Member Solutions Specialist

Atlantic Federal Credit Union • South Portland, ME

just now • Onsite

About The Position

This role is for someone who knows how to step into conversations with members who are behind and unsure what to do next, 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

Benefits

• paid time off
• 11 paid holidays
• medical and dental coverage
• a 401(k)
• programs that support your financial and personal well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED