Member Solutions Advocate

Dupaco; Dubuque, Northern (IA, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Dupaco in Dubuque, IA is seeking a Member Solutions Representative to help members resolve delinquent loans over the phone, manage account queues, and document interactions.

The role involves working with members to identify repayment options, setting up short-term plans, and connecting them to refinances or financial counseling. You will balance compassionate service with targets for call volume and follow-up to support financial stability.

Qualifications

• High school diploma or equivalent (i.e., GED).
• 1+ year of customer service or related experience preferred. Collections or financial services experience is helpful but not required.
• Interpersonal skills are necessary to provide excellent service to our members and represent the credit union in a positive way.
• Basic knowledge of consumer loan collection procedures and applicable legal requirements (FDCPA and relevant state regulations) preferred.
• Ability to problem solve.
• Demonstrated ability to accurately calculate payment plans.
• Proficiency in computers; ability to learn in-house application software knowledge and the ability to manage various programs and systems.

Responsibilities

• Assist members with delinquent accounts both with inbound and outbound calling.
• Review assigned queues daily and initiate appropriate collection actions on delinquent loans and other accounts.
• Contact members and cosigners via phone, email, and correspondence; obtain payments or promises to pay.
• Work with members to create repayment plans (typically 3–4 months) to bring loans current; ask detailed questions regarding hardship and recommend appropriate solutions such as money makeover or loan refinance referrals.
• Send required notices and correspondence (e.g., right to cure, right of offset) and ensure proper documentation of all member communications.
• Assist other credit union departments with collection efforts as needed.
• Resolve member issues and requests within 24–48 hours whenever possible.
• Perform other duties as assigned.

Skills

Customer service

Phone-based communication

Payment plans

Problem solving

Documentation

Education

High School diploma or GED

Job description

Dupaco in Dubuque, IA is seeking a Member Solutions Representative to help members resolve delinquent loans over the phone, manage account queues, and document interactions.

The role involves working with members to identify repayment options, setting up short-term plans, and connecting them to refinances or financial counseling. You will balance compassionate service with targets for call volume and follow-up to support financial stability.