Member Solutions Representative II en Stanford Federal Credit Union

Member Solutions Representative Opportunity at Stanford Federal Credit Union! 

We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry. 

Stanford FCU is a $4 billion company with a global reach of over 88,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!

The Member Solutions Representative is responsible for maintaining a financially sound loan portfolio through early delinquency control of all Consumer Loans, Real Estate Loans, and Home Equity LOC's. Methods to accomplish this includes, but are not limited to, phone calls, collection letters, emails, in-person interviews, and text messages under special circumstances.

*Please note, this position is hybrid onsite – not remote*

Who YOU are:  

• One to three years’ experience in credit union or financial institution collections.
• Ability to perform in-depth dialogues, conversations, and explanations with members, colleagues, and outside vendors can be of a sensitive and/or highly confidential nature. 
• Must be able to perform arithmetic calculations (adding, subtracting, multiplication, division, percentage), and compute interest calculation based on principal balance, interest rate, and time.
• Demonstrate ability to effectively handle multiple, simultaneous, and changing priorities, and perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Possess interpersonal skills when communicating with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

What YOU’LL do:

• Analyze the accounts, prepare for the calls, and call members. Interview members to determine reason for delinquency. Take appropriate action to resolve the account (could include loan modification or loan workouts). 
• Counsel members concerning their financial obligations, advise of options, and solicit agreement of payments.
• Notate in various systems such as DNA, DDS, or Temenos the details of the conversation and the outcome. Ensure members' files are kept updated and complete and required documents are scanned into the imaging system.
• Skip-trace members who could not be reached or members who do not respond to our collection effort after 1 letter and 3 messages or when a loan reaches 30 day delinquency status.
• Respond to members' inquiries regarding their loans or accounts with SFCU.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, the Office of Foreign Assets Control Act, the NCUA Rules and Regulations, and the Fair Debt Collections Practice Act.

Some of our benefits for YOU:   

• 100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
• Employer 401(k) matching up to 5% plus additional annual discretionary contributions
• Education reimbursement up to $5,200/year
• Employee recognition program with cash incentives 
• Commuter Toll reimbursement $100-$200/month (based on position)
• Wellness Benefits up to $1,200 per year
• Paid Sick Time accrues at two weeks per year
• Paid Vacation Time accrues at three weeks per year
• Paid Federal banking holidays (approximately 11 per year)
• Ongoing training and education, seminars, and conferences
• Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
• Waived fees and deposit bonuses on Stanford FCU accounts
• Flex health/transit plan availability 
• Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources

If you are ready for this awesome opportunity (or know somebody who is) please contact us today! 

Stanford Federal Credit Union provides competitive pay ranges based on factors such as (but not limited to) the scope and responsibilities, qualifications needed for the position and external market pay for comparable positions.

Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions. 

Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.