Member Solutions Support Associate

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.

Under the direction of the Member Solutions Leadership, this position is responsible for interfacing with members and must be knowledgeable in most areas of the credit union operations and assisting members with a full range of services and transactions as well as supports various functions for repossession, deceased, bankruptcy, and real estate. 

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

• Contacts members whose loan accounts are past due. Interviews and communicates with members (on the telephone, in person and in writing) to coordinate payment schedules.  Arranges for payments and enters information into collection notes according to Collection Policy and Guidelines. 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. Identifies the probability of payments, risk exposure, potential loss to the credit union.  

• Collaborates with external recovery companies to authorize and assign collateral repossessions. Reviews loan documentation for accuracy, recommends actions, prepares assignment paperwork, and flags accounts for legal actions. Requires expertise in loan documentation, analytical decision-making, and compliance with policies and regulations. 

• Possesses strong communication skills required to communicate with disgruntled or uncooperative members before and after repossession. Works to prevent repossession by providing financial counseling for members. Interviews and communicates with members (on the telephone and in writing) to coordinate payment schedules. Arranges for payments and enters information into collection notes according to Collection Policy and Guidelines.  

• Handles phone calls related to repossession, bankruptcy, and deceased matters while providing excellent customer service.  

• Investigates and performs heavy skip tracing and research on accounts to enable repossession of collateral. 

• Manages the accurate and timely completion of repossession affidavits, title transfers, and coordinating the submission of all necessary title documentation to vehicle auctions.  

• Process and tracks all tow notices promptly, ensuring the Credit Union’s interests are protected by following up on each notice and taking appropriate actions to address any issues or discrepancies. 

• Reviews all out of country travel requests and determines the risk associated to the Credit Union.  

• Processes and completes garnishments, liens, and levies served against member accounts by analyzing documents for legal validity, performing account analysis to determine appropriate response, and completing legal documents in response.  Processes related account transactions to ensure compliance. Notify members of legal action and provide related member service.  

• Processes monthly recovery payments from vendors and updates account records accordingly.  

• Interfaces with members to resolve problems on accounts. 

• Obtains updated information on accounts and enters information on system, research account history for discrepancies. Confers with personnel in other departments and branches to provide member service.  

• Prepares and maintains procedures for the duties of this position.  

• Assists Member Solutions Supervisor and Manager in compiling and researching information for organizational initiatives and takes on projects as requested.  

• Provides excellent service by demonstrating courtesy and personal concern for members and co-workers needs and follows-up to ensure those needs are met. 

• Performs other duties as assigned.  

• 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 

High school diploma or general education degree (GED); or one-year related experience and/or training; or equivalent combination of education and experience. 

OTHER SKILLS AND ABILITIES 

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 collection procedures and related laws and regulations.  Ability to evaluate different types of critical collection problems and react with a high degree of judgment. knowledge of laws concerning credit extension and collection practices. 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.   

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. 

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.