Member Solutions Specialist I/II

vacu; Midlothian (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

vacu is seeking a Collections Specialist to manage delinquent accounts, negotiate settlements, and coordinate repossessions. The role involves contacting members, reviewing accounts, and ensuring compliance with applicable laws.

Successful candidates will demonstrate strong negotiation and communication skills, work well in a team, and maintain meticulous records while meeting performance goals.

Qualifications

• Working knowledge of legal collection process and proven negotiation skills.
• Must be performing at a Significant Contributor level after completion of the OJT Collections Specialist I training program.

Responsibilities

• Serves as secondary contact for repossessions.
• Approve reinstatement, recall or redemption of repossessed vehicles.
• Contact delinquent members to determine intent to pay and bring resolution.
• Interact with members via text messages and court date negotiations.
• Maintain documentation of calls and follow-up results for review.

Skills

Negotiation

Communication

Customer service

Teamwork

Multitasking

Attention to detail

Tools

Miser

Hostlink

WebXtender

FDI

Job description

Job Description:

Serves as secondary contact for repossessions. Ability to approve reinstatement, recall or redemption of repossessed vehicles.

• Ability to revoke delinquent lines of credit or credit cards not revoked automatically.
• Uses right of offset when appropriate.
• Submits paperwork to satisfy judgment.
• Recommend accounts for repossession, legal action, garnishment or assignment to attorney after assessing the risk exposure.
• Recommend accounts for workouts when appropriate. Knowledgeable in determining if meet criteria.
• Utilize various software applications such as Miser and Hostlink to update accounts.
• Appear as a witness in court on behalf of the Credit Union.
• Utilize sales process to effectively influence action on accounts based on information gathering.
• Submits paperwork to release garnishments.
• Contact delinquent members to determine intent to pay and bring resolution to unpaid accounts within the limits set by the Fair Debt Collection Practices Act, Bankruptcy Reform Act, and other federal regulations.
• Interact with members by responding to text messages received through Eltropy.
• Interact with members who have outstanding court dates to negotiate a resolution.
• Manage a portfolio of accounts by sorting them based on due date or next contact date and setting follow up dates to ensure accounts are contacted within deadlines.
• Strive to minimize delinquency and loan losses and achieve goals set for the Credit Union.
• Systematically reviews delinquent accounts and follows up for maximum repayment.
• Promote the credit union by cross-selling services focusing on member needs.
• Inform, Educate, and Guide members, regardless of the individual circumstances.
• Maintain good member relations while collecting on delinquent balances.
• Demonstrate effective skip tracing techniques by utilizing credit bureau, origination systems, Internet, WebXtender, FDI and other skip tracing sites to locate information.
• Provide assistance by offering solutions based on member's individual needs with the goal of negotiating immediate payments and/or promises to pay with specified payment dates and amounts.
• Identify sources of money to assist members with payment options based on member's individual circumstance with the goal of negotiating immediate payments and/or promises to pay with specified payment dates and amounts.
• Interact with members in accordance with state and credit union guidelines while working in a fast-paced environment.
• Accurately and professionally document collection systems with details of current contacts and subsequent results for follow up.
• Research contact information to locate members when necessary.
• Explain options to resolve delinquency over the phone.
• Remove/set flags on accounts to restrict access as appropriate.
• Assist members experiencing financial difficulty by making referrals to BALANCE or other Consumer Credit Counseling Service.
• Maintain current knowledge of Federal regulations and Credit Union policies and procedures related to collections and consumer lending.
• Perform various other duties such as transferring money to make payments on delinquent accounts and assisting member with automatic payments problems.
• Answer internal and external calls from employees/members and provide excellent quality service as indicated in the Member Experience guidelines.
• Gives feedback to the Supervisor about department and team goals.
• Other duties may be required and assigned by the supervisor

EXPECTATIONS:

• Meet goals defined in individual performance evaluation.
• Contribute towards individual, team, and department goals.
• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
• Report all Risk Management Policy violations in accordance with policy.
• Actively contribute ideas and suggestions to improve efficiency and service to members.
• Maintain confidentiality of all member and credit union account information.
• Attend training sessions as directed by Manager or Supervisor to keep skills current.

JOB QUALIFICATIONS:

Knowledge:

Working knowledge of legal collection process and proven negotiation skills. Must be performing at a Significant Contributor level after completion of the OJT Collections Specialist I training program.

Skills:

Must be proficient with computers. Good keyboarding skills with the ability to maneuver in a Windows based environment. Must have the ability to effectively communicate with members verbally. Must be self-motivated. Works well in team settings. Ability to listen carefully, probe for additional details, and ask targeted questions to gather information. This person must be able to handle stressful or difficult situations in a calm manner and be able to handle multiple priorities in a timely manner without direct superv