Member Solutions Specialist - Collections

Resource One Credit Union; Dallas (TX); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Resource One Credit Union seeks a Member Solutions Specialist to minimize loss and maximize recovery on delinquent accounts while delivering WIN‑WIN solutions and outstanding member service. You will initiate collections, document actions, negotiate payment plans, and coordinate loan modifications within policy.

Maintain confidentiality, stay compliant with FDCPA, FCRA, SCRA, and train staff as needed. You will also perform skip tracing, support collateral recovery, and develop industry contacts

Qualifications

• Knowledge of collection procedures and related laws and regulations.
• Understanding of Credit Union loan products and policies.
• Familiar with deposit programs, account ownership, and casualty insurance.
• Basic understanding of the U.S. Bankruptcy Code.
• Understanding of Small Claims Court system.
• Accuracy and thoroughness in work.
• Excellent communication, telephone, and public relations skills.
• Ability to work well independently.
• Ability to work well in stressful situations.

Responsibilities

• Initiates and administers collection actions on delinquent member accounts; reviews daily queue.
• Documents all actions taken, including calls, payment arrangements, and correspondence.
• Negotiates and coordinates payment arrangements; initiates loan modifications and work‑out agreements.
• Maintains security and confidentiality of member information per guidelines.
• Communicates with members about delinquent accounts clearly and accurately.
• Reviews accounts for due diligence and recommends repossession or charge‑offs as needed.
• Advises supervisor of cases requiring special attention; stays compliant with FDCPA, FCRA, SCRA and policy.
• Performs skip tracing and facilitates prompt recovery of collateral.
• Develops industry contacts to minimize losses and supports training of staff.
• Ensures timely attendance and accountability as per schedule and policy.

Skills

Collection laws

CU loan products

Deposit programs

Bankruptcy code

Small Claims Court

Accuracy

Communication skills

Independence

Stress tolerance

Education

High School Diploma or Equivalent

Job description

Description

The Member Solutions Specialist is responsible for minimizing loss and maximizing recovery of delinquent and potentially delinquent accounts for the credit union while establishing WIN-WIN solutions, building relationships and providing excellent members service.

Position Responsibilities

• Initiates and administers collection actions on member accounts that are negative, at risk of default or delinquent; reviews and works the collection queue(s) on a daily basis.
• Documents all collection actions taken, including telephone conversations, payment arrangements, and correspondence, in collection package.
• Negotiates and coordinates payment arrangements with member(s); initiates loan modifications and work-out agreements including preparation of appropriate supporting documentation and recommendations for review and approval.
• Ensures the security and confidentiality of private member information. Refer to procedure for current guidelines.
• Effectively communicates with members regarding delinquent accounts while maintaining clear, concise, and error-free communications.
• Reviews accounts for completion of due diligence and makes recommendations for repossession in accordance with credit union policy.
• Reviews accounts for completion of due diligence and makes recommendations for charge off in accordance with credit union policy.
• Advises Member Solutions Assistant Manager or Director of Member Solutions of cases requiring special attention.
• Stays apprised and complies with established State and Federal laws and regulations as they pertain to collections/transactions/tasks performed (ie: FDCPA, FCRA, SCRA, etc) and credit union policies and procedures.
• Maintains well-developed working knowledge of the assigned duties and job functions; keeps up-to-date and request additional training and/or development as needed.
• Works diligently to meet or exceed collection goals established by management.
• Perform MIP (Member Identification Program) process as outlined in the credit union’s Bank Secrecy Act procedure. Ensure the security and confidentiality of private member information. Refer to procedure for current guidelines.
• Assists with training of new or established Member Solutions staff as necessary.
• Recommends improvement of procedures and processes involving job function(s) to management.
• Educate account holders on the potential legal actions derived from the delinquency.
• Provide excellent and courteous service to members at all times.
• Perform skip tracing as needed.
• Ensure prompt recovery of collateral.
• Develop industry contacts and utilize those contacts to minimize Credit Union losses.
• Reports regularly to work and returns from breaks and meal periods on time according to schedule and credit union procedure.
• Works remotely or at a specified credit union location as required.
• Flexibility in scheduling as necessary to ensure departmental coverage. May be subject to change without notice.
• Additional tasks as delegated.

Requirements

• High school diploma or equivalent.
• 6 + months of similar or related experience.

Knowledge, Skills, And Abilities

• Knowledge of collection procedures and related laws and regulations.
• Understanding of Credit Union loan products and policies. Familiar with default and enforcement clauses.
• Familiar with deposit programs, account ownership, and casualty insurance.
• Basic understanding of the U.S. Bankruptcy Code.
• Understanding of Small Claims Court system.
• Accuracy and thoroughness in work.
• Excellent communication, telephone, and public relations skills.
• Ability to work well independently.
• Ability to work well in stressful situations.
• Physical Demands and Work Environment
• Stationary work, often requiring standing or sitting for prolonged periods
• Operate standard office equipment and keyboards
• Visually recognize, reconcile, and verify numerical details for accuracy
• Repeating motions that may include the wrists, hands and/or fingers
• Must be able to access and navigate facility with reasonable accommodations
• Lift and carry small parcels, packages and other items

Physical Demands and Work Environment

• Stationary work, often requiring standing or sitting for prolonged periods
• Operate standard office equipment, computers and keyboards
• Visually recognize, reconcile, and verify numerical details for accuracy
• Repeating motions that may include the wrists, hands and/or fingers
• Must be able to access and navigate facility with reasonable accommodations
• Lift and carry small parcels, packages and other items

Additional Notes

• Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen.
• This Job Description is not a complete statement of all duties, responsibilities and physical demands comprising this position.

Equal Employment Opportunity Employer

Our credit union team and members include people of all races, religions, cultures, physical abilities, sexual orientations, and gender identities and/or expressions.

Together, we are the community we serve, and we believe that a community is strongest when there is diversity, equality, and inclusion.

Stronger leaders.

Stronger coworkers.

Stronger friends.