Member Solutions Specialist - Broomfield, CO - Premier Members Credit Union

POSITION SUMMARY:

Responsible for performing  member solutions activities associated with various delinquent member accounts, including overdrafts,  Visa credit cards, lines of credit, secured loans, signature loans and real estate loans.  Reviews delinquent accounts, determines probable reasons for account status, and contacts members to resolve the delinquencies.  Utilizes various techniques, as circumstances indicate, to promptly collect on delinquent accounts. 

ESSENTIAL FUNCTIONS:

• Live our mission and corporate philosophy on a daily basis:  Build Relationships and Add Value Everyday – B.R.A.V.E.
• Build member relationships that deliver value and demonstrate that we care
• Foster a positive environment through delivery of exceptional member experiences
• Responsible for working delinquency queues and making outbound calls
• Responsible for Charge off/Recovery queues and making outbound calls
• Assist in charge/recovery collection efforts
• Stay in a ready status to take in bound calls during the day
• Follows up on delinquent accounts using the tools provided by PMCU to secure a satisfactory resolution of the members delinquency
• Perform skip tracing as needed
• Performs collections efforts in accordance with Credit Union policies and procedures and ensures they are legally compliant
• Perform overrides as needed
• Complete Skip A Pays as needed
• Assist Branches/Contact Center and related departments as required
• Process mail and email daily both incoming and outgoing
• Assist in training new staff through mirroring
• Documents all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence on computer
• Maintains the Credit Union's professional reputation throughout collections operations and in all contacts with members
• Maintains confidentiality
• Assists area personnel as needed and participates in meetings as required
• Keeps management informed of activities, progress toward established objectives, and of any significant problems
• Stays informed of changes in collections policies, procedures, and related legal requirements
• A delinquency ratio which meets management standards is maintained.
• Professional business relations exist with members.  Members are properly assisted with their financial problems and their questions are courteously answered.
• Other duties as required

QUALIFICATIONS

EDUCATION/CERTIFICATION:     

• Completed high school diploma, GED or equivalent combination of formal training and experience

REQUIRED KNOWLEDGE:

• Knowledge of collection procedures and related laws and regulations suggested but not required
• Familiar with default and enforcement clauses suggested but not required
• Familiar with deposit programs, account ownership, and casualty insurance suggested but not required
• Understanding of Credit Union loan products and policies suggested but not required
• Familiar with deposit programs, account ownership, and casualty insurance suggested but not required
• Basic understanding of the U.S. Bankruptcy Code suggested but not required

EXPERIENCE REQUIRED:             

• Six months to One-year previous collection experience with full-service financial institution suggested but not required

SKILLS/ABILITIES:

• Strong interpersonal skills
• Good organizational and problem-solving abilities
• A high level of analytical skills
• Ability to operate related computer applications and business equipment
• Strong communication and phone skills
• Coordinate activities well with others
• Well organized and attentive to detail

WORKING CONDITIONS

• Standard office conditions
• Low to moderate noise
• Limited lifting up to 10 lbs.

This description has been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent.  It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

This Job Description is not a complete statement of all duties and responsibilities of this position and may change with or without notice.