Member Solutions Specialist

Member Solutions Specialist

Member Solutions Specialists assist members facing financial difficulties by finding creative solutions to help them meet their financial obligations. They educate and empower members to make informed financial decisions, focusing on maintaining membership with the Credit Union. The role involves working with delinquent accounts and negative share balances, communicating loss mitigation options, and identifying financial solutions while protecting the Credit Union's interests.

Work Arrangement: This position is able to work onsite or hybrid (able to work 2 days/week remotely) at our East Lansing Headquarters after training is complete (4-6 weeks).

Sample Schedule:

• Standard Week:
  • Monday - Wednesday 8:30am - 5:00pm ET
  • Thursday 10:00am - 6:30pm ET
  • Friday 8:30am - 5:00pm ET
• Rotation Week (every other week):
  • Monday - Wednesday 8:30am - 5:00pm ET
  • Thursday Off
  • Friday 8:30 - 7:00pm ET
  • Saturday 9:00am - 3:00pm ET

An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.

Compensation & Benefits:

• Hourly Range: Level I - $18.00 - $20.00 per hour, depending on experience
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a company match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave
• Learn more about our benefits here

Essential Duties and Responsibilities:

Level I -

• Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations.
• Manage share and loan collection queues, adhering to department processes, procedures, applicable laws, regulations, and collection policies.
• Manage internal team communication spaces and reports that include returned checks, preauthorized Visa debit transactions, merchant force-posted transactions, account service charges, and overdraft transactions related to Balance Shield and/or Courtesy Pay or Courtesy Pay for Debit, and applicable service charges.
• Assist members to resolve negative balances and delinquent loan payments, whether through outreach via phone or assisting those calling into the Credit Union, utilizing effective communication and negotiation skills to facilitate repayment or resolution.
• Recommend charge-offs for negative shares and delinquent loans and recommend repossession of delinquent secured loans.
• Address escalated member situations and take appropriate actions to resolve them.
• Thoroughly and timely document all collection efforts and member contacts to ensure updated information is available to staff.
• Offer financial counseling and assistance, understanding various income types, and refer to external Credit Union resources and partners when necessary.
• Participate in department initiatives, promotions, and achieve assigned goals.
• Collaborate with Recovery to determine the next steps in the collection process as needed.
• Perform daily balancing of financial transactions.
• Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks.
• Perform other duties as assigned.

Level II -

• Collect on specialized subsets of the consumer loan portfolio to ensure that consistent and prompt attention is given to first payment default accounts, affiliate brand accounts, and commercial accounts, as necessary.
• Collaborate with management to identify and implement training opportunities.
• Determine and share forward areas of efficiency as it pertains to the delinquency management system and ancillary systems used.
• Update, create, and present training documents for department processes and guidelines to aid in career growth and development of self and team members.
• Consistently achieve assigned goals and motivate others to do the same, maintaining high engagement in department initiatives and promotions.
• Onboard and train new employees in the department and assist with the on-going development of Member Solutions Specialists.

Senior Level -

• Consistently take ownership of situations and resolve them independently.
• Model proficiency in creating solutions to minimize or reduce risk to the Credit Union.
• Serve as a key resource in the department with extensive knowledge of Credit Union products, services, policies, and procedures.
• Lead co-workers to take ownership and engage them in department initiatives and promotions.
• Act as a mentor and provide guidance in the absence of management presence, as appropriate.
• Provide assistance with escalated member interactions, providing superior service to the member and employee, as well as provide a summary of actions taken following the interaction.
• Identify and share systemic feedback with other areas of the Credit Union to help mitigate potential losses.

Job Requirements:

Level I:

• High school diploma or equivalent.
• Prior experience in financial institution, collections, or similar

Level II:

• Prior experience in a collections or member service position at a financial institution or financial services agency required.
• Possess or be in pursuit of obtaining the Certified Credit Union Financial Counselor certification.

Senior Level

• Prior experience in asset recovery at a financial institution, financial services agency or similar.
• Prior experience in training or leading a team of peer contributors or completion of a Credit Union leadership program.
• Possess the Certified Credit Union Financial Counselor certification.

Competencies:

• Core Competencies that must be demonstrated by all Credit Union employees include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate.
• Functional Competencies:
  • Adherence to Procedures - Includes knowledge of relevant external and internal policy and compliance procedures.
  • Analytical Thinking - Breaks down complex information into smaller parts.
  • Conflict Resolution - Works effectively through an antagonistic situation to minimize relationship damage and promote shared goals. Uses appropriate interpersonal methods to reduce tension or conflict and facilitate agreement.
  • Detail Oriented - Ensures information is complete and accurate. Adheres to processes as outlined. Follows up to ensure quality and completion of work.
  • Initiative - Takes proactive and prompt action to accomplish work goals. Takes action to achieve results beyond requirements.
  • Knowledge Sharing - Uses formal, informal, and systematic methods to impart information onto others.
  • Process Knowledge - Demonstrates knowledge of procedures and department or Credit Union processes and utilizes this knowledge to inform decisions.
  • Self-Awareness - Self-reflects on behavior and how emotions affect others. Situationally modifies behavior to improve outcomes and build relationships. Knows, leverages, and displays strengths and vulnerabilities.
  • Systems Knowledge - Demonstrates knowledge of specific Credit Union programs and applications and successfully navigates these systems.
  • Time Management - Manages time and resources to ensure that work is completed efficiently.

Physical Demands and Work Environment:

• May be required to remain in a stationary position for an extended period.