Member Recovery Solutions Specialist I

Job Description

Job Description

The primary function of this position is to counsel, educate, and offer solutions to our members to ensure their financial success along with that of the credit union.  Handle collection efforts of the credit union’s deposit and loan portfolios.  Maintain a high level of quality standards while maximizing collection efforts and minimizing loss.   

ESSENTIAL JOB FUNCTIONS

• Utilize various tracing techniques and strategies to collect personal information of member with outstanding debts.
• Accurately and professional document collection system(s) with detail of current contacts and subsequent results for follow-up. 
• Work incoming call queue for both internal and external members.
• Inform management on effectiveness of strategies deployed to ensure a positive rate of members agreeing to repay their debts.
• Recommend accounts for escalation.
• Encourage members to utilize payment options such as credit cards, ACH, AutoPay and securing authorization to process payment(s).
• Work incoming call queue for both internal and external members.
• Maintain good member relations while collecting on delinquent and negative balance accounts.
• Strive to minimize delinquency and loans losses and achieve goals set for the credit union.
• Promote the credit union by cross-selling services focusing on the member needs.
• Negotiate extended payment plans and the best course of action for members.
• Assist prepping account and/or assigning accounts to a collection agency or attorney.  
• Must have a demeanor to handle escalated situations while showing compassion.
• Must be able to balance quality and quantity.
• Must have the ability to multitask while staying organized.
• Required to adhere to credit union collections guidelines, standards. policies and procedures.
• Required to participate in First Source Federal Credit Union events as well as designated community events.
• Required to attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy.
• Required to attend training sessions as appropriate.
• Required to travel as needed.
• Perform other duties as assigned.

UNIVERSAL BEHAVIORS

Knowledgeable and Experienced

• I promise to take personal ownership for learning and using that knowledge to provide value to those that I serve by:

• Looking for answers until I find them.
• Seeking opportunities to learn from others.
• Appreciating and respecting others views.
• Acknowledging mistakes and learning from them.
• Going out of my way to share my knowledge and experience.

Striving for Operational Consistencies

• I promise to make it easy for you through consistency, efficiency, and accuracy by:

• Doing it right the first time, being thorough and accurate.
• Taking pride and ownership in my work
• Making and keeping commitments.
• Continuing to look for better ways to do things and challenging the status quo.

Rewarding Work Environment

• I promise to show care, compassion, and respect toward everyone I interact with by:

• Being approachable and accessible to others.
• Creating a pleasant work environment for each other.
• Always asking what more I can do.
• Resolving differences promptly
• Recognizing the contributions of others.
• Embracing diversity in the workplace.

Committed to Member Service

• I promise to deliver exceptional member service by:

• Interacting with a natural and genuine friendliness.
• Being courteous and respectful.
• Creating a welcoming environment.
• Exceeding your expectations.
• Sharing the moment and finding common ground.

QUALIFICATIONS, SKILLS AND EXPERIENCE

• High School plus 3-5 years related lending experience or related business degree
• Prior call center or banking experience preferred
• Ability to work well in fast-paced environment
• Strong communication and interpersonal skills
• Attention to detail
• Strong computer aptitude