Member Resolution Specialist

Altana Federal Credit Union; Billings (MT); On-site; USD 42,000 - 60,000; Full time

Job summary

Altana Federal Credit Union is seeking a Member Resolution Specialist at the West End Branch to work with members on past-due loans, repayment solutions, and complex processes. This role emphasizes problem solving, relationship-building, and compliance to support both member and team success.

You will resolve delinquency issues, communicate clearly with members, and document all steps in our system while upholding CARES values and protecting the credit union's interests.

Qualifications

• High School Diploma or GED is required.
• Previous experience in collections, member services, or a related financial services role within a credit union or banking environment is preferred.

Responsibilities

• Initiate outbound calls and respond to inbound inquiries related to delinquent accounts and overdrawn balances.
• Send timely and accurate written communications to members regarding account status.
• Work with members to identify root causes of delinquency and propose appropriate repayment plans or solutions.
• Accurately document all member interactions and payment arrangements in the collection system.
• Monitor and track account activity, ensuring compliance with internal policies and regulatory guidelines.
• Collaborate with other departments to assist members in resolving account issues.
• Maintain a professional, member-first approach while protecting the credit union's interests.

Skills

Problem solving

Excellent communication

Confidential info handling

Multitasking

Team collaboration

Office software

Education

High School Diploma or GED

Job description

Join Our Team at Altana Federal Credit Union!

At Altana, we’re more than a financial institution—we’re a purpose-driven organization committed to strengthening our communities and empowering our members. Guided by our CARES values—Connection, Altruistic, Revolutionary, Empowering, and Synergistic—we strive to create exceptional experiences through every interaction.

Help members regain financial stability while protecting the credit union’s financial health. As a Member Resolution Specialistat our West End Branch, you’ll work directly with members to resolve past-due loan accounts, develop repayment solutions, and navigate complex processes such as bankruptcy, foreclosure, and repossession. This role combines problem-solving, relationship-building, and compliance to support both member and team success.

Key Responsibilities

• Initiate outbound calls and respond to inbound inquiries related to delinquent accounts and overdrawn balances.
• Send timely and accurate written communications to members regarding account status.
• Work with members to identify root causes of delinquency and propose appropriate repayment plans or solutions.
• Accurately document all member interactions and payment arrangements in the collection system.
• Monitor and track account activity, ensuring compliance with internal policies and regulatory guidelines.
• Collaborate with other departments to assist members in resolving account issues.
• Maintain a professional, member-first approach while protecting the credit union's interests.

What You Bring

Qualifications

• High School Diploma or GED
• Previous experience in collections, member services, or a related financial services role within a credit union or banking environment preferred.

Knowledge, Skills & Abilities

• Strong problem-solving skills with the ability to identify and resolve a variety of member needs.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to handle sensitive and confidential information with professionalism and discretion.
• Excellent multitasking and organizational abilities in a high-volume environment.
• Ability to work independently while contributing to a collaborative team environment.
• Proficiency with standard office technology, including computers and financial software systems.

Why You’ll Love Working Here

At Altana, you’re joining more than an organization—you’re joining a community. We believe in caring for our team members the way we care for our members: with respect, support, and a genuine commitment to helping people thrive. Here, your work matters. Your voice matters. You matter.

If you’re ready to grow, contribute, and make a meaningful impact on a team that puts people first every day, we’d love to meet you.