Member Solutions Representative III

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.

* SELECTION PROCESS:

As part of our preliminary recruiting process, we kindly ask candidates to complete an online assessment sent to their email from our third-party vendor, HireVue. To be considered, please complete the assessment within the allotted time. If you don't receive it after applying, check your spam folder. Assessment results are valid for 6 months.

ACCOUNTABILITY STATEMENT

The Member Solutions Representative contacts members to effectively reduce VyStar exposure to financial losses caused by delinquent accounts. Activities must be conducted in compliance with federal and state regulations.

ESSENTIAL JOB FUNCTIONS

• Reviews delinquency reports and collection system information to determine appropriate collection activity to effectively collect monies due from members.  Contacts members to discuss delinquency. Obtains information to effect collection on accounts and make up-to-date arrangements.  Follows up regularly if debt not paid current.
• Skip traces difficult to locate members to establish contact by reviewing all relationships in Miser, free internet sites, and skip tracing tools. Submits the account to the skip tracing team to further locate member when preliminary methods are unsuccessful. Recommends to the Member Solutions Supervisor accounts for repossession review when necessary.
• Considers and recommends extensions and/or payment arrangements on delinquent accounts to bring due date current. Consults as needed with the Consumer Loan Modification Team regarding extensions, payment arrangements, and workouts.
• Reviews and recommends charge-off accounts to Supervisor, Manager and/or AVP. 
• Performs other duties as assigned.
• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

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 one (1) year prior collection, call center, and or customer service 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 three months to be fully functional in the job.

EDUCATION, PHYSICAL & MENTAL REQUIREMENTS

The minimal formal education required is a high school diploma or its equivalent.

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, i.e., report and computer displays.

JOB REQUIREMENTS

The incumbent is required to complete all department defined Computer Based Training courses within 90 days from the hire date achieving a passing score of at least 80%.

The incumbent is required to receive, review, sign, and return to their Collections Supervisor copies of the Attendance Policy, Vacation Policy, Dress Code, and Code of Ethics within the first 30 days of employment.

KNOWLEDGE, SKILLS, & ABILITIES

During the first six months of employment in the Member Solutions Department, the incumbent must be capable of demonstrating knowledge and skill in the following:

How to navigate through Atlas (Miser) and know the basic speed keys.

Basic desktop procedures for closing accounts.

Basic desktop procedures for waiving late or nsf fees.

Basic skip tracing skills

How to open or close checking and savings accounts.

Basic desktop procedures for placing flags on accounts and removal

How to access PSCU and check balance, delinquency, statements, and history.

Proficient with Report Portal, Microsoft Office, and VeriFone

During employment the incumbent must maintain a satisfactory attendance and performance record.

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.

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

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

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