Member Solutions Specialist

Job Title

About Us Kemba Credit Union is a not-for-profit organization based out of West Chester, OH. Voted top places to work in Cincinnati since 2019 & recognized as a top workplace in the United States by USA Today in 2022, 2024 & in 2025! We believe that hiring the best people is at the very core of our success. At Kemba Credit Union, every single team member makes a difference, and together we make an impact on the lives of our members.

Joining our team has its perks:

• Generous PTO Including Birthday PTO,
• Company Paid Group Life Insurance,
• 401k Plan with Match of up to 5%,
• Short and Long-Term Disability,
• Ample Growth Opportunities,
• Affordable Insurance Plans,
• Employee Loan Discounts,
• Wellness Program,
• 11 Paid Holidays,
• Profit Sharing,
• And More!

Location Requirement

• This is an on-site position that requires in-office work inside of Kemba's Operations Center in West Chester, Ohio.
• Remote work is not available and is non-negotiable.

Position Purpose

Responsible for performing collection activities associated with various delinquent member accounts, including Visa credit and debit cards, lines of credit, secured loans, signature loans, real estate loans, and home equity lines of credit. Sending first and second notices to members. Answering incoming calls in the department queue. Ensures that the Credit Union's professional image is maintained. Follows the Fair Debt Collections Practice Act (FDCPA).

Essential Functions and Basic Duties

• Makes a high volume of outbound collection calls to members with delinquent accounts; Averages approximately 100 outgoing calls per day to assist with payment arrangements and resolve delinquencies.
• Responds to incoming calls from members and internal departments regarding account status, payment options, and inquiries related to delinquent accounts.
• Accepts and processes payments made by members over the phone.
• Sends first and second delinquent notices to members; Assigns loans and credit card accounts to third party collection agencies.
• Processes and files disability & life insurance claims; Posts CUNA Life and Disability payments to members' accounts via ACH.
• Processes all credit bureau disputes via E-Oscar and disputes received through the mail.

Qualifications

Education/Certification: High school graduate or equivalent.

Required Knowledge: General understanding of Member Solutions (Collections) functions, policies, and procedures. Familiarity with required computer applications.

Experience Required: One year to three years of similar or related experience. Credit Union or financial institution experience preferred.

Skills/Abilities: Strong interpersonal and public relations skills. Well organized and attentive to detail. Excellent typing skills and ability to operate related computer applications. Willingness to assist and support others. Ability to operate computers, calculators, telephones, and other basic business machines.