Member Solutions Specialist I

The Member Solutions Specialist I (MSS I) will assist the Member Solutions Specialist II (MSS II) in reducing write-offs, nonperforming assets, and delinquencies by identifying deteriorating credit situations. The MSS I will assist members by avoiding collection and/or legal action on both overdrawn and NSF deposit accounts as well as loans. They will submit uncollectable accounts to the appropriate credit agencies for collection, and assist in securing and protecting collateral. They will also assist Loan Processors in maintaining loan files. The MSS I will contribute to the success of the credit union through self-motivation and participation in team efforts.

Major Duties and Responsibilities

Collection Functions

• Monitor, follow-up and collect on delinquent loans, credit cards, and NSF/Overdrawn accounts.
• Initiate phone calls to members for collection following appropriate guidelines. Assist members in meeting their obligations for timely payments and correctly documenting all collection actions in member files.
• Use various methods of contact during the collection process. Contact may include daily phone calls, letters or emails to members with problem accounts.
• Must have the ability to comply with the provisions of the following acts and any other applicable state and federal laws in regard to collection activity:
• o Consumer Credit Protection Act
• o Uniform Commercial Code
• Locate or assist in locating collateral, take photos and document condition of collateral
• Maintain communication and interaction with branch managers and lending staff.
• Educate members about the credit damage resulting from charge-offs, collections and delinquencies.
• Assist members with suggestions for credit improvement and provide resource suggestions such as Home & Family Finance and Counseling help to members desiring financial education assistance.

Loan Department Functions

• Assist Loan Processors with trips to the DMV, and other off campus errands.
• Assist Loan Processors with some clerical duties like organizing the file room, preparing and scanning closed loan files, and other duties as assigned
• Assist or back up Loan Processors in processing consumer loans
• Document all communication with members via the appropriate sources

Additional Functions

• Complete various reports as assigned
• Perform errands using a vehicle.
• Requires knowledge of consumer loan policy, credit granting criteria, interest rates and how they are computed, and required documentation for each type of loan. Knowledge of interviewing skills and techniques also required.
• Requires judgment to apply broader aspects of established practices to situations, which go beyond clear, concise guidelines.
• Have the ability to speak effectively with members and/or employees of the credit union.
• Have a thorough knowledge of all aspects of the duties assigned to this position
• Assist in overall credit union compliance efforts.
• Must self-manage and multitask.
• Stay abreast of changes in consumer lending and collections trends through webinars, workshops, internet courses and conferences. Some travel may be required.

Job Specifications

• Maintain a positive image within the community
• Ability to effectively communicate verbally and in writing.
• Excellent listening and customer service skills.
• Education equivalent to a four-year high school education.
• Possess a work ethic that includes self-motivation, positive attitude, neatness, punctuality and accuracy.
• Strong math (calculations and concepts involving decimals, percentages, fractions, etc.) and computer skills.
• Ability to work independently and as part of a team.
• Flexibility and willingness to adapt to changing business needs.
• Must be able to lift and carry up to 35 pounds.