Member Solutions Representative I

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

ESSENTIAL JOB FUNCTIONS

• Reviews delinquency reports and collection system information daily to determine appropriate collection activity to effectively elicit monies due from members. Phones members to discuss delinquency. Obtains information to effect collection on account and make up-to-date arrangements. Converses with members to discuss account information or make loan payment arrangements. Accepts funds and enters information to post transactions on data processing system.
• Follows up regularly based on department requirements on accounts that remain delinquent.
• Skip traces difficult to locate members to establish contact. Locates collateral and recommends repossession when appropriate. Locates assets and recommends legal action which may ultimately reduce loss to VyStar.
• Considers and recommends deferments, work out loans and reduced payment plans on delinquent accounts focusing on permanently bringing accounts current. Completes modification request form that is routed to the TDR/MOD team for processing.
• Reviews and recommends charge-off accounts to Member Solutions Supervisor , Manager, AVP and/or VP.
• Performs other duties as assigned

VYSTAR EXCELLENCE

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:

* Focus Focus your full attention by carefully listening to and observing client or member.

* Connect Consistently be friendly and approachable. Demonstrate your care.

* Understand Listen empathetically and ask questions (70%/30% rule).

* Counsel Recommend solutions based on your member's needs and objectives.

* Advance Ensure that member's expectations were exceeded.

Verify necessary follow-up actions.

JOB QUALIFICATIONS - Experience

• A minimum of one-year prior office/clerical experience plus minimum of three (3) years prior collection experience is required. Familiarity with state and federal laws governing collection procedures are preferred.
• Assuming the above minimum experience, an incumbent selected for this position would need six months to be fully functional in the job.

JOB QUALIFICATIONS - Education, Physical and Mental Requirements

• The minimal formal education required is a high school diploma or its equivalent. Some college level courses preferred.
• Machines operated as part of this job include: calculator, computer, fax, copier and scanner.
• Position requires interpretation of auditory sources of information, i.e., group meetings, telephone calls, manual dexterity to permit interaction with a computer keyboard, the ability to organize and interpret data and visual interpretation, i.e., report and computer displays.
• As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

JOB REQUIREMENTS - Member Solutions Rep I advancing to Member Solutions Rep II

• Must have a minimum of 12 months employment in the Member Solutions Department with the Member Solutions Representative I designation.
• Must have achieved "Meets Expectations Medium" or higher on most recent annual evaluation.
• Must meet and maintain all Collections Department defined standards over past 12 months in the Member Solutions Representative I role.

These standards include but are not limited to:

• Calls per Hour
• Accounts Worked per Hour
• Promises to Calls
• Kept Promise %
• Account Review of 85% or Higher
• Call Productivity
• Roll Rate
• VyStar Excellence Behaviors

Must be recommended in writing by Member Solutions Supervisor to advance to Member Solutions Representative II. This written request is to include the Employee Certification Checklist documenting all the Member Solutions Representative's proficiency, behaviors, and competencies.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources