Member Resolutions Specialist

Job Description

Job Description

As a member of BrightStar Credit Union, you'll join a dynamic, purpose-driven organization with a culture that focuses on its employees and members. We offer excellent benefits, advanced opportunities, and exceptional training. Founded in 1946 as a community-based credit union focusing on educators, we expanded to serve 23 counties across Florida. As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities. BrightStar Credit Union is committed to creating a diverse and inclusive work environment where everyone has a chance to succeed and a sense of belonging. Our work environment is fun, fast-paced, and service-oriented. *

What we offer:

• Medical, Dental, and Vision
• 401K Plan with Matching
• Tuition Reimbursement Program
• Supplemental Benefits
• Engagement Area
• Wellness Studio & Gym
• Company Paid Life Insurance
• Health Savings Account with Company Contributions

Essential Functions & Responsibilities

• Contact members by telephone and/or mail to identify and resolve repayment deficiencies, and establish proper loan and credit card repayment.
• Provide outstanding service to each internal and external member as defined by our Service Standards and Promises.
• Process post-charge-off, in-house collection activities
• Investigate misapplied payments and payroll deduction allocations.
• Performs other related duties as assigned.
• Maintain knowledge with B.S.A. Compliance training.

Performance Measurements:

• Provide outstanding service to internal and external members as defined by our service standards and promises.
• Provide customer service regarding collections issues, process customer refunds, process and review account adjustments, and resolve client discrepancies and short payments.
• Monitors and maintains assigned accounts through customer calls, account adjustments, small balance write-offs, customer reconciliation, and processing credit memos.
• Accountable for reducing delinquency for assigned accounts.
• Follow up delinquent accounts, and update and maintain accurate financial records, including accounting, receivables, and credit records.
• To maintain accurate and complete records of all collection and recovery activity.
• To ensure that collection activity is both within credit union policy and all relevant regulations.
• To identify and inform management of potential underwriting problems.

Minimum Expectations of Knowledge and Skills:

• Experience: One to three years of similar or related experience.
• Education: A high school education or GED
• Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves extensive personal contact with others inside and outside the organization to obtain or provide information, build relationships, or solicit cooperation.
• Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve greater confidentiality and discretion, requiring diplomacy and tact in communication.
• Other Skills: Must be able to hear and speak clearly in person and by phone, must have personal computer skills, and must be able to sit for long periods of time.

Compliance: Employees must ensure the credit union complies with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions with B.S.C.U. will consider the awareness of unusual or suspicious activity relevant to the department.

• In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Departments

• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.

Physical Requirements: The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee must occasionally stand, stoop, kneel, and crouch. The employee may occasionally lift and move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace