Description

Position Summary Member Solutions Specialists play an integral part in assisting members experiencing financial difficulties and helping find creative solutions to assist members with their financial obligations. They educate and empower members to make informed financial decisions with a focus on continued membership with the Credit Union. The Member Solutions Specialist will work with members who are delinquent on their secured, revolving, business and personal loans. Qualified candidates will be knowledgeable about financial products and services, capable of clearly communicating hardship assistance options, able to identify creative financial solutions for members while protecting the Credit Union's ability to collect on amounts owed. Member Solutions Specialists will possess the ability to interact with empathy and understanding. Pay & Benefits Hourly rate starting at $18/hr 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays 401(k) with a 2:1 Match Tuition Reimbursement 12 Weeks of Paid Parental Leave Work Location This position offers a hybrid (role with a combination of working both onsite at the Headquarters 2 building in East Lansing and remotely). A schedule of expected onsite and remote workdays will be discussed during the interview process. Essential Duties and Responsibilities Member Solutions Specialist I: Responsible for working collection queues in accordance with the department's processes, procedures and in accordance with the applicable laws, regulations and collection policy Understand and follow the Credit Union's collection escalation practices and strategies Assist members in a friendly, professional manner and support the Credit Union's mission statement Answer pilot calls promptly with professionalism in accordance with department objectives Documents all collection efforts and contacts with members in a thorough and timely manner to ensure updated information is available to front line and other employees Perform daily balancing of all financial transactions performed Establish and maintain co-operative relationships with members and co-workers Promptly solve member service complaints and issues with good judgment Actively engage in department initiatives, promotions and achieve assigned position goals Participate in training activities within the department or branch and with the Learning and Talent Development department; such training helps to ensure staff compliance with Credit Union policies and state and federal regulations and laws Perform skip tracing to locate members without valid contact information Coordinate with Recovery Specialists as needed Assist in training new employees on assigned duties and responsibilities Update, create and present training documents and processes for assigned duties and responsibilities Perform other duties and assist other employees as assigned Member Solutions Specialist II: All of Member Solutions Specialist I duties and responsibilities Exhibits specialized knowledge of one or more of the following : Real Estate based Loans Business Loans Consumer Loans Indirect Loans, including but limited to Leases and Merchant Lending Responsible for working escalated collection queues including but not limited to: Extension and Loan Modifications Loss Mitigation Requests First or early payment defaults Identify training opportunities and work with management to implement Strong understanding and application of Credit Union collection practices and strategies Take ownership of situations, utilize resources, approaches tasks with a solution based mindset and attention to detail Achieves assigned goals and is engaged in d