JOB DESCRIPTION
Summary/Objective:
The Assistant Member Solutions Specialist supports the Member Solutions Specialist and VP of Lending with day-to-day collection activities. This position contacts members regarding delinquent accounts, documents collection efforts, assists with payment arrangements and account resolution, maintains accurate records, and helps ensure collection activities comply with credit union policies and applicable laws. The role escalates complex accounts and recommends next steps to the appropriate manager or specialist.
Essential Functions:
· Contact members by telephone, text message, email, and written correspondence regarding delinquent consumer loan and deposit accounts.
· Review assigned accounts, gather relevant information, and follow established collection procedures and work plans.
· Discuss account status with members, identify appropriate payment options, and assist with approved payment arrangements and account resolutions.
· Accurately record member contacts, promises to pay, payment arrangements, and account actions in the collection and core systems.
· Monitor assigned accounts and follow up on broken promises, missed payments, returned mail, and other collection activity within required timeframes.
· Prepare routine notices, account documentation, reports, and files for review by the Member Solutions Specialist or VP of Lending.
· Assist with referrals to approved third-party vendors, legal counsel, repossession agents, and other service providers as directed.
· Maintain accurate and complete electronic and physical files related to collection, bankruptcy, repossession, and account resolution activities.
· Escalate complex, high-risk, legal, bankruptcy, repossession, foreclosure, or policy-exception matters to the appropriate manager or specialist.
· Provide courteous, professional service while handling sensitive member situations and protecting confidential information.
· Follow the Fair Debt Collection Practices Act, applicable state and federal laws, and credit union policies and procedures.
· Keep the Member Solutions Specialist and VP of Lending informed of significant account developments, member concerns, and emerging trends.
· Perform other duties and projects as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Competencies:
· Member service and interpersonal skills
· Clear verbal and written communication
· Sound judgment and problem-solving
· Organization, accuracy, follow-through, and ability to meet deadlines
· Ability to work independently while seeking guidance on complex or escalated matters
· Proficiency with Microsoft Office, Adobe Acrobat, and core financial and collection systems
· Ability to learn and consistently follow collection procedures, documentation standards, and regulatory requirements
· Professional communication with members, staff, and vendors
Supervisory Responsibility: None
Work Environment: Work is performed in a financial institution environment.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
This is largely a sedentary role; however, some filing maybe required. This may require bending or standing as necessary. The employee must be able to lift up to 25 lbs.
Position Type/Expected Hours of Work: The Assistant Member Solutions Specialist position is a full-time, non-exempt position. Work is performed primarily in an office environment. Hours of operation are Monday through Friday, 8:00 a.m. to 5:00 p.m. Periodic overtime, weekend, or evening work may be required.
Travel:
Travel is rarely required and may include continued education, seminars, or branch and department visits.
Required Education and Experience:
· High school diploma or equivalent.
· One year of experience in collections, loan servicing, member service, or a related financial-services role is preferred.
· Experience working in a credit union or financial institution is preferred.
· Ability to remain professional and composed when handling difficult or sensitive situations.
Additional Eligibility Qualifications: None required for this position.
EEO Statement:
Oregonians Credit Union provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, genetics or disability in accordance with applicable laws. This policy applies to all terms and conditions of
employment, including, but not limited to, hiring, placement, promotion, termination, lay-off, recall, transfer, leaves of absence, compensation and training.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Oregonians Credit Union reserves the right to revise the job description at any time and to require staff members to perform other tasks as circumstances or conditions of business change.
Pay: $25.00 - $30.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Opportunities for advancement
- Paid time off
- Tuition reimbursement
- Vision insurance
Work Location: In person
