Member Resolutions Specialist

Job Description

Job Description

About BrightStar:

As a member of BrightStar Credit Union, you'll join a dynamic company culture and purpose-driven organization that focuses on its employees and members. We offer excellent benefits, advanced opportunities, and exceptional training. Founded in 1946 as a community-based credit union serving educators, we have since expanded to serve 23 counties across the state of Florida. As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities. BrightStar Credit Union is committed to fostering a diverse and inclusive work environment where everyone has the chance to succeed and feel a sense of belonging. Our work environment is fun, fast-paced, and service-oriented.

What we offer:

• Medical, Dental, and Vision
• 401K Plan with Matching
• Tuition Reimbursement Program
• Supplemental Benefits
• Engagement Area
• Wellness Studio & Gym
• Company Paid Life Insurance
• Health Savings Account with Company Contributions

About the role:

The primary role of this position is to make a difference in our neighbors' financial lives. This is accomplished by providing the highest quality of service to members. In conformance with policies, procedures, and departmental goals, leading a member resolution team, and communicating and making arrangements with members to facilitate the repayment of delinquent loans and credit cards.

Essential Functions & Responsibilities:

• Legal Compliance: Primary contact for all member accounts that require legal attention. Has direct communication with outside counsel for member account resolution and must operate within a legal framework to protect the member and company by adhering to the Fair Debt Collections Practices Act (FDCPA).
• Reporting and Account Management: Responsible for all internal reporting, account management, and collection activities, such as recovery rates, etc. Generate all end-of-month reports, including Board of Directors packets and audit inquiries.
• Vendor Management: Primary contact for all vendor relationships, including contract reviews, renewals, and negotiations.
• Departmental Systems & Procedures: Administrator for system access for all Member Resolution team members. Develop best practices for efficiency by creating departmental procedures.
• Staff Support & Queue Management: Assisting in staffing, staff training, performance management, coaching, and mentoring. Perform call monitoring and provide feedback to the staff. Provide outstanding service to members as defined by the credit union's Service Standards and Promises and present process improvement ideas to management. Oversee the Member Resolution collection staff to contact members by telephone and/or mail to identify and resolve repayment deficiencies and establish proper loan and credit card repayment. Maintaining daily, weekly, and monthly delinquency reports. Balance debit card GL daily. Actively review the Member Resolution collection staff's Queues to ensure KPI's are met and recommend to the Member Resolution Manager legal, repossession, skip tracing, and other actions to assist in initiating and monitoring special collection activities.
• Point of Contact for Escalations: Order and review of credit bureau reports, provide credit bureau information through approved sources, process manual corrections to credit bureaus, process modifications, and TDRs in accordance with policy and procedure. Investigate and report on member complaints. This includes any complaints members make to the credit union's regulatory agencies. Investigate credit card disputes/chargebacks.
• Maintain knowledge with B.S.A. Compliance training.
• Other job-related duties as assigned.

Performance Measurements:

• Policy Compliance: Demonstrates an understanding of and follows established policies, practices, and regulations of the credit union

Minimum Expectations of Knowledge and Skills:

• Experience - One year to three years or more of similar or related experience.
• Education - (1) A two-year college degree or (2) Completion of a specialized course(s) of study at a business or trade school or (3) Completion of a specialized and extensive in- house training or apprenticeship program.
• Interpersonal Skills- Courtesy, tact, and diplomacy are essential elements of the job. Work involves extensive personal contact with others, both within and outside the organization, for the purposes of exchanging or obtaining information, building relationships, or soliciting cooperation.
• Other Skills - Must have good communication skills, with a preferred experience in the Akcelerant collections platform. Must be proficient in Microsoft Word and Excel.

Compliance:

• Every employee must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within B.S.C.U. will consider awareness of unusual or suspicious activity relevant to the department.
• In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.

Physical Requirements:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee must occasionally stand, stoop, kneel, or crouch. The employee may occasionally lift and move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

The work environmental characteristics described here represent those that employees encounter while performing the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace.