Member Solutions Specialist

Kemba Cincinnati Credit Union; Kentucky; On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Generous PTO including Birthday PTO

Company Paid Group Life Insurance

401k Plan with Match up to 5%

Short and Long-Term Disability

Ample Growth Opportunities

Affordable Insurance Plans

Employee Loan Discounts

Wellness Program

11 Paid Holidays

Profit Sharing

And More!

Job summary

Kemba Credit Union is seeking a Collections Specialist to perform collection activities on delinquent member accounts across Visa, lines of credit, secured loans, and real estate products. The role involves sending first and second notices, handling inbound calls, and ensuring FDCPA compliance.

On-site position in West Chester, OH with a strong emphasis on communication, accuracy, and teamwork to support members and protect the credit union's reputation.

Qualifications

• High school diploma or equivalent required.
• General understanding of collections functions, policies, and procedures.
• Familiarity with required computer applications.

Responsibilities

• Make outbound collection calls to delinquent accounts, averaging a high volume (approx. 100 outgoing calls per day).
• Respond to incoming calls from members and internal teams about account status and payment options.
• Accept and process payments made by members over the phone.
• Send first and second delinquent notices; assign loans and credit card accounts to third-party collection agencies.
• Process disability and life insurance claims; post payments to member accounts via ACH.
• Handle credit bureau disputes via E-Oscar and disputes received by mail.

Skills

Interpersonal skills

Public relations

Detail oriented

Typing skills

Computer literacy

Team player

Education

High school diploma or equivalent

Job description

Job Description

ABOUT US Kemba Credit Union is a not-for-profit organization based out of West Chester, OH. Voted top places to work in Cincinnati since 2019 & recognized as a top workplace in the United States by USA Today in 2022, 2024 & in 2025! We believe that hiring the best people is at the very core of our success. At Kemba Credit Union, every single team member makes a difference, and together we make an impacting the lives of our members.

Joining our team has its perks:

• Generous PTO Including Birthday PTO,
• Company Paid Group Life Insurance,
• 401k Plan with Match of up to 5%,
• Short and Long-Term Disability,
• Ample Growth Opportunities,
• Affordable Insurance Plans,
• Employee Loan Discounts,
• Wellness Program,
• 11 Paid Holidays,
• Profit Sharing,
• And More!

LOCATION REQUIREMENT

• This is an on-site position that requires in-office work inside of Kemba's Operations Center in West Chester, Ohio.
• Remote work is not available and is non-negotiable.

POSITION PURPOSE
Responsible for performing collection activities associated with various delinquent member accounts, including Visa credit and debit cards, lines of credit, secured loans, signature loans, real estate loans, and home equity lines of credit. Sending first and second notices to members. Answering incoming calls in the department queue. Ensures that the Credit Union's professional image is maintained. Follows the Fair Debt Collections Practice Act (FDCPA).

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Makes a high volume of outbound collection calls to members with delinquent accounts; Averages approximately 100 outgoing calls per day to assist with payment arrangements and resolve delinquencies.
• Responds to incoming calls from members and internal departments regarding account status, payment options, and inquiries related to delinquent accounts.
• Accepts and processes payments made by members over the phone.
• Sends first and second delinquent notices to members; Assigns loans and credit card accounts to third party collection agencies.
• Processes and files disability & life insurance claims; Posts CUNA Life and Disability payments to members' accounts via ACH.
• Processes all credit bureau disputes via E-Oscar and disputes received through the mail.

QUALIFICATIONS

Education/Certification:
High school graduate or equivalent.

Required Knowledge:
General understanding of Member Solutions (Collections) functions, policies, and procedures.
Familiarity with required computer applications.

Experience Required:
One year to three years of similar or related experience.
Credit Union or financial institution experience preferred.

Skills/Abilities:
Strong interpersonal and public relations skills.
Well organized and attentive to detail.
Excellent typing skills and ability to operate related computer applications.
Willingness to assist and support others.
Ability to operate computers, calculators, telephones, and other basic business machines.