Member Solutions Specialist I

Ent Credit Union

Colorado Springs (CO)

On-site

USD 28,000 - 32,000

Full time

14 days+

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Benefits offered by this job

Generous 401(k) match

401k Discretionary Profit Sharing

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short Term and Long Term Disability

Health Savings Account with company贡献

Employee Assistance Program

Paid Vacation, Sick, Floating Holidays

Paid Holidays

Tuition Reimbursement

Paid Parental Leave

Job summary

Ent Credit Union is seeking a Member Solutions Specialist in Colorado Springs to help members navigate financial challenges while protecting assets. You will handle inbound/outbound collection calls on past-due consumer loans and ensure compliance with applicable regulations.

You will work to understand each member’s situation, discuss repayment options, and maintain a high standard of service and collaboration within the team.

Qualifications

High School Diploma or equivalent required.
1+ years’ combined Customer Service, Collections and/or Consultative Financial experience required.

Responsibilities

Handle inbound and outbound collection calls on past-due consumer loans.
Explain account information clearly and listen to member needs.
Collaborate with members to identify repayment options and arrangements.
Interview members to assess hardships and recommend solutions.
Maintain professionalism, empathy, and commitment to financial stability.
Meet productivity and service standards while complying with collection regulations.
Support team members and contribute to a collaborative environment.
Adhere to BSA and other regulatory requirements.

Skills

Customer service

Collections experience

Communication skills

Attention to detail

Math

Problem solving

Microsoft Office proficiency

Education

High School Diploma/G.E.D.

Tools

Outlook

Excel

Word

Job description

Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more – empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking! To learn more about the merger, click here.

Job Description

The Member Solutions Specialist plays a key role in helping members navigate financial challenges while protecting the Credit Union’s assets and minimizing risk. This position is responsible for managing inbound and outbound collection calls on past-due consumer loans, following departmental policies, procedures, and all applicable state and federal regulations.

Through professional, empathetic, and solution-focused conversations, the Member Solutions Specialist works with members to understand their unique circumstances, identify appropriate repayment solutions, and help restore accounts to good standing. This role is expected to meet established Collections Department performance standards while delivering an exceptional member experience during sensitive financial discussions.

Essential Functions

Conduct early-stage collection activities through inbound and outbound phone conversations with members regarding delinquent consumer loan accounts.
Clearly explain complex account information and utilize active listening skills to understand each member’s financial situation and needs.
Collaborate with members to identify solutions that support repayment, including payment arrangements and available payment options such as automatic transfers, bill pay, and payment by phone.
Interview members to assess financial hardships, discuss available options, and recommend appropriate resolutions.
Build positive relationships with members by demonstrating professionalism, empathy, and a commitment to helping them achieve financial stability.
Meet departmental productivity and service standards while ensuring compliance with all applicable collection regulations.
Provide support and assistance to team members and contribute to a collaborative work environment.
Remain knowledgeable of and adhere to all Credit Union policies and procedures related to the Bank Secrecy Act (BSA) and other applicable regulatory requirements.

Qualifications

High School Diploma/G.E.D. or equivalent, required
1+ years’ combined Customer Service, Collections and/or Consultative Financial experience, required

Technical Or Specialized Knowledge/Skills

Professional, diplomatic, and courteous communication skills are of critical importance.
Strong attention to detail and accuracy of all transactions is of critical importance.
Proficient in basic math (addition, subtraction, multiplication, and division).
Ability to learn and retain relevant collections law and policy in a short amount of time.
Predisposition for Creativity and Problem Solving as applied to individual situations within relevant laws and guidelines.
Exposure to Microsoft Office programs (Outlook, Excel, Word, etc.) and web-based transactional systems to complete day-to-day member requests.
(preferred) Able to use 10-Key by touch.

Additional Information

PAY RANGE: $20 to $23/hour, (S11), plus incentives and 3% annual target bonus.

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.

Benefits