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Member Solutions Representative

Spectra Credit Union
Alexandria, VA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description
**Proof of COVID-19 vaccine is required for employment at Spectra Credit Union** 

Role

The primary function of this role is to preserve the credit union’s assets by controlling delinquent loan accounts, collecting delinquent loan payments and/or recovering collateral. This role also assists members in developing a plan to bring their accounts to a current status.

Major Duties & Responsibilities

50% - Contact members to determine the reasons for delinquency and take appropriate action to bring past due loans current, including real estate loans. Maintain accurate files and reports on all collections activity. Monitor payment arrangements on accounts assigned and respond to general mail requests and inquiries. Make recommendations to repossess collateral when other arrangements to bring the loan current are unsuccessful. Handle the incoming call queue from internal and external members.

25% - Provide counsel to members and discuss alternate financial arrangements. Analyze financial situation of delinquent borrowers. Resolve member problems. Make recommendations for collections workout loans.

10% - Initiate skip tracing efforts on debtors. Inform management of trends in loan underwriting contributing to delinquent/charged-off loans. Answer general collection questions from members and staff regarding loan payments and past due notices.

10% - Disperse the workload between the Member Solutions Specialists as requests come in. (i.e. Repossession inquiries are to be forwarded to the Sr. Member Solutions Specialist in charge, and bankruptcy information is to be forwarded to the Sr. Member Solutions Specialist) Mail out collection notices, both certified and non-certified.

5% - Post payments directly to accounts with no error. Post daily payments taken by card or ACH. Also post recovery payments from 3rd party collections attorney.

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.

Knowledge & Skills

EXPERIENCE

Six months to two years of similar or related experience in customer service or collections, including time spent in preparatory positions. Credit Union or other financial institution experience preferred.

EDUCATION/CERTIFICATIONS/LICENSES

A high school degree or GED is required. 

INTERPERSONAL SKILLS

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with members, other employees, and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. 

OTHER SKILLS

Excellent oral and written communication skills; ability to express ideas and procedures clearly and concisely; required to work with highly sensitive information. Must be organized, detail-oriented, a self-starter, and possess strong problem-solving skills. Knowledge of member services/loan policies and procedures; knowledge of basic collection law. Knowledge and proficient use of computer applications to include spreadsheet and word processing programs. 

ADA Requirements

PHYSICAL REQUIREMENTS

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.  

WORKING CONDITIONS

This position will be required to work in the office 2-3 days per week. Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. 

MENTAL AND/OR EMOTIONAL REQUIREMENTS

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.


Internal - Grade 8

Spectra Credit Union

Address

Alexandria, VA
22312 USA

Industry

Business

View all jobs at Spectra Credit Union