Member Solutions Support

POSITION SUMMARY

The Member Solutions Support Specialist is responsible for providing clerical and research support to the Member Solutions department, other Credit Union departments and all our members.

POSITION RESPONSIBILITIES

• Provide clerical and support services to Member Solutions department.
• General filing and document scanning.
• Creation and mailing of various collection related notices or correspondence, including but not limited to Right to Cures, HUD notices, deficiency letters, retitling document etc.
• Complete necessary account maintenance as needed.
• Prepare monthly charge off loans for submission to collection agency.
• Gather, scan and document mail received for department.
• Assist with any daily, weekly or monthly Member Solution department reports and queries.
• Ensure assigned related procedures are accurate and up to date.
• Provide general information and assistance to members in a timely manner.
• Complies with all aspects of BSA/AML and OFAC regulations as it relates to this position.
• Maintain a professional image of the credit union in dealing with members: provide friendly, helpful assistance, upgrade knowledge of financial products and protect member confidentiality.
• Completion of position education plan as defined by Management.
• Additional duties as assigned.

EDUCATION AND EXPERIENCE

• High school diploma or GED.
• Extensive experience supporting collections operations, recovery efforts, and member financial solutions within a financial institution.

KEY COMPETENCIES

• To assure member service is top priority; treat members and other employees professionally with courtesy and respect, always handle situations with the strictest of confidentiality.
• To maintain overall delinquency at below 1.00% Quality of work is satisfactory, with few exceptions. Occasionally identifies and resolves issues outside the normal scope of responsibility.
• To be aware of departmental goals and deadline requirements and attain as required.
• To have a thorough knowledge of the job, including knowledge of Fair Debt Collections Practices Act; to be cross-trained on all loan types; to be knowledgeable and in compliance with all bankruptcy laws and restrictions on collections and member contact; rarely need to ask questions.
• To use sound judgment when making decisions in normal situations. Keeps management informed regarding key operational issues affecting the department.
• To be a good team player, assisting other areas of the department as needed; occasionally make recommendations for operational improvements.
• To be adaptable; to adjust to change with reasonable instruction.
• To continually expand knowledge and develop skills.
• Must have good telephone technique and both written and verbal communication skills; ability to work with numbers and attention to detail; computer and key boarding skills.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office, the noise level in the work environment is usually quiet to moderate.
• Physical Requirements: Ability to sit or stand at a desk the majority of the workday; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard and phone. May occasionally reach with hands and arms; stoop, kneel, and crouch. The employee may occasionally lift and move up to 30 pounds.

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.