Member Solutions Specialist

Member Solutions Specialist

The Member Solutions Specialist is responsible for assisting members experiencing financial hardship by providing effective delinquency management, loss mitigation solutions, and account resolution strategies. This role partners with members to identify repayment options, minimize credit losses, and help members restore financial stability while ensuring compliance with applicable laws, regulations, and credit union policies. The position balances member advocacy with effective risk management and portfolio performance objectives.

Reports to: Collections Supervisor

Supervisory or Managerial Responsibility: None

Contacts: Contact via phone with members and Bellco employees

Minimum Qualifications

Education: High School or Equivalent

Work Experience: 3 years loan workout/hardship solution experience required.

Special Training, Certification or Licensure: None

Work Environment and Conditions: Office environment. Travel to branches and outside vendors may be necessary.

Essential Responsibilities:

• Demonstrates Bellco's Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments.
• Provides a valuable and enjoyable experience to both internal customers and members during interactions. Consistently suggests ways to improve the member experience through improved processes and technology.
• Proactively supports corporate goals through maintaining effective loss mitigation procedures on members' accounts.
• Maintains current knowledge of procedures relating to workout strategies to mitigate losses.
• Proceeds with loan solution activity in a prompt, professional manner, to include financial solutions on credit cards, mortgages, automobiles and unsecured loans. Adheres to all applicable state and federal laws as well as internal policies and procedures.
• Recommends practices and procedures to improve the loss mitigation and minimize losses.
• Educates and negotiates with members on available solutions and resources to help them through financial hardship including extensions, deferments, and other approved workout solutions.
• Responds to all member inquiries and questions while providing excellent member service related to transactions via outbound and inbound calls and email.
• Works closely with Real Estate Servicing on workout decisions.
• Monitors member commitments and consistently follows up on member follow through with required documentation.
• Conducts early-intervention outreach to members experiencing financial hardship.
• Performs quality control reviews for the Collections team, including phone monitoring, call scoring, and submission of completed scorecards to the Collections Supervisor on a monthly basis.
• Responsible for maintaining all Member Solution or other assigned monthly reports.
• Maintains accurate and complete records of all member solution activities and member interactions within the designated collection system.
• Maintains current knowledge of the Fair Debt Collection Practices Act (FDCPA) Fair Credit Reporting Act (FCRA) and Telephone Consumer Protection Act (TCPA).
• Daily responsibility for receiving and processing all extension requests.
• Performs other related duties as assigned by management.

Skills: Working knowledge of Credit, Collection and Bankruptcy Laws. Familiarity with lending workout solutions such as rewrites, restarts and hardship workouts, and ability to analyze loan details and member circumstances to identify appropriate workout solutions. Strong member service, active listening, questioning, negotiation, and conflict-resolution skills. Strong attention to detail and ability to meet deadlines. Ability to understand, interpret, and accurately follow written and verbal instructions. Clear, concise, and professional verbal and written communication skills. Proficiency with computers and relevant software applications including Microsoft Word and Excel. Manual dexterity to input data on a keyboard.

Core Responsibilities:

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training.
• Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
• Adheres to safe working practices and always follows all organizational safety policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.
• Ensure strict confidentiality of all records and PII.

Core Values:

BE ETHICAL AND DEMONSTRATE INTEGRITY: Treat others with respect, dignity and "tough love." It's about character and influence, not about a title. Be honest and direct. Challenge ourselves and each other to reach our full potential.

BE ACCOUNTABLE: Lead by example. You are the reflection of how you show up. Set realistic expectations. Make good business decisions. Meet commitments. Learn from mistakes.

EMBRACE CHANGE: Develop the individual, improve the team, grow the institution. Encourage and reward creative solutions. Ask impactful organizational questions. Identify the problem to be solved and the desired outcome. Engage others. Believe in what's possible.

APPRECIATE THE MEMBER: Achieve and retain trusted, valued relationships with members. Listen and identify needs. Prioritize the member experience. Maintain a high level of member satisfaction. Serve the member with pride.

ACHIEVE SUCCESS TOGETHER: Strive for Flawless Execution. Not for the sake of numbers, but for a sense of pride in a job well done. Success favors the prepared. Consistently plan, coach and grow to master our roles. Celebrate our success.

Act Nice Behaviors:

Accept mutual accountability when things go wrong

Acknowledge others' efforts and thank them

Avoid jumping to conclusions

Be honest, direct, and civil with no hidden agendas

Communicate with others face to face whenever possible

Empathize with others by putting yourself in their shoes

Establish and build relationships into trusted partnerships

Forget the past and avoid holding grudges

Hear individuals out by actively listening to them

Protect and build up each other's self-esteem

Recognize and reinforce others' positive actions

Respect each other's priorities and personal space

Bellco Credit Union provides a comprehensive benefits package to all regular, full time and part time employees, including: Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays. In addition to base compensation, Bellco Credit Union offers bonuses for the following roles: Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals. Exempt branch roles may earn quarterly bonuses for production and team goals. Exempt non-branch management roles may be eligible for an annual managerial bonus. Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.