Member Solutions Representative

Role The Member Solutions Representative is responsible for the control of delinquent loan accounts and pending late payment reminders.
He/she makes follow-up telephone calls and written correspondence for delinquent loan accounts and maintains accurate records on delinquent loan accounts.
The Member Solutions Representative has the authority to obligate the Credit Union in a variety of loan contracts.
This position plays an important role in protecting the assets of the Credit Union.
He/she has the responsibility to our members to use tact and understanding when arranging repayment agreements, discussing the implementation of a budget or with any other assistance the member may be in need.
This position requires one to maintain and promote member confidence and goodwill.
Major Duties and Responsibilities  Implementing and adhering to the Collection policies and procedures in a consistent and thorough manner in order to minimize losses to the Credit Union.
 Contact delinquent members by telephone and mail to determine the reasons for delinquency and assist them in developing plans to bring account(s) to a current status.
 Follow-up on assigned queues and accounts by telephone and/or written correspondence.
 Notify co-signers regarding the status of delinquent accounts.
 Assist members with delinquent real estate loans to resolve delinquency.
 Determine when to pursue foreclosure or repossession proceedings in conjunction with the Member Solutions Manager.
 Determine when collateral should be repossessed in conjunction with the Member Solutions Manager.
 Work closely with other departments by helping to collect overdrawn and/or returned share draft accounts.
 Secure credit bureau reports for the purpose of skip tracing.
 Remain courteous and discreet in the performance of duties and keep all information concerning member accounts/loans in the strictest of confidence.
 Train new hires on the duties and responsibilities of a Member Solutions Representative.
 Offer creative suggestions to improve services and/or products to members and improve work efficiency.
 Attend and participate in in-house or off-site training, seminars, workshops and/or conferences.
 Attend and participate in department staff meetings.
 Perform described duties in a professional manner of conduct and dress in accordance with the position.
 Be available for Saturday (and nights) work hours on an as-needed basis as directed by the Member Solutions Manager.
 Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, The Patriot Act, and the Office of Foreign Assets Control.
 Perform other duties as assigned by the Member Solutions Manager.
Knowledge and Skills Experience  This position requires an aptitude for dealing with members, staff, and management in a highly professional and courteous manner.
It requires a high degree of skill in written and verbal communication combined with a great deal of attention to detail, consistency and urgency.
Developing member confidence, respect and possessing a genuine concern for the members’ welfare is of the utmost importance for this position to be effective.
Experience in the field is highly preferred.
Proficiency in math and one or more software applications is required.
Proven employee relations and interpersonal skills involving tact and persuasiveness must be used to reach an objective and to maintain goodwill.
This position requires a self-motivated, self'confident professional who possesses a high energy level and strong organizational skills.
Education/ Certifications / Licenses  High school diploma or equivalent is required.
Other Skills LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to members, potential members and other employees of the organization.
MATHEMATICAL SKILLS: Ability to add and subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
Ability to compute rate, ratio and percentage.
REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
OTHER SKILLS AND ABILITIES: Ability to operate, among other things, a multi-line telephone system with voice mail capability, fax machine, calculator, personal computer and copy machine.
Basic skills in Windows-based software programs including Word and Excel.
ADA Requirements Physical Requirements 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 of the position as required by applicable law.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, among other things, objects, tools, PC keyboard or controls; reach with hands and arms; and talk or hear.
The employee frequently is required to stand, walk and sit.
The employee is occasionally required to stoop, kneel, and or crouch.
The employee will need to lift box[es] of receipt paper and other supplies that may weigh in excess of 25 pounds.
Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Working Conditions Work is performed largely in a pleasant office environment with minimal chance for personal injury and moderate noise level.
There may be occasions when the work environment is stressful.
Work hours will normally be from Monday through Friday and may change depending upon our needs.
Mental and/or Emotional Requirements The mental characteristics necessary to competently perform this job include, but are not limited to, the need to use instructing and negotiating abilities, and imagination; to frequently use basic and complex numeric calculations, memory, and reading and writing ability; to continuously be alert, precise, resourceful, use problem solving; concentration, creativity and good judgment for any specific duration.
ADA Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
At Will The above statement reflects the general details considered necessary to describe the principal function of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in this job.
Nothing in this document restricts management’s right to assign duties and responsibilities to this job at any time.
This document should not in any way be considered an employment contract, or take away from, alter or modify your “At will” employment status.
EEO ValleyStar Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.