Senior Member Solutions Specialist & Team Lead

Wings Credit Union

Colorado Springs (CO)

On-site

USD 34,000 - 40,000

Full time

2 days ago

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Benefits offered by this job

Generous 401(k) match

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Vacation, Sick, Holidays

Tuition Reimbursement

Paid Parental Leave

Job summary

Wings Credit Union is seeking a Member Solutions Specialist to assist members with past-due consumer loans, negotiate payment plans, and protect the credit union's financial exposure. The role includes leading the MSS team on complex questions and ensuring compliance with BSA, FDCPA, and related laws.

Ideal candidates bring 4+ years in customer service/collections, strong negotiation, and solid familiarity with credit unions' products and policies.

Qualifications

High School Diploma, GED, or equivalent; required.
4+ years' combined Customer Service, Collections and/or Consultative Financial experience; required.
Must be able to navigate challenging conversations with professionalism and empathy.
Knowledge of collection techniques, fiscal insights, and negotiation skills.
Proficient with Office products and relevant systems.

Responsibilities

Conduct inbound and outbound collection calls to resolve past-due loans and balances.
Evaluate financial circumstances, identify hardships, and negotiate payment arrangements.
Assist with CPI and payment posting issues.
Serve as team lead and SME for MSS team on complex matters.
Identify training opportunities and support departmental goals.
Collaborate with coworkers to provide a positive member experience.
Maintain compliance with polices and applicable regulations.