What are the responsibilities and job description for the Member Solutions Counselor position at Achieve Financial Credit Union?
Role: Contact all members with delinquent accounts greater than 15 days past due. Effectively manage assigned portfolio and make charge-off, repossession, and foreclosure recommendations to Management. Assist members in restoring their good standing status with the Credit Union. Also responsible for maintaining the financial soundness of the Credit Union, as well as contributing to the department's ongoing effort to manage the asset quality by achieving the lowest possible delinquency and charge-off ratios.
Essential Functions & Responsibilities: Exercising appropriate phone etiquette, answer incoming member or member-related contacts (phone calls, emails, faxes, etc.), work Collection queues and make outbound member calls.
Review and document status of accounts and initiate telephone contact on delinquent loans Research accounts on the delinquent loan reports to ensure Credit Union errors are detected promptly and corrected.
Prepare correspondence on delinquent accounts requiring special handling including contacting members by USPS mail, certified, email or SMS messaging
Utilize Collections system to document accurately
Determine reason for delinquency and refer members to the loan team when necessary
Establish and recommend payment plans when applicable
Initiate all required documents; review and make recommendations for charge-offs, repossessions, foreclosures, and rewriting of delinquent loans
Maintain strict adherence and compliance to all laws, rules, regulations, policies, procedures, and internal controls specific to the job functions
Follow detailed and standardized procedures in performing routine collection operations and perform a variety of support duties related to the collection function
Knowledge and Skills:
Job Competencies:
- Action Oriented
- Communication
- Ability to cultivate professional relationship with a diverse field of membership
- Problem Solving
- Follow up
- Highly motivated and team oriented
- Positive and persistent
- Able to work in emotionally charged situations
- Ability to work in a fast paced and high call volume call center
Education and Experience Requirements:
- High School graduate or equivalent required.
- Excellent telephone and communication skills required.
- Excellent written and verbal communication skills
Experience: Three to five years of similar or related experience.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills: Strong verbal and written communication skills are required. Enjoyment of working in a fast-pace, ever-changing environment is required. Ability to multi-task is required. Fluent in Spanish preferred.
Work Environment: Professional Setting/Work from Home. Some nights and weekend hours may be required.
Job Type: Full-time
Pay: $21.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) 5% Match
- AD&D insurance
- Bereavement leave
- Credit union membership
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Loan assistance
- Paid sick time
- Paid time off
- Paid training
- Retirement plan
- Tuition reimbursement
- Vision insurance
Physical Setting:
- Office
Schedule:
- Monday to Friday
Work Location: In person
Salary : $21 - $24