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Member Solutions Specialist

Corporate Office (Central Park)

Pay Range: $24.63 - $29.58

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

 

General Purpose of the Position 

Under the direction of the Member Solutions Leadership, this position is responsible for contacting members whose loan accounts (Consumer, Mortgage and VISA) are past due.  Arranges for liquidation of balances through payments, collection or workout loans.  Safeguards the assets of the credit union and determines collectability with initial review and analysis of past collection activity and risk to the credit union.  Assists with administrative tasks by performing the following duties.  Representative must be knowledgeable in all areas of the credit union operations. 

ESSENTIAL DUTIES AND RESPONSIBILITIES (includes the following). May perform other duties as requested or assigned. 

  • Consistently contacts members whose loan accounts are past due or who have negative shares.  Interviews and communicates with members (on the telephone, in person and in writing) to coordinate payment schedules to control delinquency and losses. Arranges for payments according to Collection Policy and Guidelines, Negative Share Collection Procedure, and Courtesy Pay Policy.  Documents all collections actions taken, including telephone conversations, alternative financial arrangements, and correspondence 
  • Performs financial counseling (remedial, preventative and productive) and interviews members to provide resolution to financial conditions.  Determines options for resolution and meets with Senior Member Solutions Specialists or Member Solutions Leadership to ascertain whether workout loans/rewrites are recommended.  Identifies the probability of payments, risk and assesses legal action including arranging assignment of vehicles to repossession specialist. 
  • May assist in reviewing and updating credit union procedures and policies when necessary. (NEW) 
  • Utilizes resources effectively to manage delinquent accounts, ensuring smooth teamwork throughout the delinquency lifecycle. 
  • Contacts members to provide updated insurance information and interfaces with Collateral Protection Insurance Company.  Interfaces with insurance agents to provide policy information. Files claims if needed with Collateral Protection Insurance Company. 
  • Prepares collection accounts for charge off and assists in preparing and distributing monthly reports (charge offs, delinquency, etc.) and reviews with leadership.  Prints, distributes and processes delinquency reports. 
  • Recommends delinquent loans for charge off or repossession based on thorough analysis. 
  • Assists members and employees to resolve problems on accounts.  Confers with personnel in other departments and branch offices to verify account information and locate related family members.  Uses software to perform skip tracing on members.    
  • Assists Member Solutions Leadership with researching information, creating, compiling, and organizing.  Composes and types of collection and related correspondence for department.   
  • Adheres to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act, OFAC, the US Bankruptcy Code, Fair Debt Collection Practices Act, Fair Lending Regulations, the FACT Act and the Fair Credit Reporting Act.  
  • Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position. 

 

Requirements 

EDUCATION AND EXPERIENCE 

Associate degree (A. A.) or equivalent from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience. 

OTHER SKILLS AND ABILITIES 

Knowledge of collection procedures and related laws and regulations. Understanding of Credit Union loan products and policies. Familiar with default and enforcement clauses. Familiar with deposit programs, account ownership, and casualty insurance. Knowledge of personal computer operations, with an emphasis in Microsoft products, including Microsoft Excel and Word. Knowledge of Credit Union computer system in order to input and set up, new loans, file maintenance, transfers and all related transactions. Ability to apply verbal and interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization. 

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is typically required to sit for long periods.  The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop and reach with hands and arms. The employee will occasionally lift and/or move up to [10] pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  [Limited travel required to visit CU locations as needed.]   

 

Core Competencies 

MEMBER FOCUSED  

Creates trust by building relationships and actively discovers the right solutions for Members and peers; understands that the credit union exists as a result of Member trust and loyalty in the organization and employees; is passionate and dedicated to meeting the expectations and requirements of internal and external Members.  

COOPERATION AND TEAMWORK  

Relates well to all kinds of people; builds appropriate rapport; works harmoniously with others; uses and understands diplomacy and tact; encourages collaboration; seeks opinions; is candid with peers; values working relationships. Readily puts in extra effort to accomplish important tasks. 

DECISION QUALITY  

Understands the member’s best interest is first; demonstrates decisions which are based on creating the best possible outcome for the member; makes decisions based on a mixture of analysis, wisdom, experience, and judgment; most recommendations and decisions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions. 

PROBLEM SOLVING  

Uses rigorous logic and methods to solve difficult problems creating effective solutions; is resilient and will own the solution and the problem; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers. 

ACTION ORIENTED   

Pushes self and others to achieve the best possible results for the Member, organization and employees; proactively seeks out opportunities; raises hand, rather than waits to be asked; not fearful of acting with a minimum of planning; understands that it’s OK to make a mistake (fail forward). 

ADAPTABLE  

Learns on the fly; is a relentless, versatile and an active learner; open to change; can learn new skills and knowledge; analyzes both successes and failures for opportunities to improve; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weaknesses and limits. 

INNOVATION 

A cultural mindset that supports new ideas, fosters experimentation and drives continuous improvement to deliver member value. 

Combines and brings forward ideas in unique ways to make connections between disparate ideas; willingness to explore different lines of thought and suggestions and try new ideas through experimentation, views situations from multiple perspectives; brainstorms multiple approaches/solutions to benefit members. 

 

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. 

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.

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