Member Solutions Representative

Member Solutions Representative

Dupaco Community Credit Union

1 Positions

ID: MEMBE003077

Posted On 09/01/2026

Job Overview

The Member Solutions Representative helps members resolve early-stage delinquent loans and accounts through proactive outreach and personalized support. This phone-based role involves managing daily account queues, making and receiving calls, and documenting all member interactions. Representatives work with members to identify repayment options, set up short-term payment plans, and connect them to additional solutions such as loan refinances, financial counseling, or money makeovers. Success in this role requires balancing compassionate service with strong performance in call volume, follow-up, and account management. As a trusted financial partner, the Member Solutions Representative embodies Dupaco’s core values of trust, empathy, relationship-building, and advocacy while helping members regain financial stability.

Dupaco Values:

Demonstrates Dupaco Values: Rooted in Trust, Empathetic Understanding, Strengthening Relationships, Advocate for All and Invest in You

What You'll Do:

• Assist members with delinquent accounts both with inbound and outbound calling.

• Review assigned queues daily and initiate appropriate collection actions on delinquent loans and other accounts.

• Contact members and cosigners via phone, email, and correspondence; obtain payments or promises to pay.

• Work with members to create repayment plans (typically 3–4 months) to bring loans current; ask detailed questions regarding hardship and recommend appropriate solutions such as money makeover or loan refinance referrals.

• Send required notices and correspondence (e.g., right to cure, right of offset) and ensure proper documentation of all member communications.

• Assist other credit union departments with collection efforts as needed.

• Resolve member issues and requests within 24–48 hours whenever possible.

• Perform other duties as assigned.

You'll need:

• High school diploma or equivalent (ie. GED).

• 1+ year of customer service or related experience preferred. Collections or financial services experience is helpful but not required.

• Interpersonal skills are necessary to provide excellent service to our members and represent the credit union in a positive way.

• Basic knowledge of consumer loan collection procedures and applicable legal requirements (FDCPA and relevant state regulations) preferred.

• Ability to problem solve.

• Demonstrated ability to accurately calculate payment plans.

• Proficiency in computers; ability to learn in-house application software knowledge and the ability to manage various programs and systems.

Primary Contact

114365

Matt Hostert

Senior Recruiting Specialist, Human Resources

563-557-7600, ext. 2564

Phone

Phone

Phone

Fax

[email protected]

Email

True

False

True

Job Details

Categories

Banking/Mortgage/Financial Services

Cashier

Customer Service

Location

Dubuque, IA

Job Type

Employee

Full/Part

Full Time

Company ID

986

Job REQ #

MEMBE003077

# Positions

1

Start Date

20260901

End Date

20261010

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Dupaco Community Credit Union

About the Company

Dupaco Community Credit Union is a not-for-profit financial cooperative. When we help our members save moneyΓÇöwith a savings account, lower loan rates, fewer service fees, low-cost insurance, financial education and moreΓÇöwe help grow the whole credit union. It' people helping people. Learn more about us at www.dupaco.com (https://www.dupaco.com/about/) .

A Dupaco career is different.

WeΓÇÖre a diverse crew of caring, passionate, and fun-loving people who work together toward a higher purpose- to always look out for our membersΓÇÖ best interests. That promise is at the center of everything we do. And we have plenty of career opportunities for thoughtful, genuine, and motivated people who can help us deliver.

Our culture is built to empower and inspire you every single day. When you get here, youΓÇÖll know that your voice is valued and heard. And youΓÇÖll find new and unique ways to make a positive impact just by being you.

See more perks you'll love (https://www.dupaco.com/about/dupaco-careers/)

Dupaco Community Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sex, age, sexual orientation, gender identity, status as a protected veteran, or status as a qualified individual with disability.