Payment Support Specialist I

American1cu; Jackson (MI); On-site; USD 42,000 - 46,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Responsible Time Off

Job summary

American 1 Credit Union in Jackson, MI is seeking a Payment Support Specialist to contact members with delinquent accounts and secure payment arrangements. The role emphasizes delivering excellent customer service and upholding the credit union’s mission to promote financial wellness in the community.

The ideal candidate has delinquency experience and strong communication skills, with the ability to work collaboratively yet lead when needed.

Qualifications

• Minimum education of a high school diploma or GED.
• Experience in credit union/banking or delinquency collections is preferred.
• Strong communication and problem-solving skills in a fast-paced environment.
• Ability to work effectively in a team and maintain confidentiality.

Responsibilities

• Contact members and collect on delinquent accounts while promoting a positive image.
• Engage with members to identify payment arrangements and minimize delinquency.
• Work effectively with others on common tasks and follow policies.
• Represent the credit union in the community and uphold core values.

Skills

Delinquency experience

Customer service

Problem solving

Communication skills

Education

High school diploma or GED

Tools

Outlook

Word

Excel

Adobe Acrobat

Job description

Description

We are looking for a Payment Support Specialist!

• Do you have experience working with delinquency accounts?
• Do you have experience in customer service and finding solutions to client needs?

If so, we invite you to consider a career at American 1 Credit Union. Below are more details before you decide to apply:

• Location: on-site in, Jackson, MI
• Position: Payment Support Specialist
• Wage: $21.13/hour (Competitive)
• Benefits start on day one: Health, Dental, Vision, Responsible Time Off
• All offers of employment are contingent upon background screens

The Payment Support Specialist I is responsible for contacting members and collecting on delinquent accounts while promoting a positive image of the credit union. This position requires the ability to engage with the member and proactively identify ways to minimize their delinquency and maximize their credit union experience. This position requires the ability to work effectively with others on a common task; take actions that respect the needs and contributions of others; and ability to provide leadership to work independently.

Essential Job Functions:

• Focus on Purpose/Mission: Focuses on the Credit Union Purpose and Mission Statement of creating financial wellness in our community through personal everyday banking.
• People Focused and Strong Communication: Initiate and maintain verbal and written correspondence with members that are delinquent 30-89 days on their account(s) – loan and/or shares by identifying the reason for delinquency and attempting to cure delinquency by assisting the member with payment arrangements.
• Achiever & Goal Driven: Scorecard performance, organization, prioritization, and execution of tasks to proactively solve problems and meet deadlines.
• Employee Culture: Committed to building and supporting an engaging and inclusive culture for all.
• Core Process, Policy, and Procedure Review: Follows all company processes, policies, and procedures, including customer identification and all BSA requirements.
• Community Advocate: Serves as a representative of the credit union while in the community.

Competencies Required:

• People Focused and Strong Communication: Empathetically seek understanding of what members and employees require, expect, and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
• Achiever, Initiative, and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Apply new ways of thinking; create new ideas. Plans work and carry out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; creates novel solutions to problems. Pays special attention to close detail and is committed to accuracy.
• Focused, Decision Making and Problem-Solving: Has a strong sense of urgency about proactively solving problems and getting work done; gains support by collaborating effectively for ideas, proposals, projects, and solutions, takes initiative; makes and/or facilitates decisions considering impact on others and/or the credit union; reach sound decisions and exercises good judgment based on balanced consideration of facts, priorities, and alternatives; make decisions in agreed upon time frame; take initiative to identify and resolve problems; demonstrate ability to examine existing problems/issues in new ways.
• Engaged and Collaborative: The employee will work with others to achieve common organizational goals in a spirit of honoring diversity and mutual respect. Effectively communicates by actively listening and sharing relevant information with co-workers, supervisor(s), and members so as to anticipate problems and ensure the effectiveness of the institution.
• Trustworthy, Reliability, and Confidentiality: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Ensures core processes, policies, and procedures are followed.

Key Accountabilities:

• 30–89-day delinquency collections
• First payment defaults
• Negative share collections
• Individual Scorecard Performance

Requirements:

• A minimum education of high school diploma or general education degree (GED)
• 1-2 years of previous credit union/banking experience
• Ability to work effectively as part of a team in a fast-paced, often stressful environment with the ability to juggle multiple competing tasks and demands.
• Excellent organizational and multi-tasking skills

The Ideal Candidate:

• Has excellent customer service skills.
• Ability to work in a fast-paced environment.
• Ability to work well under pressure.
• Ability to remain calm while dealing with difficult members.
• Knowledge of BSA, Regulation CC, D, E, and all other pertinent regulations
• Organizational skills
• Knowledge of the Federal Debt Collection Practices Act
• Knowledge of the Michigan Collections Practices Act and Michigan Consumer Protection Act
• Strong oral and written communication skills
• Must be able to interact and communicate with individuals at all levels of the Credit Union.
• Strong computer skills including Outlook, Word, Excel, Adobe Acrobat
• Handle several forms of correspondence: Incoming phone calls, IM Messages and Email messages.