Member Solutions Consultant

Description

Job Title: Member Solutions Consultant Department: Member Solutions

Reports to: Vice President of Lending Classification: Non-Exempt

Job Summary:

Responsible for performing collection activities associated with delinquent or possibly delinquent member accounts, including shares, MasterCard credit and debit cards, lines of credit, secured loans, signature loans, student loans, business loans, real estate loans and home equity lines of credit that may be involved in bankruptcy or legal proceedings. Reviews delinquent accounts, determines credit union position and, as circumstances indicate, develops and directs a long-term solution to delinquency. Assists management in all aspects of the collection of the above-mentioned accounts including, but not limited to collateral recovery, loan modification, and placement for third party collection. Performs tasks with a high level of professionalism and attention to detail to ensure that the credit union's professional image is maintained. 

Positions Supervised:

• None

Duties/Responsibilities:

• Assumes responsibility for the effective and professional performance of collections functions.
• Utilizes effective member service skills, listening skills and various forms of persuasion to communicate a professional credit union image and mitigate losses. Calms irate members and answers member questions and complaints relevant to department functions.  
• Determines credit union position in bankruptcy proceedings and ensures member accounts are handled in accordance with the bankruptcy code. 
• Monitors loans to protect the credit union’s interest in the collateral and proper execution of our force placed insurance program. 
• Actively updates all queues to ensure proper documents, communications, claims, collateral recovery and/or legal proceedings are completed in a timely manner. 
• Recommends and prepares accounts for charge-offs to management. Researches and prepares a plan for third party recovery.
• Performs member solution efforts in accordance with credit union policies and procedures and ensures they are legally compliant with state and federal regulations. 
• Assumes responsibility for the efficient administration of collections activities.
• Promptly addresses member communication by being logged into the phone queue and responding to all faxes, tickets and emails.
• Maintains accurate and up-to-date documentation on all member solution actions taken, including telephone conversations, letters and/or notices sent, alternative financial arrangements, and any additional correspondence on all accounts. 
• Research loan accounts that appear on late and potentially late records to ensure that credit union errors are detected promptly. Provides members the opportunity to fully explain their loan status.
• Assumes responsibility for ensuring that professional business relations are established and maintained with credit union members and vendors.
• Maintains the credit union's professional reputation throughout member solution operations and in all contacts with members and vendors.
• Maintains confidentiality.
• Develops contacts with the Credit Union League, other financial institutions, peer groups and vendors. Uses shared information to effectively minimize credit union losses.
• Assumes responsibility for establishing and maintaining effective communication and coordination with credit union personnel.
• Assists all partners as needed.
• Keeps management informed of activities, progress attained toward established objectives and of any significant problems.
• Attends and participates in meetings as required.
• Assumes responsibility for related duties as required or assigned.
• Stays informed of changes in member solution policies, procedures, and related legal requirements and is prepared to adapt to changes dynamically. 
• Actively and professionally cross-sells credit union services.
• Ensures that work area is clean, secure, and well maintained.

Performance Measurements:

• Perform consistent maintenance of delinquent account queues through effective member communication in accordance with all credit union policies and regulatory compliance
• Ensure appropriate collection actions are instituted that are in accordance with established credit union policies and regulatory compliance. Legal actions are closely supervised and directed.
• Ensure delinquent accounts are promptly collected, and required reports, assignments, and records are accurate and timely to achieve a delinquency ratio which meets management standards. 
• Maintain professional business relations with members. Makes certain that members are properly assisted with their financial problems and their questions are courteously answered.
• Establish and maintain effective working relations with credit union business partners, vendors, credit union personnel and management. Ensure internal partners are supported and treated with respect. Keep management appropriately informed of area activities.  

Required Skills/Abilities:

• Accuracy and thoroughness in work.
• Ability to manage projects.
• Excellent verbal and written communication, telephone, and public relations skills.
• Ability to work well independently and with a team in stressful situations.
• Basic knowledge of collection procedures, skip tracing, and related laws and regulations.
• Thorough understanding of credit union services, products, and policies.
• Knowledge of loan contract terms and agreements.
• Familiar with deposit programs, account ownership, and insurance coverage available to Members and the Credit Union.
• Some understanding of court systems (Small Claims, Bankruptcy).
• Basic knowledge of simple interest loans, priority of liens, and collateral valuation.

Education and Experience:

• High school graduate or equivalent.
• Additional business training strongly preferred.
• One to two years of collection experience or experience with a full-service financial institution.

Physical Requirements:

• Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Average Hearing: Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
• Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Employee signature below indicates the employee's understanding of the requirements, essential functions, and duties of the position.

Employee______________________________________ Date__________________