Senior Member Solutions Specialist & SME Lead

SmartRecruiters, Inc.; Colorado Springs (CO); On-site; USD 34,000 - 40,000; Full time

Benefits offered by this job

Generous 401(k) match

401k Discretionary Profit Sharing

Health Insurance

Vision Insurance

Life Insurance

Short Term and Long Term Disability

Health Savings Account with company;

Employee Assistance Program

Paid Vacation, Sick, Floating Holidays

Paid Holidays

Tuition Reimbursement

Job summary

Ent Credit Union and Wings Credit Union merged in January 2026 and now seek a Member Solutions Specialist to manage delinquent consumer loans, negotiate payment arrangements, and lead MSS team members.

The role requires strong educational grounding, extensive collections experience, and a consultative approach to financial conversations, with emphasis on compliance and member service.

Qualifications

• High School Diploma, GED, or equivalent, required.
• 4+ years' combined Customer Service, Collections and/or Consultative Financial experience, required.

Responsibilities

• Conduct inbound and outbound collection calls to members, co-borrowers, and joint account holders to resolve past-due consumer loans and negative share balances.
• Evaluate members' financial circumstances, identify hardships, and negotiate appropriate payment arrangements.
• Assist with resolving Collateral Protection Insurance (CPI) and payment posting issues.
• Serve as a team lead and subject matter expert for Member Solutions Specialist (MSS) team, providing guidance on complex collection matters, procedural questions, and escalated member interactions.
• Identify opportunities for additional team training and communicate recommendations to the Collections Supervisor.
• Collaborate with coworkers to support departmental goals and provide a positive member experience.
• Maintain compliance with Credit Union policies, the Bank Secrecy Act, and applicable state and federal regulations.

Skills

Customer Service

Collections

Negotiation

Financial Knowledge

MS Office

10-Key

Education

High School Diploma or GED

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Word

Web-based systems

Job description

Ent Credit Union and Wings Credit Union merged in January 2026 and now seek a Member Solutions Specialist to manage delinquent consumer loans, negotiate payment arrangements, and lead MSS team members.

The role requires strong educational grounding, extensive collections experience, and a consultative approach to financial conversations, with emphasis on compliance and member service.