Credit Union Member Solutions Specialist (Collections)
$45,760–$52,000 year
On-siteColumbus, Ohio, United States
Job Summary
Contact delinquent members by phone and mail to reduce delinquency and loss on credit union products while meeting minimum outbound call goals. Listen to member issues, offer solutions, and persuade members to resolve delinquency using effective communication techniques to overcome objections. Adhere to the member contact process, annotate every attempt, and review negative shares and NSF checks daily to manage accounts and initiate repayment plans. Answer inbound calls regarding negative share accounts, delinquent loans, credit cards, and charged-off accounts. Process letters for delinquent loans and credit cards, make recommendations to leadership based on communications, and engage in problem resolution by clarifying complaints and expediting corrections. Comply with federal, state, and local regulations while maintaining member and employee confidentiality.
Required Qualifications
- High School Diploma or GED
- 1-3 years of previous experience working in a financial institution, credit union, or bank
- Must be located in the Columbus area
- Must have reliable transportation to the Columbus branch location
- Must be able to work a flexible schedule
- Must be able to maintain confidentiality
- Must be able to work occasional overtime and weekend work
Desired Qualifications
- Associates degree
- 1-2 year of relevant collections experience
- Knowledge of credit union loan products, services, policies, and procedures
- Understanding of related legal and regulatory standards
- Ability to communicate with others one-on-one, fielding questions and responding to complaints
- Strong, friendly voice and demeanor, good diction
- Ability to compute rate, ratio, and percent, and to apply these concepts to practical solutions
- Ability to define problems, collect data, establish facts, and draw conclusions while dealing with a variety of abstract and concrete variables
- Ability to write reports and correspondence
- Ability to work independently
- Aptitude to operate computer related equipment, applications and accessories
- Skill to deal with the occasional unpleasant, angry or discourteous person
- Capacity to operate multiple computer web applications at the same time
- Working knowledge of multiple communication channels (such as: Microsoft Teams)
- Strong listening skills
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