Member Solutions Specialist I

EFCU Financial; Baton Rouge (LA); On-site; USD 29,000 - 36,000; Full time

Job summary

EFCU Financial is seeking a Member Solutions Specialist I to support delinquency reduction and member financial wellbeing in Baton Rouge. You will help members bring loans and negative balances to good standing, adhering to policies and regulatory requirements.

Join a mission-focused team that values integrity, service, and community. The role includes handling delinquency cases, documenting activities, and collaborating with leadership to meet budget and reserve goals.

Qualifications

• High School Diploma or equivalent.
• Minimum of 2 years’ experience in collections, call center and/or related member-service experience or a combination of all experience.
• Credit Union or regulated financial institution operations, policies and procedures is desired.
• Federal and State financial institution laws and regulations pertaining to deposit, loan and electronic products and services is desired.
• Proficient in Microsoft Teams, Excel, Word and Outlook.
• Ability to respond to a competitive and rapidly changing financial service environment.
• Ability to effectively manage many accounts simultaneously.
• Strong communication and interpersonal skills.
• Must be dependable and reliable.
• Must pass all credit and bond requirements.

Responsibilities

• Contact members with delinquent loans and/or negative deposit accounts by phone, email, text, or mail.
• Collect on various loan types including auto, mortgage, HELOC, unsecured, and credit cards.
• De-escalate and negotiate with distressed members using professional communication.
• Provide required disclosures and comply with collection laws and policies.
• Update account activity and communications in the core system with accuracy.
• Complete file maintenance tasks including charge-offs and credit line closures.
• Resolve routine issues; escalate complex cases as needed.
• Track member communications and respond to requests in a timely manner.
• Assist in testing and implementing system enhancements where applicable.
• Cross-sell Credit Union services when appropriate.
• Assist in other assigned duties.

Skills

Strong communication

Interpersonal skills

Multitasking

Dependable

Problem solving

Education

High School Diploma or equivalent

Tools

Microsoft Teams

Excel

Word

Outlook

Job description

Description

EFCU Financial isn’t just a great place to work - it’s a place where you can create meaningful impact. As one of the Best Places to Work in the Greater Baton Rouge Area, we are driven by our core values of integrity, innovation, inclusion, and service. These values guide everything we do from empowering our members to uplifting our community and supporting one another as a team.

When you join EFCU Financial, you’re not simply starting a job. You’re stepping into a mission-focused environment where helping people achieve financial freedom, build brighter futures, and find peace of mind is at the heart of every interaction. Every conversation you have, every solution you provide, and every idea you share contributes to making a real difference.

We proudly offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include medical, dental, and vision insurance; paid time off and holidays; parental leave; a 401(k) with employer contributions; short- and long-term disability; life insurance; an HSA; pet insurance; team member loan discounts; incentive plans; an employee referral program; and service awards recognizing your dedication.

In the role of a Member Solutions Specialist I, you will assist in safeguarding the Credit Union’s financial performance through timely collections that reduce delinquency, minimize losses and charge-offs, and support budget and reserve goals. Responsible for providing solutions that assist members in bringing their loans and negative balance deposit accounts to good standing. Ensure adherence to EFCU Financials’ Member Solutions Policies and Procedures as well as state and federal laws and regulations.

Duties and Responsibilities:

1. Contact members with delinquent loan and/or negative deposit accounts by telephone, email, text message and/or mailed correspondence. Determine the reason for delinquency, discuss options, and assist members in developing plans to bring accounts/loans current, including payment arrangements, loan modifications, extensions, etc.


2. Collect on all loan types including but not limited to construction, auto, mortgage, Home Equity Lines of Credit, unsecured, and credit card accounts that are generally less than 30 days delinquent.


3. Attempt to de-escalate, problem-solve, and negotiate with upset or distressed members using professional communication techniques.


4. Provide required disclosures and comply with all collection laws and Credit Union policies and procedures.


5. Update all account activity and member communications in the Member Solutions system, maintaining accurate and detailed documentation.


6. Complete file maintenance tasks as assigned, including but not limited to charge off preparations, closing Lines of Credit, ensuring plastics closed, etc.


7. Promptly resolve department communications regarding routine billing/account issues; escape complex cases to Member Solutions Specialist II.


8. Track and update in the Credit Union’s core system with member communication opt out requests as received.


9. Provide suggestions for improvements to streamline and increase efficiency within the AKUVO system. Aid in testing and implementation of system enhancements.


10. Manage the Member Solutions text and email inbox. Route communications to the appropriate team members.


11. Process tow notices in compliance with established procedures in a timely manner. Refer unresolved cases to Member Solutions Specialist II.


12. Utilize the skip trace software, credit bureau reports and other resources as necessary to locate members.


13. Review and log loan extensions and loan modification applications in the Credit Unions core system. Follow up with members for missing information. Communicate denial reason(s) with members in a timely manner.


14. Research and respond to all credit dispute inquiries within established procedures.


15. Create cases and complete basic file maintenance for Member Solutions specialized scenarios including, but not limited to deceased members, charged off account and loans,


16. Create deceased cases in the Akuvo system. Complete basic file maintenance and follow ups such as checking for and filing insurance claims, closing/restricing accounts. Work with Member Solutions Specialist II to ensure timely filing of all eligible recovery documents and claims.


17. Investigate posting errors, missed payments, and member concerns; make necessary system corrections and document actions taken.


18. Educate and assist team members in other departments/branches regarding loan delinquencies, negative checking accounts, recoveries, corrective actions, and proper credit reporting procedures.


19. Prepare, review, and distribute required reports, including but not limited to Non-Sufficient Funds and SWBC reports, funds-on-hold reports, daily interaction statistics, end of month offsets and other tracking reports as requested by management.


20. Assist the Assistant Vice President of Member Solutions and the Vice President of Member Solutions as needed.


21. Cross-sell Credit Union services when appropriate.


22. Assist in other assigned duties.

Pay Grade 8 - non-exempt

Hourly rate starting between $21.17 and $26.47 per hour based on experience.

Requirements

Critical Knowledge, Skills, and Educational Requirements:

• High School Diploma or equivalent.


• Minimum of 2 years’ experience in collections, call center and/or related member-service experience or a combination of all experience. Prior Credit Union experience is highly desirable.


• Credit Union or regulated financial institution operations, policies and procedures is desired.


• Federal and State financial institution laws and regulations pertaining to deposit, loan and electronic products and services is desired.


• Proficient in Microsoft Teams, Excel, Word and Outlook.


• Ability to respond to a competitive and rapidly changing financial service environment.


• Ability to effectively manage many accounts simultaneously.


• Strong communication and interpersonal skills. Ability to project professional and business-like image on behalf of the Credit Union.


• Must be dependable and reliable.


• Must pass all credit and bond requirements.

Physical Requirements:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment where there is little discomfort or exposure to hazards due to temperature, dust, noise, etc.


• While performing the duties of this position, the team member is regularly required to walk; use hands and fingers, reach with hands and arms.


• The team member consistently is required to stand and sit, view computer screen, talk and hear, and at times may lift/move up to 10 pounds.