Member Solutions Specialist I bei EFCU Financial Federal Credit Union

Description

EFCU Financial is a fun and award-winning place to work, proudly recognized as one of the “Best Places to Work” in the Greater Baton Rouge Area.  At EFCU Financial, we live by our core values of integrity, innovation, inclusion, and service. These values guide how we treat our members, support our community, and work together as a team.

We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. This includes medical, dental, and vision insurance, paid time off, holidays, parental leave, a 401(k) plan with employer contributions, tuition reimbursement, short- and long-term disability, life insurance, a Health Savings Account (HSA), pet insurance, and team member loan discounts. Our incentive plans and employee referral program reward your contributions, while our service awards recognize your dedication.

We’re currently seeking a Member Solutions Specialist I to join our team. In this role, you’ll support members in bringing their loans and negative balance deposit accounts to good standing with empathy and professionalism. You’ll work closely with members to understand their unique financial situations and use creative problem-solving to help them develop realistic, personalized repayment plans. This role requires someone who can think outside the box while maintaining compliance with EFCU Financials’ Member Solutions Policies and Procedures, as well as all applicable state and federal laws and regulations. The ideal candidate is both compassionate and resourceful, with strong communication skills and a commitment to helping members regain financial stability.

Duties and Responsibilities:

1. Contact and follow-up on delinquent loan and/or negative checking and savings accounts by telephone, email, text message and/or snail mail. Determine the reasons for delinquency and assist members to develop plans to bring loan payments current, including assistance with making payment arrangements, loan modifications and extensions to avoid charge off.
2. Notify co-signers regarding the status of delinquent accounts, when appropriate.
3. Update and log activity on accounts and loans through the Member Solutions system. Maintain a detailed written record of all communications made regarding delinquency.
4. Skip trace to locate members that we have not been able to contact utilizing the skip software, credit bureau reports and other resources as necessary. 
5. Assist members by investigating missed post or other payment errors and other concerns they may have. Make corrections in the core system and document appropriately.
6. Ensure proper posting of payments on delinquent accounts including charge-offs, if applicable.
7. Process total loss and Guaranteed Asset Protection (GAP) insurance claims and follow up with member on remaining balances.
8. Upon approval, assign and follow up with third party agents including collateral repossession, skip tracing, attorneys and other vendors as assigned.
9. Educate and assist other departments and Credit Union personnel in the areas of loan delinquencies, negative checking accounts, recoveries, corrective actions, and proper reporting procedures.
10. Prepare reports as requested by management.
11. Complete peer training and department presentations to support team development.
12. Respond to incoming telephone calls, text messages, and emails regarding delinquent accounts. Determining reason for delinquency and the best solution to help members cure delinquency and avoid charge off. 
13. Attempt to de-escalate, problem solve and negotiate with upset members.
14. Assist the Assistant Vice President of Member Solutions, the Vice President of Member Solutions and the Chief Audit Executive as needed.
15. Cross-sell Credit Union services when appropriate.
16. Assist in other assigned duties.

Non-exempt

Minimum Hourly Rate:  $20.04

Requirements

Critical Knowledge, Skills, and Educational Requirements:

• High School Diploma or equivalent.   
• Minimum of 2 to 5 years' experience in collections at a depository financial institution preferred. Prior Credit Union experience is highly desirable.  
• Knowledge of:
• Credit Union or regulated financial institution operations, policies and procedures.
• Federal and State financial institution laws and regulations pertaining to deposit, loan and electronic products and services.
• Ability to respond to a competitive and rapidly changing financial service environment.
• Ability to effectively manage many accounts simultaneously.
• Strong communication and interpersonal skills. Ability to project professional and business-like image on behalf of the Credit Union.
• Must be dependable and reliable.
• Must pass all credit and bond requirements.

Physical Requirements:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment where there is little discomfort or exposure to hazards due to temperature, dust, noise, etc.
• While performing the duties of this position, the team member is regularly required to walk; use hands and fingers, reach with hands and arms.
• The team member consistently is required to stand and sit, view computer screen, talk and hear, and at times may lift/move up to 10 pounds.