Member Solutions Specialist
$55,120–$59,280 year
HybridLittleton, Colorado, United States
Job Summary
Manage delinquency control and follow-up programs for loan and share accounts while conducting early-intervention outreach to members facing financial hardship. Maintain assigned queues through inbound and outbound communications via telephone, SMS, mail, email, and digital banking channels to negotiate payment arrangements and resolve account issues. Administer collection processes including garnishments, levies, and repossession activities, ensuring compliance with FDCPA, CFDCPA, and UDAAP regulations. Perform skip-tracing, coordinate with third-party vendors for collateral liquidation, and post authorized payments and adjustments to member accounts. Work hybrid schedule with three days in the branch and occasional on-call duties.
Required Qualifications
- High school diploma or equivalent plus additional training and/or experience equivalent to two years of college
- Two to five years of experience in collections, customer service, a financial institution, lending, or related experience
- Knowledge of collections principles and loss mitigation strategies
- Knowledge of, and ability to apply principles of collections and federal/state collection regulations
- Ability to negotiate payment arrangements and resolve member concerns professionally and effectively
- Ability to investigate account issues, analyze information, exercise sound judgment, and make informed decisions
- Strong organizational skills with the ability to manage multiple priorities and deadlines
- Ability to communicate effectively in writing and verbally (by phone and in person)
- Must be available for branch location at least three days a week
- Must be able to occasionally lift and/or move up to 25 pounds
Desired Qualifications
- Associate's degree
- Previous experience in collections, loan servicing, loss mitigation, or recovery operations
- Bilingual in Spanish and English
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