Member Solutions Specialist III

The Member Solutions Specialist is responsible for assisting Members with past due consumer loans while minimizing the Credit Union's exposure to risk and loss. This position conducts inbound and outbound calls, working with members to understand their financial circumstances, identify solutions, and establish appropriate payment arrangements. The ideal candidate will approach sensitive financial conversations with professionalism, empathy, and a consultative mindset while adhering to established collections policies, procedures, and applicable state and federal regulations.

In addition to managing delinquent accounts, this position serves as a team lead and subject matter expert, assisting other Member Solutions Specialist with complex account questions, escalated member interactions, and procedural guidance.

Essential Functions

Conduct inbound and outbound collection calls to members, co-borrowers, and joint account holders to resolve past-due consumer loans and negative share balances. Evaluate members' financial circumstances, identify potential hardships, and negotiate appropriate payment arrangements, including available payment options and account resolutions. Assist with resolving Collateral Protection Insurance (CPI) and payment posting issues. Serve as a team lead and subject matter expert for Member Solutions Specialist (MSS) team, providing guidance on complex collection matters, procedural questions, and escalated member interactions.

Identify opportunities for additional team training and communicate recommendations to the Collections Supervisor. Collaborate with coworkers to support departmental goals and provide a positive member experience. Maintain compliance with Credit Union polocies, proceduers, the Bank Secrecy Act, and applicable state and federal regulations. Minimum Formal Qualifications for this Position: High School Diploma, GED, or equivalent, required. 4+ years' combined Customer Service, Collections and/or Consultative Financial experience, r equired.

Technical or Specialized Knowledge/Skills: Strong professional, diplomatic, and courteous communication skills are of critical importance with an emphasis on the ability to navigate challengind conversations, resolve concerns, and maintain a calm, respectful, and solution-oriendted approach. Strong knowledge of collection techniques, strong financial insight, and excellent negotiation skills. Strong attention to detail and accuracy of all transactions is of critical importance. Proficient in basic math (addition, subtraction, multiplication, and division) as well as basic loan interest calculations. Comprehensive product knowledge related to ATM, Debit, Shares, and Draft processes.

Strong understanding of and the ability to explain to members payment methods, loan products, underwriting, share accounts, depository processes & procedures, charge off processes & procedures, and credit implications. Excellent time management and organizational skills. Comprehensive…

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