The primary purpose of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community,” by delivering outstanding service to both internal and external members. In addition, the Consumer Member Solutions Representative works a volume of assigned accounts and is required to meet a pre-set number of daily contacts and to permanently record all contact information in the member’s account history. The Consumer Member Solutions Representative is also responsible for utilizing various workout alternatives, such as repayment agreements and modifications, in order to keep delinquency at an adequate level to minimize losses. The incumbent is responsible for providing progress reports to the Member Solutions Manager and alerting the manager of possible risks and losses.

Community Credit Union is an Equal Opportunity Employer and supports a drug-free workplace.

ESSENTIAL DUTIES

1. Demonstrates enthusiastic support of the corporate mission, core values, and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.
2. Delivers service to both internal and external members that are in alignment with the credit union’s Service Promises and meets all established service goals.
3. Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities, and contributions of others, and conveys a willingness to assist and cooperate with others for the benefit of the organization.
4. Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines.
5. Notifies delinquent members of past due payments through telephone contact and/or written correspondence in accordance with organizational policies and Federal and State regulations.
6. Investigate, record, and report reasons given for payment failure and promises or resolutions to account activity. The incumbent provides recommendations to initiate more stringent or alternative collection activities.
7. Prepares recommendation packages for repossession, legal processes, or the assignment of unresolved accounts to the immediate supervisor.
8. Refers to Member Solutions Programs and Trouble Debt Restructuring and backs up the Mortgage Member Solutions Specialist with Fannie Mae modifications and HAMP analysis to resolve collection difficulties and avoid losses.
9. Attends legal proceedings when requested.
10. Effectively counsel members to prevent further collection issues.
11. Works effectively with members to resolve payment problems professionally and focuses on providing quality service and maintaining the dignity and respect of the members while performing collection activities.
12. Maintains the Member Solution department’s monthly reports.
13. Documents all collection/member solution activities, including but not limited to, utilizing the credit union processing system.
14. Fills in and backs up the Mortgage Member Solutions Specialist when needed.
15. Supports the development and training of new hires to ensure compliance with ongoing departmental procedures and practices.
16. Serves as mentor to new hires and resource to assist in resolving member issues effectively and efficiently.
17. Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
18. Performs other related duties and special projects as assigned.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED); or three (3) to five (5) years’ related experience and/or training; or the equivalent combination of education and experience. Work-related experience should consist of a financial institution operations or collections background. Educational experience, through in-house training sessions, formal school or financial industry-related curriculum, should be business or financial industry-related.
• Intermediate experience and knowledge of collection activities, terminology and processes, and related state and federal compliance regulations as well as credit union collection/member solutions policies and procedures.
• Knowledge of legal processes and court proceedings. Ability to discuss and comprehend legal collection activity with attorneys.
• Ability to read, analyze, and interpret general business documents and technical procedures.
• Effective organizational and time management skills, with the ability to multi-task, work with minimal supervision while performing duties, and be a strong team player.
• Intermediate skills in personal computer operation, including word processing and spreadsheet programs. Advanced math skills include, but are not limited to the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; requires extensive use of telephone and computer terminal; requires sitting for long periods of time.
• Exceptional oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, understand procedures, write correspondence, and communicate clearly to members and employees. Ability to deal with emotional behaviors in a calm, effective manner.
• Current Florida driver’s license and a vehicle with appropriate insurance coverage, if required to drive in the course of performing assigned duties and responsibilities.

The incumbent must be able to perform this position safely, without endangering the health or safety of the individual or others.