Member Solutions Specialist at Colorado Credit Union in Denver, Colorado

Member Solutions Specialist

The Member Solutions department oversees and maintains processes critical in mitigating losses to the organization as they relate to loans. The Member Solutions Specialist is primarily focused on loan control, loan loss recovery, and deposit losses. This role is focused on early-stage collections, legal processing, account resolution while ensuring compliance with all applicable laws, regulations, and credit union policies.

Essential Duties And Responsibilities

• Lives CCU's service standards and core values Be the Advocate. Embrace Curiosity. Be Compassionate.
• Partners with the Member Solutions Department leadership to effectively mitigate losses and support departmental objectives.
• Maintains delinquency control and follow-up program for loan and share accounts that are delinquent, at risk of delinquency, or charged off.
• Conducts early-intervention outreach to members experiencing financial hardship.
• Assists members with payment assistance programs.
• Educates members on available solutions and resources to help them through financial hardship.
• Maintains assigned queues on daily basis through inbound and outbound communications via telephone, SMS, mail, email, and digital banking channels.
• Identifies causes of defaults, delinquencies, and negotiates appropriate payment arrangements to bring accounts current.
• Administers collection related processes including but not limited to collection activity, bankruptcies, right-to-cure (RTC) notices, garnishments, deferment and interest-only payment assistance requests, collection attorney invoices, and repossession activities.
• Provides recommendations for appropriate action on those accounts that cannot be reached, or on which satisfactory arrangements cannot be made.
• Maintains accurate and complete records of all collection activities and member interactions within the designated collection system.
• Posts payments, fees, and adjustments to member accounts as authorized.
• Performs skip-tracing activities to obtain and locate collateral and location information.
• Coordinates with third-party vendors and prepares required documentation to liquidate repossessed collateral.
• Obtains collection activity reports from attorneys and 3rd party collection agencies and reviews collection activities and updates credit bureaus as necessary.
• Process garnishments, levies, subpoenas, and tow/impound notifications.
• Administers negative account processes including member communications, charge-offs, fee reversals, and required ChexSystems reporting.
• Ensures compliance with FDCPA, CFDCPA, UDAAP, and all other applicable federal, state, and Credit Union collection requirements.
• Adhere to all service standards as outlined in the credit union's policies and procedures.
• Participates in credit union business development and community relations activities.
• All other duties as assigned.

Knowledge, Skill And Ability

• Knowledge of collections principles and loss mitigation strategies.
• Knowledge of, and ability to apply principles of collections and federal/state collection regulations.
• Ability to negotiate payment arrangements and resolve member concerns professionally and effectively.
• Ability to investigate account issues, analyze information, exercise sound judgment, and make informed decisions.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Ability to communicate effectively in writing and verbally (by phone and in person).
• Bilingual in Spanish and English is preferred.

Education, Formal Training, And Experience

• Associate's degree is preferred. High school diploma or equivalent plus additional training and/or experience equivalent to two years of college is required.
• Two to five years of experience in collections, customer service, a financial institution, lending, or related experience required. Previous experience in collections, loan servicing, loss mitigation, or recovery operations is preferred.

Work Environment/Physical Activities

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Colorado Credit Union prefers for their staff to be in a branch location at least three days a week, which is typically Monday, Wednesday, Friday, and hybrid work from home is an option for the other days of the week.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The employee may be required to move around for short periods during the day. The employee must occasionally lift and/or move up to 25 pounds.