Hybrid Sr. Member Solutions Rep na Meritus Credit Union

Department: Member Solutions

Classification: Non-Exempt

Reports to: Member Solutions Manager

General Summary

 Provide collection support to the Member Solutions Manager and team in accordance with Credit Union Policies and Procedures. Responsible for projecting a positive image as a representative for the Credit Union.

Job Specifications and Requirements

• Professional, well-developed interpersonal skills essential to deal courteously and effectively with a diverse group of staff and members. Excellent negotiation and conflict resolution skills needed.
• Previous Collections experience in a financial industry setting required.
• Intermediate mathematical skills required (calculations, and concepts involving decimals, percentages, fractions, etc.)
• Strong analytical and problem-solving abilities to assess account risk and recommend recovery strategies.
• High attention to detail with accurate documentation and record-keeping skills.
• Ability to prioritize effectively under deadlines.
• Demonstrated ability to de-escalate difficult member interactions while ensuring compliance.
• Knowledge of skip tracing tools, credit bureau systems, and payment processing platforms.
• Familiarity with repossession procedures, and other relevant collection laws/regulations.

Duties and Responsibilities

1. Monitor and contact delinquent/charged off members in collection queues by telephone and mail in order to determine reason for delinquency, collectability, and to offer a solution to assist the member in resolving and/or bringing their account to a current status. Develop workout plans, repayment plans, and collect on overdue accounts wherever possible. Negotiate settlements when deemed appropriate.

2. Notate all collection efforts in the Collection Tickler System and utilize the promise to pay feature to track pending payment arrangements.

3. Review share accounts and joint member relationships for funds that can be offset and applied to delinquent loans, including charged off loans, shares, and credit card balances.

4. Take incoming calls and process phone payments through ECM system.

5. Process bankruptcy checks, attorney checks, collection agency checks, etc. on delinquent/charged off loans, shares, and credit cards. 

6. Meet with members face to face, when needed, in order to determine reason for delinquency and to offer a solution to assist the member in bringing the account to a current status. 

7. Perform skip tracing duties as required and directed. 

8. Maintain accurate data for repossession log, bankruptcy files, charge-off list, legal accounts etc.

9. Research delinquent loans for improper/missing payment set ups. 

10. Assist members with delinquent real estate loans to resolve delinquencies. 

11. Recommend foreclosure, repossession, or legal proceedings when necessary to Member Solutions Manager when appropriate. 

12. Maintain accurate credit bureau reporting on delinquent loans and credit cards. 

13. Maintain telecheck reporting on charged off shares. 

14. Maintain accurate records within our system regarding the collectability of charged off loans, shares, and credit cards, including 1099-C information on settled accounts.  

15. File all claims, attend hearings, and coordinate with trustees for bankruptcy filings.

16. Respond to E-Oscar and all other credit bureau disputes.  

17. Reconcile Charge Off Recovery General Ledger Reports at the end of every month. 

18. Exemplify all Meritus Core Values in every member or staff interaction. 

19. Complete all required trainings as assigned. 

20. Other duties as assigned.