Sr. Member Solutions Specialist or Member Solutions Specialist Lead

Travis Credit Union

Vacaville, CA

Expired: April 01, 2024 Applications are no longer accepted.

$29 to $36 Hourly
Vision , Medical , Dental , Paid Time Off , Retirement
Full-Time

M-F 8:30-5:30, 40 hours/week

Summary: The Travis Credit Union (TCU) Member Solutions Specialist is responsible for performing collection and loss mitigation activities associated with delinquent member accounts in a manner consistent with the mission of TCU. This includes direct internal and external member support for deposit, consumer loan, and mortgage and credit card accounts. This role uses various strategies, systems and vendors as circumstances warrant to recapture delinquent dollars, reduce loss and proactively offer assistance to members to reduce delinquency.

Profile:

Provides excellent internal and external member support through all channels with a focus on first-contact-resolution and problem solving for delinquent accounts and inquiries.
Follows regulatory, GSE/investor, TCU, agency, and department guidelines, policies, and procedures when handling all collection and loss mitigation functions.
Performs assigned collection and loss mitigation duties including direct member contact through all approved channels to meet or exceed department goals.
Uses consultative approach to assess and address a complex range of member a member's financial condition.
Identifies opportunities to deepen the member relationship by promoting and educating members around all products and services based on the member contact reason.
Manages reports, deadlines, and compliance requirements related to third party vendors.
Suggests improvements to processes and policies to improve efficiency, accuracy, and member experience.
Based on experience, manages processes and inquires related to repossession, bankruptcy and system testing.
Utilizes proven decision making skills when handling exceptions to policies and procedures within assigned authority levels.
Participates in ongoing training programs and maintains up-to-date information and working knowledge of all Credit Union products, services and promotions.
Coaches, mentors, and trains junior or less seasoned staff as needed.
Based on knowledge and experience, accountable for accurate and timely executive reporting aligned to areas of responsibility.

Not all functions/tasks are listed above; however those listed are considered essential.

Skills:

Sound understanding of credit union products and services.
Working knowledge of the Fair Debt Collection Act, Rees Levering and relevant regulatory guidelines
Ability to work independently and motivated to achieve goals with minimal supervision.
Effective and professional verbal and written communication skills.
Ability to self-direct, use independent judgment and multi-task with proficiency.
Detail oriented, with strong analytical and organizational skills.
Proficiency with Microsoft Office for Windows.

Reporting and Experience:

Sr. Member Solutions Specialist:

Reports directly to assigned Member Solutions department management.
HS Diploma and a minimum 5 years collections and loss mitigation or related experience.
Knowledge of Fair Debt Collection Act and Rees Levering required.

Member Solutions Specialist Lead:

Reports directly to assigned Member Solutions department management.
HS Diploma and a minimum 7 years of related collections experience.
Knowledge of Fair Debt Collection Act and real estate loss mitigation experience required.
Minimum 1 year of leading/mentoring junior-level team members.

Working Conditions: Work is generally performed within an office environment, with standard office equipment available and usually sedentary in nature.

Understands the requirements of the BankSecrecy Act and ensures compliance through monitoring and reporting of member activity as appropriate.

Compensation:Base hourly starting range is commensurate with experience.

Sr. Member Solutions Specialist: Grade 11: $26.48/hour - $32.71/hour
Member Solutions Specialist Lead: Grade 12: $28.98/hour - $35.79/hour

Our compensation philosophy is based on several factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, and key skills.

At Travis Credit Union, our priority is that our employees and their loved ones are provided with a Total Rewards program that insures their health and welfare safety which allows our employees to focus on the financial welfare of our members and the credit unions objectives. As such, Travis Credit Union offers a robust benefits package to our eligible employees, including competitive medical, dental, and vision insurance, mental health offerings, employee performance incentive plan, merit increases, 401(k) program with immediately vested employer match, generous holiday and vacation policy, and extensive TCU specific perks like employee loan and credit card discounts!

Travis Credit Union is an Affirmative Action Employer

EOE/Individual with Disability/Veteran Status

Employment Type: Regular Full Time