COLLECTION SPECIALIST (PART-TIME)
Service 1 Federal Credit Union is seeking a detail-oriented, consistent, and self-motivated Collection Specialist (part-time). The Collection Specialist will be responsible for the control of delinquent loan and negative share accounts, pending late payments and deposit reminders, as well as optimizing collections on accounts while balancing the goodwill of members with the overall business interests of the credit union. Applicants should exude a positive, courteous and professional attitude. Strong verbal communication skills and the ability to prioritize assignments is imperative.
Essential functions include:
- Process correspondence from the collections department, ensuring accuracy of work.
- Maintain collection files according to department procedures.
- Input data into the credit union’s collection tracking and follow-up system and generate reports as requested.
- Respond to all forms of communication regarding payment notices and delinquent accounts.
- Provide members with a complete explanation of loan status as requested.
- Maintain a detailed record of all communications made regarding the delinquency.
- Contact negative balance and delinquent members using various forms of communication to determine the reasons for balance or delinquency and assist them in developing plans to bring accounts to a current status. Develop plans to collect on overdue/negative accounts.
- Notify joint applicants and co-signers regarding status of delinquent/negative accounts.
- Maintain accurate data for repossession log, bankruptcy files, charge-off list, etc.
- Research payroll deductions, stops, starts, and changes as they may affect the status of a loan repayment or share deposit.
- Assist with completing paperwork when filing a repossession or court order and serve as a liaison between Service 1 Federal Credit Union and any attorney or agency handling repossession of collateral.
- Perform other duties as needed.
Education and Experience Requirements:
- Excellent written/verbal communication skills
- Thorough knowledge of industry and regulatory compliance practices
- Ability to analyze and research information to determine a solution
- Ability to work independently and complete assigned tasks within identified time frames
- Possess strong organizational and planning skills
- Ability to represent Service 1 Federal Credit Union in a professional manner
Service 1 Federal Credit Union offers an amazing benefit package with health, dental, vision, short-term disability, long-term disability and group term life insurance coverage(s) available. A generous 401(k) contribution and PTO benefits are also provided. Wages commensurate with experience. EOE. Submit resume and salary requirements to [email protected] or by mail to: Service 1 Federal Credit Union, Attn.: Careers, P.O. Box 810, Muskegon, MI 49443
CONTACT CENTER SUPERVISOR (FULL-TIME)
Service 1 Federal Credit Union is seeking a motivated and knowledgeable Contact Center Supervisor (full-time). The Contact Center Supervisor will be responsible for overseeing day-to-day Contact Center operations, ensuring effective and efficient delivery across phone, chat, SMS, virtual teller, online account opening, home banking, and all other member correspondence. The Contact Center Supervisor will also be responsible for leading, coaching, and managing Contact Center staff to achieve performance goals while delivering exceptional, high-quality member service. Applicants should possess strong leadership skills, excellent communication skills, and a positive attitude.
Essential functions include:
- Assumes responsibility for the effective oversight and supervision of the Contact Center team.
- Assists in developing, supporting, and motivating the Contact Center team by ensuring access to the tools, training, and information required for success.
- Motivates and supports personnel through consistent communication, timely feedback, and ongoing performance discussions.
- Conducts observation-based coaching sessions to identify improvement opportunities and recognize positive behaviors across all engagement channels.
- Promotes a supportive, positive environment where personnel are empowered to solve problems and resolve member issues.
- Manages department schedules and staffing levels by monitoring attendance and engagement volume across all channels.
- Proactively identifies and resolves issues to minimize member impact and ensure timely resolution.
- Determines the appropriate course of action for problem resolution and communicates decisions clearly to all parties involved.
- Conducts research and resolves documentation errors or discrepancies accurately and promptly.
- Assists with high-level member escalations in a professional, timely, and solution-focused manner.
- Provides members with basic information regarding accounts, products, services, and payments, and performs basic account maintenance.
- Coordinates the completion of required forms for disputes, wires, accounts, and applications.
- Actively promotes cross-selling of products and services across all communication channels.
- Ensures Service 1 FCU’s brand and culture are consistently reinforced in all member interactions and internal practices.
- Complies with all policies, procedures, and Service 1 FCU’s Information Security policy.
- Keeps management informed of departmental activities, performance trends, and significant issues.
- Prepares and evaluates monthly reports to track volume and relevant channel statistics.
- Measures and monitors KPIs and overall performance results to support service and operational goals.
- Assists in the development of Contact Center policies, procedures, and quality standards.
- Perform other duties as needed.
Education and Experience Requirements:
- Previous Contact Center experience
- Previous financial institution experience (preferred)
- Demonstrate excellent communication skills
- Ability and desire to lead others
- Ability to make independent decisions
- Ability to analyze and research information to determine a solution
- Ability to present oneself as well as Service 1 FCU in a professional manner
Service 1 Federal Credit Union offers an amazing benefit package with health, dental, vision, short-term disability, long-term disability and group term life insurance coverage(s) available. A generous 401(k) contribution and PTO benefits are also provided. Wages commensurate with experience. EOE. Submit resume and salary requirements to [email protected] or by mail to: Service 1 Federal Credit Union, Attn.: Careers, P.O. Box 810, Muskegon, MI 49443
MEMBER SERVICE REPRESENTATIVE (FULL-TIME)
Service 1 Federal Credit Union is seeking a friendly, detail-oriented and professional Member Service Representative/Teller (full-time). Applicants should exude a positive, courteous and professional attitude.
Essential functions include:
- Perform routine member transactions via telephone or in person, including but not limited to: deposits, withdrawals, cash advances, loan payments, loan advances, transfers, check cashing, cashier’s checks, and money orders.
- Greet members and answer phones.
- Assist members in opening new accounts, including sub-accounts, and perform the necessary file maintenance to these accounts.
- Assist members with questions and account inquiries to include, but not limited to: ordering statement copies, check copies, check orders, placing stop payments, disputing unauthorized transactions, tutorials on using electronic services, etc.
- Other duties as assigned.
Educational and Experience Requirements:
- Experience in financial institutions preferred but not required
Required Skills:
Service 1 Federal Credit Union offers a generous 401(k) contribution and PTO benefits are also provided. Wages commensurate with experience. EOE. Submit resume and salary requirements to [email protected] or by mail to: Service 1 Federal Credit Union, Attn.: Careers, P.O. Box 810, Muskegon, MI 49443
