Member Solutions Specialist

4 weeks ago

East Lansing, United States Michigan State University Federal Credit Union Full time

Michigan State University Federal Credit Union

Member Solutions Specialist

East Lansing ,

Michigan

Apply Now

Position SummaryMember Solutions Specialists play an integral part in assisting members experiencing financial difficulties and helping find creative solutions to assist members with their financial obligations. They educate and empower members to make informed financial decisions with a focus on continued membership with the Credit Union. The Member Solutions Specialist will work with members who are delinquent on their secured, revolving, business and personal loans. Qualified candidates will be knowledgeable about financial products and services, capable of clearly communicating hardship assistance options, able to identify creative financial solutions for members while protecting the Credit Union's ability to collect on amounts owed. Member Solutions Specialists will possess the ability to interact with empathy and understanding.Pay & BenefitsHourly rate starting at $18/hr100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability PremiumsUp to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays401(k) with a 2:1 MatchTuition Reimbursement12 Weeks of Paid Parental LeaveWork LocationThis position offers a hybrid (role with a combination of working both onsite at the Headquarters 2 building in East Lansing and remotely). A schedule of expected onsite and remote workdays will be discussed during the interview process.Essential Duties and ResponsibilitiesMember Solutions Specialist I:Responsible for working collection queues in accordance with the department's processes, procedures and in accordance with the applicable laws, regulations and collection policyUnderstand and follow the Credit Union's collection escalation practices and strategiesAssist members in a friendly, professional manner and support the Credit Union's mission statementAnswer pilot calls promptly with professionalism in accordance with department objectivesDocuments all collection efforts and contacts with members in a thorough and timely manner to ensure updated information is available to front line and other employeesPerform daily balancing of all financial transactions performedEstablish and maintain co-operative relationships with members and co-workersPromptly solve member service complaints and issues with good judgmentActively engage in department initiatives, promotions and achieve assigned position goalsParticipate in training activities within the department or branch and with the Learning and Talent Development department; such training helps to ensure staff compliance with Credit Union policies and state and federal regulations and lawsPerform skip tracing to locate members without valid contact informationCoordinate with Recovery Specialists as neededAssist in training new employees on assigned duties and responsibilitiesUpdate, create and present training documents and processes for assigned duties and responsibilitiesPerform other duties and assist other employees as assignedMember Solutions Specialist II:All of Member Solutions Specialist I duties and responsibilitiesExhibits specialized knowledge of one or more of the following :Real Estate based LoansBusiness LoansConsumer LoansIndirect Loans, including but limited to Leases and Merchant LendingResponsible for working escalated collection queues including but not limited to:Extension and Loan ModificationsLoss Mitigation RequestsFirst or early payment defaultsIdentify training opportunities and work with management to implementStrong understanding and application of Credit Union collection practices and strategiesTake ownership of situations, utilize resources, approaches tasks with a solution based mindset and attention to detailAchieves assigned goals and is engaged in d

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