Member Solutions Specialist Lead (30870)

Title: Member Solutions Specialist Lead

Department: Member Solutions

Reports To: Member Solutions Supervisor

Job Grade: 9

FLSA: Non-Exempt Last Modified: 12/15/2025

It's a Job ... Only Better!

At UKFCU, we're more than a Credit Union - we're a community, and we've been proudly serving our members since 1937! As a rapidly growing, not-for-profit organization, we're dedicated to making a real difference in the lives of our members and employees alike. If you're looking for a workplace where you can grow, make an impact, and have fun while helping others, UKFCU is the place for you!

Why This Role Matters

As a Member Solutions Specialist Lead, you're on the front line of reducing delinquency and loss while building trust with members during difficult times. By coaching employees, contacting members, offering solutions, and managing delinquent accounts, you help safeguard the credit union's financial health and support members on their journey toward stability. Your ability to communicate effectively and apply sound judgment ensures both strong recoveries and positive member experiences.

What You'll Do

Core Responsibilities

• Member Contact: Proactively reach out to delinquent members using effective communication techniques. Listen to their concerns, overcome objections, and persuade them to resolve delinquencies. Oversee Specialists outbound call goals and follow established matrices to ensure consistent follow-up.
• Account Review & Action: Review delinquent accounts for potential legal action, making recommendations to the Member Solutions Supervisor and Manager when necessary. Additionally, evaluate whether secured loans require repossession orders to be issued. Provide assistance regarding force-placed insurance.
• Clerical Processes: Manage delinquent external loans, prepare reports on team performance, and audit team members work to ensure all procedures are followed and effective. Manage the closing of repossession cases and oversee redemption procedures, ensuring all documentation is accurate, and transactions are completed in accordance with company policy and procedure. Coordinate with relevant teams to finalize account statuses and communicate outcomes clearly to members.

• Member & Employee Support: Handle member escalation calls received by specialists, applying strong problem-solving and communication skills to quickly address concerns. Evaluate each situation to decide if it can be resolved independently or needs management involvement, ensuring all issues are appropriately escalated for prompt resolution. Coach employees with call escalation and workflow audit reviews.
• Records & Compliance: Maintain accurate account records, protect confidentiality, and ensure compliance with internal policies, procedures, and all applicable regulations.
• Problem Resolution: Work with members and employees to identify issues, determine solutions, and follow through to resolution, keeping leadership informed.
• Professional Growth: Stay current on industry trends, competitor practices, and UKFCU products to continuously improve member solutions and operational effectiveness.
• Team Contribution: Collaborate with colleagues to achieve departmental and organizational goals.

Who You Are

Experience & Education

• 6 months to 2 years of related collections experience
• High school diploma or equivalent

Skills & Strengths

• Experienced collections professional with a strong understanding of collections and best practices
• Strong communication skills with the ability to listen, persuade, and resolve conflicts
• Proficiency in Microsoft Word and Excel
• Strong, friendly voice and professional demeanor
• Analytical ability to compute rates, ratios, and percentages and apply findings to real-world solutions
• Ability to work independently while meeting performance

Key Traits

• Professionalism and integrity in all interactions
• Accountability to established metrics
• Commitment to the Credit Union movement and philosophy
• Ability to identify member and staff needs and provide creative solutions
• Knowledge of collection laws and procedures

What's in It for You?

• Competitive salary and industry-leading benefits.
• Opportunities for professional growth and leadership development.
• A chance to make a lasting impact on our members and the organization's future.

Legalese

Equal Opportunity Employer

UKFCU is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

At-Will Employment

Employment with UKFCU is deemed "at-will," which means that either you or the company may terminate the employment relationship at any time, with or without cause or notice, unless otherwise provided by law.

Physical and Cognitive Demands

This role requires a blend of physical activity and mental focus to effectively perform its essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. Key physical activities include sitting, standing, walking, and occasional lifting (up to 25 pounds). You'll also use your hands for various tasks, reach with your arms, and engage in conversations. Vision requirements include the ability to focus, perceive depth, and distinguish colors. Cognitive abilities essential for this role include judgment, auditory perception, memory, reasoning, and occasional persuasion.

Work Environment

You'll primarily work indoors in a comfortable, climate-controlled office setting. The noise level is typically moderate, ensuring a focused yet dynamic work environment. Reasonable accommodations will be provided as needed to support an inclusive workplace.

This job description provides a general overview of the responsibilities and expectations for this role. It is not a comprehensive list of tasks, and employees may be asked to take on additional duties to support team success.

This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work arrangements. (Maximum of two days remote, three days in-office). To be eligible for the program, employees must complete a minimum of 90 days of continuous, regular employment, be in good standing, and submit a formal hybrid work application prior to being eligible for hybrid work, pending supervisor approval. Work schedules will be established by the employee's supervisor according to business needs. Working locations and schedules may be altered at management discretion.