Member Services Representative

2 weeks ago

Tampa, Florida, United States Suncoast Credit Union Full time

Position Overview:

Compensation: $24.00 per hour based on experience and qualifications

Schedule: Monday to Friday from 7:00 AM to 8:00 PM & Saturday from 8:00 AM to 1:00 PM various shifts available within operational hours

Remote Work Opportunity

The Member Solutions Advocate engages with members who have overdue accounts through various communication channels, including phone, electronic, or written correspondence within a call center setting. This role involves identifying the causes of loan delinquency and, in accordance with Credit Union policies, providing recommendations to help restore loans to current status, reduce Credit Union losses, and enhance net recoveries.

Key Responsibilities:

  • Interact with members concerning their overall relationship and overdue accounts through phone, electronic, or written communication. Conduct financial assessments to identify reasons for loan delinquency and evaluate members' capacity to bring loans up to date.
  • Guide colleagues as necessary to foster knowledge sharing.
  • Directly address member complaints and escalated issues, identifying, investigating, and resolving complex account-related problems.
  • Manage a portfolio of loans at various stages of delinquency and/or high risk to mitigate the Credit Union's financial exposure.
  • Handle assigned collection queues and other specialty queues as designated by supervisors or management on a daily basis.
  • In line with Credit Union policies, provide suggestions or recommendations to restore loans to current status, which may include payment extensions, due date modifications, referrals to external consumer credit counseling, repossession options, or redemption.
  • Document all activities resulting from each call on assigned accounts in Member Solutions software, ensuring the accuracy of account information. Make necessary corrections or refer accounts to the appropriate department for further investigation. Complete the required number of collection calls daily.
  • Utilize various credit reporting and skip tracing tools and/or software to gather information that aids in the recovery of funds.
  • Execute rights of offset on depository accounts and allocate funds to overdue and/or charged-off loans. Record payments to members' accounts and the General Ledger.
  • Assist in training new Member Solutions staff and provide training to other Credit Union employees on Member Solutions policies and procedures.

Qualifications:

  • High school diploma or equivalent.
  • A minimum of 5 years of progressively responsible experience in consumer collections within a financial institution.
  • Basic accounting skills to accurately post payments to the General Ledger and members' accounts.
  • Ability to prioritize tasks and effectively manage competing and changing priorities to meet deadlines.
  • Detail-oriented, organized, and proficient in task management.

Benefits:

  • Financial Well-Being: Bonus Program up to 9%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts.
  • Wellness: Medical, Dental, and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage.
  • Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO.
  • Community Involvement: Paid Volunteer Hours.
  • Growth Opportunities: Degree Assistance up to $5,000 per year.
  • Flexibility: Remote, Hybrid, and Onsite Schedules.
  • Security: Pet Insurance, Free Identity Theft Protection, Legal Assistance.

For further details, including additional benefits, please visit our benefits website.

Company Overview:

Suncoast Credit Union is recognized as a Top Workplace by the Tampa Bay Times, reflecting its commitment to fostering an inclusive culture that values growth and community engagement. Established in 1934, Suncoast has a strong history of employee stability.

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