Member Solutions Associate
$42,619–$63,939 year
On-siteWichita, Kansas, United States
Job Summary
Manage an assigned queue of delinquent accounts across consumer, commercial, real estate, and depository products by initiating contact via phone, text, and email to resolve outstanding balances. Build rapport with members to explore repayment options, create realistic payment plans, and document all interactions and agreements in the system. Apply compliant collection strategies tailored to each situation to ensure timely recovery while assisting with skip tracing and collaborating with internal teams to resolve account issues. Maintain availability during scheduled hours to operate within the phone system and provide timely updates to management on account trends and member concerns.
Required Qualifications
- Completed high school diploma, GED or equivalent combination of formal training and experience
- 1-3 years collection experience
- Knowledge of collection procedures and related laws and regulations
- Familiar with default and enforcement clauses
- Familiar with deposit programs, account ownership, and casualty insurance
- Understanding of Credit Union loan products and policies
- Basic understanding of the U.S. Bankruptcy Code
- Monitoring delinquent accounts
- Negotiating repayment plans and establishing feasible payment arrangements
- Basic understanding of credit union products and services
- Basic understanding of regulations such as FDCPA, TCPA and SCRA
- Familiarity with U.S. Bankruptcy Code
- Experience with core banking/collections software, CRM tools, and Microsoft Office
- Documenting all communications and outcomes in accordance with policy
- Basic understanding of accounting principles such as loan amortization, interest calculations and basic financial acumen
- Managing inbound and outbound calls efficiently in a fast-paced environment, using multi-line phone systems and other tools
- Limited lifting up to 10 lbs
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