Senior Member Solutions Specialist (Collections)

Prospera Credit Union • Appleton, WI

21h

About The Position

The Senior Member Solutions Specialist plays an important role in protecting the financial health of Prospera Credit Union while helping members navigate difficult financial situations with professionalism, empathy, and care. This role manages complex delinquent accounts, develops sustainable resolution strategies, and partners closely with internal teams to reduce losses, support compliance, and preserve member relationships. Collections work is about more than recovering dollars. It is about helping members understand their options, protecting the credit union from unnecessary loss, and creating a consistent, fair experience during some of the hardest financial moments a member may face. The person in this role will help Prospera balance strong business results with the care and trust our members expect from their credit union.

Requirements

• 7+ years of progressive financial services experience, including at least 3 years in collections within a credit union or banking environment.
• Strong knowledge of consumer lending products, including personal loans, auto loans, mortgages, credit cards, and related collection practices.
• Experience with member negotiation, payment resolution, and complex account management.
• Strong analytical, problem-solving, and decision-making skills, with the ability to interpret data and identify risk.
• Clear verbal and written communication skills, with the ability to stay calm and professional in sensitive conversations.
• Ability to manage confidential information with discretion, accuracy, and integrity.

Nice To Haves

• You are confident having, direct, sometimes difficult conversations while still treating people with respect.
• You notice patterns, ask good questions, and use data to make better decisions.
• You are organized, detail-oriented, and able to manage multiple priorities without losing sight of the member experience.
• You enjoy being a resource to others and helping create consistent practices across the team.

Responsibilities

• Manage a diverse portfolio of delinquent accounts across deposit accounts, consumer loans, credit cards, home equity lines, and mortgages.
• Conduct outreach to high-risk or severely delinquent members and negotiate realistic payment arrangements.
• Evaluate deferment and loan modification requests while ensuring alignment with policies, procedures, and regulatory expectations.
• Manage complex and legally sensitive collection matters, including repossessions, recovery efforts, and other high-risk account situations.
• Partner with legal, risk management, lending, operations, and member-facing teams to develop thoughtful and consistent resolution strategies.
• Use collection systems, reporting, and data analysis to prioritize accounts, identify trends, and improve recovery outcomes.
• Maintain accurate documentation of collection activity to support audit, compliance, and member service expectations.
• Provide guidance, support, and subject matter expertise to team members and help strengthen consistent collection practices.
• Handle escalated member concerns with professionalism, tact, and focus on resolution.
• Support updates to collection policies, procedures, and workflow improvements as needs evolve.

Benefits

• Great Paid Time Off Benefits!
• Prospera Pays 90% of Medical Monthly Premium Costs!
• Prospera Matches Up to 5% of 401K Contributions!
• Prospera Provides Short-Term disability and Long-Term Disability at No Cost to You!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed