MEMBER SOLUTIONS REPRESENTATIVE

This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work on a weekly basis. To be eligible for the program, employees must complete a minimum of 90 days of continuous employment, be in good standing, and agree to the terms of a Work from Home Agreement prior to being eligible for hybrid work. The employee's request is subject to supervisor approval. Working locations and hybrid schedules may be altered at management discretion.

Position Summary

The role of the Member Solutions Representative is to preserve the Credit Union's assets by controlling delinquent loan accounts, collecting delinquent payments and/or recovering collateral. The incumbent receives members by telephone; provides general credit union information; follows up on past due and delinquent accounts by telephone, personal contact, and correspondence, and researches the activity of loan accounts to determine their status for repayment.

1. Generates delinquency notices from the collections system, verifies the status of the loan, and then mails the notice to the members. Follows up on the delinquent notices by telephone, personal contact, and correspondence to secure a satisfactory resolution for repayment.
2. Keeps accurate and up-to-date activity on the collections system when updating past due and potentially past due loans. Prepares and maintains the record of activity on the collections system.
3. Negotiates settlements and payment arrangements.
4. May support Members by preparing and determining if a workout and/or extension is deemed adequate to process and remit for review to Lending for approval.
5. Maximizes the collection and/or recovery of credit union assets from delinquent/charged-off loans.
6. Work delinquent loan accounts as assigned.
7. Researches payroll deduction stops, starts, and changes as they may affect the status of a loan repayment. Under direction, prepares suitable documentation correcting or extending such loans.
8. Researches and works loan accounts that appear on the collections system. Ensures that credit union errors are detected promptly and that the member may have a full and complete explanation on the status of his/her loan.
9. Requests assignments, monitors, and updates repos and field calls on the collections system.
10. Opens department mail and distributes accordingly, performs clerical work, processes claims, and pays invoices.
11. Prepares ten day and final accounting letters on repos.
12. Conducts skip tracing on accounts.
13. Legal recovery for litigation assignments and processing for suit.
14. Ensures compliance with all applicable state and federal laws; credit union procedures at all times. Follows established collection procedures on "special accounts" including bankruptcy, repossession, and foreclosure. Follows applicable state/federal collection laws and conversation restrictions imposed by the Privacy Act.
15. Provides informed, professional, and accurate service and support to all members and employees.