Collections/Member Solutions Specialist

Community First Credit Union | Wisconsin; Neenah (WI); On-site; USD 42,000 - 65,000; Full time

Job summary

Community First Credit Union | Wisconsin is seeking a Collections Solutions Specialist to build relationships with members and help them regain financial footing while protecting the credit union's assets.

You will contact members by phone and written communication, de-escalate discussions, document interactions, and collaborate with teams to develop compliant solutions. Strong communication and problem-solving skills are essential.

Qualifications

• High school diploma or equivalent required; additional education/experience helpful.
• 2+ years experience in collections, lending, or related field preferred.
• Knowledge of Wisconsin Consumer Act, FDCPA, and FCRA is a plus.
• Familiarity with Microsoft Office Suite and financial services platforms; Temenos experience is a plus.
• Strong verbal and written communication skills; able to de-escalate and resolve issues.
• Good problem solving abilities and strong data analysis skills.

Responsibilities

• Provide outstanding, helpful service in every member interaction; display sensitivity and proactively seek alternatives to assist members
• Contact members by telephone and through written communication, and occasionally in-person interactions
• Demonstrate listening and communication skills; respond effectively to deescalate and resolve challenging interactions
• Prioritize and document member contact timely and accurately
• Collaborate with team members across the credit union to develop and implement compliant solutions for members

Skills

Customer service

Verbal communication

Written communication

Problem solving

Attention to detail

Data analysis

Education

High school diploma or equivalent

Additional secondary education/experience

Tools

Microsoft Office

Temenos

Job description

We believe the responsibility of working with members and protecting the credit union's assets is a critical component of our cooperative promise. As our Collections Solutions Specialist, you will build relationships with members to help during difficult and often stressful times. You’ll actively engage in problem-solving, identifying options to help members get back on track, to ensure a solid financial future and help minimize losses to the member and to the credit union. If applying your financial expertise to create meaningful solutions in a fast-paced, growing, collaborative environment sounds like your perfect opportunity – we’d like to hear from you!

As our Member Solutions/Collections Specialist, you will:

• Provide outstanding, helpful service in every member interaction; display sensitivity and proactively seek alternatives to assist members
• Contact members by telephone and through written communication, and occasionally in-person interactions
• Demonstrate exceptional listening and communication skills; respond effectively to deescalate and resolve challenging interactions
• Utilize your ability to prioritize and attention to detail by ensuring our member contact is timely and well-documented
• Partner with team members across the credit union to create, propose, and implement solutions for members, and ensure resolutions are appropriate, timely, and in compliance with credit union policies and regulations.

An ideal candidate will have a combination of:

• A high school diploma and some secondary education or experience in a related field
• Two+ years of experience in collections, lending, or a related field
• Knowledge of the Wisconsin Consumer Act, Fair Debt Collection Practices, and Fair Credit Reporting Act is a plus
• Familiarity with Microsoft Office Suite, as well as web-based software and financial services platforms; experience with Temenos is a plus
• Proven verbal and written communication skills
• Effective problem solving abilities
• Strong data analysis skills