Sr. Member Solutions Specialist -Collections

• Provides excellent internal and external member support through all channels with a focus on first-contact-resolution and problem solving for delinquent accounts and inquiries.
• Follows regulatory, GSE/investor, TCU, agency, and department guidelines, policies, and procedures when handling all collection and loss mitigation functions.
• Performs assigned collection and loss mitigation duties including direct member contact through all approved channels to meet or exceed department goals.
• Uses consultative approach to assess and address a complex range of member a member's financial condition.
• Identifies opportunities to deepen the member relationship by promoting and educating members around all products and services based on the member contact reason.
• Manages reports, deadlines, and compliance requirements related to third party vendors.
• Suggests improvements to processes and policies to improve efficiency, accuracy, and member experience.
• Based on experience, manages processes and inquires related to repossession, bankruptcy and system testing.
• Utilizes proven decision making skills when handling exceptions to policies and procedures within assigned authority levels.
• Participates in ongoing training programs and maintains up-to-date information and working knowledge of all Credit Union products, services and promotions.
• Coaches, mentors, and trains junior or less seasoned staff as needed.
• Based on knowledge and experience, accountable for accurate and timely executive reporting aligned to areas of responsibility.

• Sound understanding of credit union products and services.
• Working knowledge of the Fair Debt Collection Act, Rees Levering and relevant regulatory guidelines.
• Ability to work independently and motivated to achieve goals with minimal supervision.
• Effective and professional verbal and written communication skills.
• Ability to self-direct, use independent judgment and multi-task with proficiency.
• Detail oriented, with strong analytical and organizational skills.
• Proficiency with Microsoft Office for Windows.
  
  

• Reports directly to assigned Member Solutions department management.
• Normally receives detailed instructions on all work.
• HS Diploma and 2 years previous collections experience required.

Member Solutions Specialist - Grade 10/Non-Exempt

• Reports directly to assigned Member Solutions department management.
• Normally receives general instructions on routine work, and detailed instructions on new assignments.
• HS Diploma and a minimum 4 years of collections experience or related experience.
• Knowledge of Fair Debt Collection Act required.

Senior Member Solutions Specialist - Grade 11/Non-Exempt

• Reports directly to assigned Member Solutions (Collections) department management.
• Normally receives little instruction on day-to-day work, and general instructions on new assignments.
• HS Diploma and a minimum 5 years collections and loss mitigation or related experience.
• Knowledge of Fair Debt Collection Act and Rees Levering required.

• Associate Member Solutions Specialist - Grade 9: $23.49 - 29.01/hr
• Member Solutions Specialist - Grade 10: $25.57 - $31.58/hr
• Senior Member Solutions Specialist - Grade 11: $27.96 - $34.53/hr

• Competitive medical, dental, and vision insurance
• Mental health and wellness programs
• Employee performance incentive plan
• Merit-based salary increases
• 401(k) program with immediately vested employer match
• Generous holiday and vacation policies
• Exclusive TCU perks such as employee loan and credit card discounts