Member Resolution Specialist - Full Time

Job Description

Job Description

Description:

Reports To: Member Resolution Manager

Position Summary:

The Member Resolution Specialist is responsible for performing a wide range of sales, service, lending, and

resolution functions related to member accounts, loans, and collections. This position supports both front-end

and back-end member service and lending processes, helping ensure member retention, compliance, and

operational excellence. The role requires professionalism, detailed knowledge of Credit Union products and

services, adaptability, and a strong commitment to member service.

Key Responsibilities:

Collections & Member Resolutions

- Work collections of all loan and deposit accounts; handle non-routine collection matters.

- Access and interpret credit bureau reports; process or correct related information.

- Maintain effective procedures on delinquent and potentially delinquent accounts.

- Work with life/disability claims for loan resolutions or payoffs.

- Post payments (e.g., attorney payments, bankruptcy, sale proceeds, insurance, refunds) according to

established procedures.

- Recommend charge-offs to the Member Resolutions Manager; report to agencies as needed.

- Prepare legal documents (e.g., judgments, suits, repossessions, foreclosures).

- Close subaccounts and/or memberships related to collections.

- Warm/unwarm or close debit cards in connection with collections efforts.

- Maintain negotiable instruments associated with member resolution activities.

- Work with attorneys and outside companies in relation to resolution processes.

Lending Operations

- Complete loan lifecycle tasks post origination to payoff (Indirect and in-house).

- Maintain loan accounts (e.g., titles, FPI).

- Tracking property taxes for members to ensure current status on real estate secured loans.

- Track titles, post payoffs, and perform required loan maintenance.

- Follow loan policies, including compliance with FACT Act, MLA, and other federal regulations.

Compliance & Regulation

- Understand and follow BSA, OFAC, AML, Reg CC, Reg DD, Reg V (FACT Act), Bankruptcy and other

regulations.

- Confidentially report any suspected compliance or regulatory violations.

- Adhere to procedures regarding deceased members and confidentiality requirements.

Member & Staff Support

- Provide information and solutions to members, staff, and indirect vendors.

- Research and resolve member complaints or problems related to accounts and services.

- Verify account and member identity in all interactions.

- Act as a resource to examiners, auditors, and Credit Union staff.

- Train and support other team members within the department.

- Educate and train others on the tasks and responsibilities of the Member Resolution Specialist.

- Assist with periodic staff meetings and training sessions to discuss changes in procedures, services, or

regulations.

Administrative & Operational Duties

- Maintain detailed and accurate records using systems like tracker, follow-up, comments, physical and

electronic folders.

- Support a paperless environment where feasible.

- Perform month-end functions as required.

- Maintain up-to-date digital correspondence and documentation.

- Suggest and contribute to process improvements and departmental enhancements.

- Participate in departmental meetings and training sessions on new policies or procedures.

- Recommend purchases of equipment or supplies as needed.

This position's salary will increase on Jan 1st to $26.06 

The role requires professionalism, detailed knowledge of Credit Union products and

services, adaptability, and a strong commitment to member service.