Member Solutions Specialist

Atlantic Federal Credit Union; Portland (ME); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Paid time off

11 paid holidays

Medical coverage

Dental coverage

401(k)

Well-being programs

Job summary

Atlantic Federal Credit Union is seeking a Member Solutions Specialist in Portland, ME to assist members who are past due. You will listen, assess each situation, and guide members toward feasible repayment options while maintaining empathy.

Key duties include contacting members, documenting conversations, and managing delinquent accounts with attention to risk signals and regulatory compliance. High school diploma required; 1–3 years in a similar role is preferred.

Qualifications

• 1–3 years of experience in collections, financial services, or a similar role.
• Strong communication skills and sound judgment.
• Ability to organize work and manage competing priorities.
• Comfort with systems and basic reporting tools.
• High school diploma or equivalent.

Responsibilities

• Talk with past-due members via phone, texts, and emails to understand their situation.
• Work through repayment options that are realistic and sustainable.
• Manage delinquent loans, mortgages, and deposit accounts.
• Ask thoughtful questions to uncover root causes of delinquency.
• Handle account updates, charge-offs, recoveries, and notices.
• Keep accurate notes on conversations and actions taken.
• Review reports to spot risk early and take action if needed.
• Follow all policies and regulatory requirements daily.

Skills

Collections experience

Financial services

Strong communication

Organizational skills

System literacy

Empathy in conversations

Ability to manage priorities

Education

High school diploma or equivalent

Job description

Description

At Atlantic, we support members when things are going well and when they are not.

Some of the most important moments happen when a member is behind and unsure what to do next. This role is for someone who knows how to step into those conversations and help people find a way forward.

As a Member Solutions Specialist, you will work one-on-one with members who are past due. Your job is to listen, understand what is going on, and help them get back on track in a way that makes sense for their situation.

What you’ll do

• Talk with members who are past due and get a clear picture of their situation - handling both inbound and outbound communications (via phone, texts, and emails)
• Work through repayment options that are realistic and sustainable
• Manage delinquent loans, mortgages, and deposit accounts
• Ask curious and thoughtful questions to get to the root cause of delinquency and best support our membership and the company
• Handle account updates, charge-offs, recoveries, and required notices
• Keep accurate, thorough notes on every conversation and account action
• Review reports and activity to spot risk early and take action when needed
• Follow all policies and regulatory requirements in your day-to-day work

Why Atlantic?

You will be part of a team that takes this work seriously and supports each other. The expectations are clear, the work is meaningful, and there is room to grow if you want it.

We also offer a strong benefits package that includes paid time off, 11 paid holidays, medical and dental coverage, a 401(k), and programs that support your financial and personal well-being. The goal is to make sure you are taken care of so you can focus on your work.

If you are someone who can stay calm, think clearly, and help people take the next step when things feel uncertain, this is a role where you will do your best work.

Atlantic is an Equal Opportunity Employer.

Requirements

What we’re looking for

• 1–3 years of experience in collections, financial services, or a similar role
• Strong communication skills and sound judgment
• The ability to organize your work and manage competing priorities
• Comfort working in systems and using basic reporting tools
• A high school diploma or equivalent
• Comfortable having difficult conversations, the ability to lad with empathy, and working with members to identify the best possible solutions