Member Solutions Associate

We recognize that in order to meet the needs of our communities, we must represent our communities. Our success relies on creating a culture where we have diverse perspectives and a true sense of belonging. This is a journey, and we pledge to do more than simply check the box.

When you join the Meritrust team, your benefits will include:

• Comprehensive medical insurance plan
• Dental and vision insurance
• Generous paid-time-off
• 12 paid holidays
• 401(k) plan
• Wellness program
• Tuition assistance
• Employee loan discount
• Employee Assistance Program (EAP)
• Life and disability coverage

What sets working for Meritrust apart?

• Career development and pathing opportunities to move into leadership roles or other lines of business within MCU such as Commercial Lending, Finance, Marketing, Underwriting, Member Solutions, Training, Human Resources, and more.
• Supportive and engaging work environment.
• A wellness and sustainable work culture that puts family, Mother Nature, our community, and your health first.
• A work environment that encourages personal as much as professional growth, teamwork to make the dream work, and treating everyone equally.
• Studies have shown that individuals from marginalized and or historically underrepresented groups may be less likely to apply for jobs unless they meet every one of the qualifications listed. We are most interested in finding the best candidate for the job. We would encourage you to apply for a job at Meritrust Credit Union, even if you don’t meet every one of our qualifications listed.

This is a full-time position working 40 hours a week, Monday-Friday 8:00am - 5:00pm and rotating Saturday schedule.

POSITION SUMMARY

Responsible for performing collection activities across all credit union products, including consumer, commercial, real estate and depository accounts. This includes overdrawn accounts, credit cards, lines of credit (secured and unsecured), signature loans, auto loans, as well as mortgage secured loans such as home equity loans. Reviews delinquent accounts to assess the status and determine the root causes of delinquency. Initiates contact with members to resolve outstanding balances and applies appropriate collection strategies to ensure timely and effective recovery.

ESSENTIAL FUNCTIONS

• Manage an assigned queue(s) by ensuring timely follow-up and resolution.
• Initiate contact with members via phone, text, email, and other written communication methods to discuss delinquent accounts and explore repayment options .
• Build rapport with members by demonstrating empathy, professionalism and commitment to helping them resolve financial challenges.
• Collaborate with members to create realistic repayment plans and accurately record all interactions and agreements in the system.
• Use appropriate and compliant collection strategies tailored to each situation to recover delinquent funds effectively.
• Assist in locating members with approved skip tracing tools and resources.
• Work closely with internal teams to resolve account issues and support member needs.
• Handle sensitive member information with discretion and adhere to all applicable regulations and internal policies.
• Contribute to a collaborative and respectful team culture by maintaining a professional attitude, supporting peers and engaging in constructive communication.
• Attend training sessions and stay informed about updates to policies, procedures, and regulatory changes.
• Operate within the credit union’s phone system to manage inbound and outbound calls efficiently. Maintain availability during scheduled hours to assist members and support internal team needs.
• Provide timely updates to management regarding account trends, member concerns and any issues that may impact collection efforts or member relationships.
• Support departmental and organizational needs by completing additional tasks and responsibilities as required.

QUALIFICATIONS

Education/Certification

• Completed high school diploma, GED or equivalent combination of formal training and experience

Required Knowledge

• Knowledge of collection procedures and related laws and regulations suggested but not required
• Familiar with default and enforcement clauses suggested but not required
• Familiar with deposit programs, account ownership, and casualty insurance suggested but not required
• Understanding of Credit Union loan products and policies suggested but not required
• Basic understanding of the U.S. Bankruptcy Code suggested but not required

Experience Required

• 1-3 years collection experience

HARD/TECHNICAL Skills/Abilities

• Monitoring delinquent accounts
• Negotiating repayment plans and establishing feasible payment arrangements
• Basic understanding of credit union products and services
• Basic understanding of regulations such as FDCPA, TCPA and SCRA
• Familiarity with U.S. Bankruptcy Code
• Experience with core banking/collections software, CRM tools, and Microsoft Office
• Documenting all communications and outcomes in accordance with policy.
• Basic understanding of accounting principles such as loan amortization, interest calculations and basic financial acumen
• Managing inbound and outbound calls efficiently in a fast-paced environment, using muli-line phone systems and other tools

WORKING CONDITIONS

• Standard office conditions
• Low to moderate noise
• Limited lifting up to 10 lbs.

This description has been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.