Member Solutions Specialist

Position Title: Member Solutions Specialist

Department: Member Services / Finance / Accounts Receivable

Location: CUSAG LLC, Swanzey, NH

Reports To: Client Manager

Job Summary: The Member Solutions Specialist is responsible for communication with members regarding overdue accounts to gain an understanding of financial hardship and analyze full member relationships to suggest potentially nontraditional solutions within client policy. The Member Solutions Specialist is also responsible for securing payments, managing outstanding balances, and maintaining positive customer relationships. The role involves regular communication with members, analyzing account information, and working collaboratively with internal & external teams to resolve any issues that may prevent payment.

Key Responsibilities:

• Customer Communication: Contact customers via phone, email, text and mail to remind them of outstanding balances and arrange payment.
• Account Management: Review and analyze customer accounts to ensure accurate billing and resolve any discrepancies.
• Payment Arrangements: Negotiate payment arrangements with customers who are unable to pay in full and follow up to ensure commitments are met.
• Documentation: Maintain detailed records of all communications, payment arrangements, and actions taken in the client’s system.
• Collaboration: Work closely with the client managers, senior management, loan operations, and deposit operations departments to resolve issues that may delay payment.
• Compliance: Adhere to all federal, state, and local regulations regarding collections and debt recovery.
• Reporting: Provide regular updates and reports on the status of overdue accounts to management within accepted deadlines.
• Workouts: Based on the analysis of the account suggesting a change for a nontraditional solution to restructure the loan that is in or at risk of default.
• Culture: Successful collaboration with a team or management within our positive company culture.

Qualifications:

• Education: High school diploma or equivalent; must be 18 years of age.
• Ability to pass a background check and meet the criteria for bonding.
• Experience: Previous experience in customer service, office experience, accounts receivable, or a related field is preferred.

Skills:

• Excellent verbal and written communication skills.
• Strong negotiation and problem-solving abilities.
• Attention to detail and ability to maintain accurate records.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and preferred experience with collections software.
• Ability to work successfully independently and within a team.

Attributes:

• Professional and courteous demeanor.
• Ability to work independently and as part of a team.
• Strong organizational, prioritization and time management skills.
• Ability to have a positive response to corrective feedback.

Working Conditions:

• Environment: Office setting.
• Hours: Full-time position, typically Monday through Friday.

Compensation and Benefits:

• Salary: Competitive, commensurate with experience.
• Benefits: flexible schedule, vision & dental insurance, paid time off, 401k, and other benefits as per company policy.

Application Process:

Interested candidates should submit their resume and cover letter detailing their qualifications and experience to View email address on jobs.institutedata.com.

Company Description:

Cusag LLC is a leading 1st Party Collections Company dedicated to providing an exceptional variety of collections and customer services to our client’s membership base. We pride ourselves on our commitment to excellence, innovation, and integrity. Join our team and be a part of a dynamic and growing organization.

Cusag LLC is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

This job description is intended to provide a general overview of the position and does not include all responsibilities and qualifications that may be required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.

Job Type: Full-time

Benefits:

• 401(k)
• Bereavement leave
• Dental insurance
• Flexible schedule
• Life insurance
• Opportunities for advancement
• Paid sick time
• Paid time off
• Vision insurance

Work Location: In person