Member Solutions Specialist

Description Member Solutions Specialists assist members facing financial difficulties by finding creative solutions to help them meet their financial obligations. They educate and empower members to make informed financial decisions, focusing on maintaining membership with the Credit Union. The role involves working with delinquent accounts and negative share balances, communicating loss mitigation options, and identifying financial solutions while protecting the Credit Union's interests. Work Arrangement: This position is able to work onsite or hybrid (able to work 2 days/week remotely) at our East Lansing Headquarters after training is complete (4-6 weeks). Sample Schedule: Standard Week: Monday - Wednesday 8:30am - 5:00pm ET Thursday 10:00am - 6:30pm ET Friday 8:30am - 5:00pm ET Rotation Week (every other week): Monday - Wednesday 8:30am - 5:00pm ET Thursday Off Friday 8:30 - 7:00pm ET Saturday 9:00am - 3:00pm ET An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment. Compensation & Benefits: Hourly Range: Level I - $18.00 - $20.00 per hour, depending on experience 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays 401(k) with a company match Tuition Reimbursement Up to 12 Weeks of Paid Parental Leave Learn more about our benefits here Essential Duties and Responsibilities: Level I - Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations. Manage share and loan collection queues, adhering to department processes, procedures, applicable laws, regulations, and collection policies. Manage internal team communication spaces and reports that include returned checks, preauthorized Visa debit transactions, merchant force-posted transactions, account service charges, and overdraft transactions related to Balance Shield and/or Courtesy Pay or Courtesy Pay for Debit, and applicable service charges. Assist members to resolve negative balances and delinquent loan payments, whether through outreach via phone or assisting those calling into the Credit Union, utilizing effective communication and negotiation skills to facilitate repayment or resolution. Recommend charge-offs for negative shares and delinquent loans and recommend repossession of delinquent secured loans. Address escalated member situations and take appropriate actions to resolve them. Thoroughly and timely document all collection efforts and member contacts to ensure updated information is available to staff. Offer financial counseling and assistance, understanding various income types, and refer to external Credit Union resources and partners when necessary. Participate in department initiatives, promotions, and achieve assigned goals. Collaborate with Recovery to determine the next steps in the collection process as needed. Perform daily balancing of financial transactions. Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks. Perform other duties as assigned. Level II - Collect on specialized subsets of the consumer loan portfolio to ensure that consistent and prompt attention is given to first payment default accounts, affiliate brand accounts, and commercial accounts, as necessary. Collaborate with management to identify and implement training op