Member Solutions Advocate

Suncoast Credit Union; Tampa (FL); On-site; USD 26,000 - 33,000; Full time

Benefits offered by this job

Bonus 12%

401K Matching 8%

Retirement Planning

Employee Loan Discounts

Flex Spending Accounts

Medical Coverage

Dental & Vision

Gym Access 4,000+

Mental Health Resources

PTO Wellness Days

Disability Coverage

Holidays & PTO

Parental Leave 4 weeks

Birthday PTO

Volunteer Hours

Degree Assistance 5k/year

Job summary

Suncoast Credit Union in Tampa, FL is seeking a Member Solutions Advocate to work in our call center handling past due loan accounts. You will analyze delinquent loans, determine feasibility of bringing accounts current, and communicate with members by phone, email, or written correspondence.

In this role you will mentor teammates, manage multiple queues daily, and apply policy-based solutions such as extensions or referrals. Strong attention to detail and accounting basics are required.

Qualifications

• High school diploma or equivalent.
• 5+ years progressively responsible consumer collection experience with a financial institution.
• Basic accounting skills to post payments to General Ledger and members’ accounts
• Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines
• Accurate, detail-oriented, and organized with task management

Responsibilities

• Communicates with members about past due accounts by phone, email, or written communication. Performs financial analysis, determines reasons for loan delinquency, and determines member’s ability to bring the loan to current status.
• Mentors peers to promote transference of knowledge.
• Communicates directly with members to discuss complaints and escalated issues. Identifies, researches, and resolves complex account problems for members.
• Collects on a portfolio of loans in all stages of delinquency and/or high risk to reduce the financial exposure of the Credit Union.
• Works assigned collection queue daily and other specialty queues as assigned by supervisor or management.
• Following policy, offers extensions or other remedies per policy.
• Notes all activity in Member Solutions; ensures information is correct; corrects or refers accounts for further research.
• Uses credit reporting and skip tracing services to obtain information to aid recovery.
• Performs rights of offset on depository accounts and applies funds to delinquent loans; posts payments to accounts.
• Assists in training of new Member Solutions employees and other Credit Union staff on policies and procedures.

Skills

Call center experience

Financial analysis

Member communications

Prioritization

Education

High school diploma

Tools

Member Solutions software

Job description

Overview

Compensation: $19.00 - $24.00 hourly based on experience and credentials

Hours of Operation: Monday through Friday 8:00am - 6:00pm

The Member Solutions Advocate communicates with members with past due accounts by telephone, electronic, or written communication in a call center environment. Determines reasons for loan delinquency. Following Credit Union policy, offers suggestions or recommendations to restore loan to a current status, minimize Credit Union losses, and increase net recoveries.

Responsibilities

• Communicates with members regarding their entire relationship and past due accounts by telephone, electronic, or written communication. Performs financial analysis, determines reasons for loan delinquency, and determines member’s ability to bring the loan to current status.
• Mentors peers (as needed) to promote transference of knowledge.
• Communicates directly with members to discuss complaints and escalated issues. Identifies, researches, and resolves complex account problems for members.
• Collects on a portfolio of loans in all stages of delinquency and/or high risk to reduce the financial exposure of the Credit Union.
• Works assigned collection queue as well as other specialty queues as assigned by supervisor or management daily.
• Following Credit Union policy, offers suggestions or recommendations to restore loan to a current status. Recommendations may include payment extensions, due date changes, referral to or outside consumer credit counseling, repossession (both voluntary and involuntary), or redemption.
• Notes all activity as a result of each call on assigned accounts in Member Solutions software. Ensures all account information is correct. Makes corrections or refers account to appropriate department for further research. Completes assigned number of collection calls per day.
• Uses various credit reporting and skip tracing services and/or software to obtain information to help in the recovery of the unit and/or funds.
• Performs rights of offset on depository accounts and applies funds to delinquent and/or charged-off loans. Posts payments to members’ accounts and General Ledger.
• Assists in the training of new Member Solutions employees. Assists in training other Credit Union employees on Member Solutions policies and procedures.

Qualifications

• High school diploma or equivalent
• 5 or more years progressively responsible consumer collection experience with a financial institution.
• Basic accounting skills to post payments to General Ledger and members’ accounts
• Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines
• Accurate, detail-oriented, and organized with task management

Benefits

• Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/