Member Solutions Specialist

Atlantic Regional Federal Credit Union•South Portland, ME

2d•Onsite

About The Position

At Atlantic, we support members when things are going well and when they are not. Some of the most important moments happen when a member is behind and unsure what to do next. This role is for someone who knows how to step into those conversations and help people find a way forward. As a Member Solutions Specialist, you will work one-on-one with members who are past due. Your job is to listen, understand what is going on, and help them get back on track in a way that makes sense for their situation.

Requirements

1–3 years of experience in collections, financial services, or a similar role
Strong communication skills and sound judgment
The ability to organize your work and manage competing priorities
Comfort working in systems and using basic reporting tools
A high school diploma or equivalent
Comfortable having difficult conversations, the ability to lead with empathy, and working with members to identify the best possible solutions

Responsibilities

Talk with members who are past due and get a clear picture of their situation - handling both inbound and outbound communications (via phone, texts, and emails)
Work through repayment options that are realistic and sustainable
Manage delinquent loans, mortgages, and deposit accounts
Ask curious and thoughtful questions to get to the root cause of delinquency and best support our membership and the company
Handle account updates, charge-offs, recoveries, and required notices
Keep accurate, thorough notes on every conversation and account action
Review reports and activity to spot risk early and take action when needed
Follow all policies and regulatory requirements in your day-to-day work