Member Assistance Representative

What You'll Do:

Member Assistance:

• Process extensions or loan applications while providing information, answering questions and resolving member problems about work-out loans and work-out programs available, in a timely and professional manner, and facilitate the processing of workout loans through the Consumer Lending department
• Perform routine tasks to meet the needs of members, including but not limited to file maintenance, initiate opening and closing of accounts, provides account or other information, and other related transactions in a quality and timely manner, including information about negative share/draft accounts, past due loans, levies, garnishments, and payment plan programs
• Administer and monitor the department's Service Member's Civil Relief Act (SCRA) program to aid those service members who have been materially affected by their active duty status change, and perform all file maintenance, prepare documentation, and follow up as needed on relevant accounts
• Seek additional methods to simultaneously help members with their past due loans or negative accounts while at the same time protect the credit union from additional losses

Support Collections Efforts:

• Contact and interview members that are either delinquent, in charge-off status, or negative in share/draft account to secure payment or arrange payment plans, in an effort to minimize losses to the credit union [as related to collections scorecard]
• Post all monies each month from various trustees, courts, members, venders, attorneys, etc.
• Monitor negative share/draft accounts that are in the 'Bounce Protection' program, and provide collections efforts where needed, post charge off payments, and input charge off information as needed
• Monitor charge off loan and share/draft reports and assign appropriate accounts to various third party collection agencies or attorneys on a monthly basis
• Delivers consistent, world class service to membership to achieve desired quality assurance rating, and contributes to the team effort
• Complies with bankruptcy laws, collection laws (such as FDCPA, when applicable), other relevant regulations (such as SCRA), as well as credit union policies and procedures.
• Perform all other collections department related duties as needed
• Demonstrates teamwork by exhibiting the following: contributing to team effort, initiative, dependability, positive attitude, good attendance, tact, and diplomacy.

What You Can Expect:

• We believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Benefits and Perks

Employer-Paid Benefits:

• Health Insurance (only employee premium paid)
• Short and Long Term Disability
• Life Insurance and AD&D

Benefits:

• Dental & Vision Insurance
• Health Care and Dependent Care Flex Spending Accounts
• 401K Plan with match (based on length of employment)

Perks:

• Generous paid time off- Earn over 3 weeks of PTO during your first year of employment
• Holidays- 11 observed holidays in addition to paid time off
• Tuition reimbursement- Up to $5000 per year
• Performance based Incentive program

What You Need To Succeed:

• High school diploma or equivalent
• 1 year working in a financial service industry

Preferred Education, Certifications & Experience:

• 1 year collections experience
• New account and loan training

Knowledge and Job Performance Requirements:

• Strong computer skills, including proficiency in Word, and Excel
• Excellent communication skills (oral and written) and research skills
• Ability to handle multiple tasks and cope with interdepartmental nature of the position
• Knowledge of the laws governing collection of delinquent accounts, including Fair Debt Collection Practices Act and Service Member's Civil Relief Act
• Capability of designing and implementing payment plans for members
• Knowledge of loan policies, forms and agreements pertaining to loans
• Knowledge of regulations governing Chapter 7 or 13 bankruptcies

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, employee is regularly required to sit, stand, and walk; use hands and fingers to handle or feel; reach with hands and arms; talk and hear.
• Must be able to lift and carry up to 20 pounds.
• Vision requirements include close and classroom vision.
• Rarely required to travel by automobile.
• Occasionally required to work other than normal business hour