MEMBER SOLUTIONS SPECIALIST at 4Front Credit Union

Traverse City, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

21 May, 26

Salary

27.6

Posted On

20 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Collections, Communication, Telephone Skills, Public Relations, Persuasion, Problem Solving, Record Keeping, Confidentiality, Computer Applications, Microsoft Office

Industry

Financial Services

Description

Description POSITION TITLE: Member Solutions Specialist DEPARTMENT: Member Solutions CLASSIFICATION: Non-Exempt APPROVED BY: CEO WAGE GRADE: 8 WAGE RANGE: $22.08 - $27.60 REPORTING RELATIONSHIPS POSITION REPORTS TO: Member Solutions Manager POSITION PURPOSE Responsible for performing collection activities associated with various delinquent accounts. Reviews delinquent accounts, determines probable reasons for account status, and contacts clients to resolve the delinquencies. Utilizes various techniques, as circumstances indicate, to promptly collect on delinquent accounts. Ensures the Company's professional image is maintained. ESSENTIAL FUNCTIONS AND BASIC DUTIES Assumes responsibility for the effective and professional performance of collections functions. Receives delinquency reports from the computer system and verifies the status of the accounts. Follows up on delinquent accounts by telephone, personal contact, and correspondence to secure a satisfactory resolution to the repayment problem. Discusses possible financial arrangements, informs clients of potential legal actions, and suggests financial counseling to arrive at suitable payment arrangements. Continues to collect until the account becomes a write-off, bankruptcy, or attorney account. Makes early contact with clients to collect and keep them informed of account status. Utilizes effective human relations skills and various forms of persuasion to present a positive Company image in an already negative situation. Calms irate clients and answers questions and complaints relevant to Department functions. Determines reasons for delinquencies and works toward permanent solutions. Minimizes losses by early actions. Utilizes further appropriate collection methods if initial attempts do not secure required payment. Recommends extensions of due dates. Suggests consolidations and financial counseling. Posts approved extensions and notifies clients of new due date by mail. Recommends and completes small claims court complaints and post judgment actions including garnishments and supplemental orders. Refers accounts to Member Solutions Manager for bankruptcy actions. Continues related collection efforts. Recommends possible charge-offs. Performs collections efforts in accordance with Company policies and procedures and ensures they are legally compliant. Assumes responsibility for the efficient administration of collections activities. Keeps accurate and up-to-date activity reports on late, potentially late, and delinquent accounts. Documents all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence on computer. Researches accounts that appear on late and potentially late records to ensure that Company errors are detected promptly. Provides clients the opportunity to fully explain their account status. Assumes responsibility for ensuring that professional business relations are established and maintained with clients and external contacts. Maintains the Company's professional reputation throughout collections operations and in all contacts with clients. Maintains confidentiality. Develops contacts with credit bureaus and other financial institutions. Uses shared information to effectively minimize Company losses. Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel. Assists area personnel as needed. Keeps management informed of activities, progress toward established objectives, and of any significant problems. Attends and participates in meetings as required. Complies with the U.S. Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures. Complies with the Gramm-Leach Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems and locations. Assumes responsibility for related duties as required or assigned. Stays informed of changes in collections policies, procedures, and related legal requirements. Ensures work area is clean, secure, and well maintained. PERFORMANCE MEASUREMENTS Delinquent and problem accounts are closely monitored and reviewed. Appropriate collections actions are instituted which are in accordance with established Company policies and are legally compliant. Delinquent accounts are promptly collected. A delinquency ratio which meets management standards is maintained. Professional business relations exist with clients. Clients are properly assisted with their financial problems and their questions are courteously answered. Required reports and records are accurate and timely. Good working relations exist with area personnel and with management. Management is appropriately informed of area activities. Good working relationships, DEI and collaborative initiatives exist with credit union personnel. Requirements QUALIFICATIONS EDUCATION/CERTIFICATION: High school graduate or equivalent. REQUIRED KNOWLEDGE: Knowledge of collection procedures and related laws and regulations. Understanding of Company policies. Familiar with default and enforcement clauses. Basic understanding of the U.S. Bankruptcy Code. Understanding of Small Claims Court system. EXPERIENCE REQUIRED: Previous collection experience recommended. SKILLS/ABILITIES: Accuracy and thoroughness in work. Excellent communication, telephone, and public relations skills. Ability to work well independently. Ability to work well in stressful situations. Ability to operate related computer applications and other business equipment including calculator, copy machine, printer, credit bureau terminal, telephone, fax. Able to use PC, calculator, and other basic business machines. Intermediate to advanced proficiency in Microsoft Office Software products (Word, Excel, PowerPoint and Outlook) required. PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. 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 MOTIONS: 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 50 lbs. of force occasionally. (Almost all office jobs.) WORKING CONDITIONS NONE: No hazardous or significantly unpleasant conditions (such as in a typical office). MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION REASONING ABILITY: Ability to deal with a variety of variables under only limited standardization. Able to interpret various instructions. MATHEMATICS ABILITY: Ability to perform basic math skills, use decimals to compute ratios and percentages, and to draw and interpret graphs. LANGUAGE ABILITY: Ability to use passive vocabulary of 5-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary. INTENT AND FUNCTION OF JOB DESCRIPTIONS Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Responsibilities

The specialist is responsible for performing collection activities on delinquent accounts by reviewing statuses, contacting clients via phone or correspondence, and negotiating repayment resolutions. This includes utilizing various collection techniques, suggesting financial arrangements, and ensuring compliance with company policies and legal requirements.