Member Solutions Specialist

Colorado Credit Union; Littleton (CO); Hybrid; USD 48,000 - 72,000; Full time

Benefits offered by this job

Company-paid life insurance

Disability insurance

401k with match

Profit sharing

Tuition reimbursement

Paid time off

Paid holidays

Work-life balance

Career development opportunities

Wellness program

Job summary

Colorado Credit Union seeks a Member Solutions Specialist to manage loan control, loss recovery, and deposit loss mitigation. The role emphasizes early-stage collections, legal processing, and compliant account resolution for members facing financial hardship.

Hybrid work from home options are available, with in-branch collaboration and adherence to FDCPA and CFDCPA requirements. The position supports senior leadership in reducing losses and protecting member interests.

Qualifications

• Knowledge of collections principles and loss mitigation strategies.
• Knowledge of and ability to apply federal/state collection regulations.
• Ability to negotiate payment arrangements and resolve member concerns professionally.
• Ability to investigate account issues, analyze information, and make informed decisions.
• Strong organizational skills and the ability to manage multiple priorities.
• Bilingual in Spanish and English preferred.

Responsibilities

• Maintain delinquency control and follow-up for delinquent accounts.
• Conduct early-intervention outreach to members facing financial hardship.
• Assist members with payment assistance programs and options.
• Educate members on available solutions and resources.
• Maintain accurate records of collection activities and member interactions.

Skills

Collections

Loss mitigation

Regulations

Negotiation

Communication

Bilingual (Spanish)

Education

Associate degree preferred

Two to five years in collections or financial services

Job description

The Member Solutions department oversees and maintains processes critical in mitigating losses to the organization as they relate to loans.The Member Solutions Specialist is primarily focused on loan control, loan loss recovery, and deposit losses. This role is focused on early-stage collections, legal processing, account resolution while ensuring compliance with all applicable laws, regulations, and credit union policies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lives CCU’s service standards and core values Be the Advocate. Embrace Curiosity. Be Compassionate.
• Partners with the Member Solutions Department leadership to effectively mitigate losses and support departmental objectives.
• Maintains delinquency control and follow-up program for loan and share accounts that are delinquent, at risk of delinquency, or charged off.
• Conducts early-intervention outreach to members experiencing financial hardship.
• Assists members with payment assistance programs.
• Educates members on available solutions and resources to help them through financial hardship.
• Maintains assigned queues on daily basis through inbound and outbound communications via telephone, SMS, mail, email, and digital banking channels.
• Identifies causes of defaults, delinquencies, and negotiates appropriate payment arrangements to bring accounts current.
• Administers collection related processes including but not limited to collection activity, bankruptcies, right-to-cure (RTC) notices, garnishments, deferment and interest-only payment assistance requests, collection attorney invoices, and repossession activities.
• Provides recommendations for appropriate action on those accounts that cannot be reached, or on which satisfactory arrangements cannot be made.
• Maintains accurate and complete records of all collection activities and member interactions within the designated collection system.
• Posts payments, fees, and adjustments to member accounts as authorized.
• Performs skip-tracing activities to obtain and locate collateral and location information.
• Coordinates with third-party vendors and prepares required documentation to liquidate repossessed collateral.
• Obtains collection activity reports from attorneys and 3 rd party collection agencies and reviews collection activities and updates credit bureaus as necessary.
• Process garnishments, levies, subpoenas, and tow/impound notifications.
• Administers negative account processes including member communications, charge-offs, fee reversals, and required ChexSystems reporting.
• Ensures compliance with FDCPA, CFDCPA, UDAAP, and all other applicable federal, state, and Credit Union collection requirements.
• Adhere to all service standards as outlined in the credit union’s policies and procedures.
• Participates in credit union business development and community relations activities.
• All other duties as assigned.

KNOWLEDGE, SKILL AND ABILITY

• Knowledge of collections principles and loss mitigation strategies.
• Knowledge of, and ability to apply principles of collections and federal/state collection regulations.
• Ability to negotiate payment arrangements and resolve member concerns professionally and effectively.
• Ability to investigate account issues, analyze information, exercise sound judgment, and make informed decisions.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Ability to communicate effectively in writing and verbally (by phone and in person).
• Bilingual in Spanish and English is preferred.

EDUCATION, FORMAL TRAINING, AND EXPERIENCE

• Associate’s degree is preferred. High school diploma or equivalent plus additional training and/or experience equivalent to two years of college is required.
• Two to five years of experience in collections, customer service, a financial institution, lending, or related experience required. Previous experience in collections, loan servicing, loss mitigation, or recovery operations is preferred.

WORK ENVIRONMENT/PHYSICAL ACTIVITIES

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.Colorado Credit Union prefers for their staff to be in a branch location at least three days a week, which is typically Monday, Wednesday, Friday, and hybrid work from home is an option for the other days of the week.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.The employee may be required to move around for short periods during the day.The employee must occasionally lift and/or move up to 25 pounds.

BENEFITS

This position is eligible for the following benefits:

• Company Paid Life, Short-term Disability, and Long-term Disability Insurance
• Voluntary Life, Hospital Indemnity, Accident, and Critical Illness Insurance
• 401k Employer Contributions & Match
• Annual Profit Sharing funded into the 401k
• Tuition Reimbursement (Max $5,250.00/annually)
• Paid Time Off
• Company Paid Holidays
• Work-Life Balance and Flexible Work Schedules
• Cross-Training and Career Development Opportunities
• Wellness Program
• Employee Recognition Program
• Annual Bonus Based on Company Performance