Member Solutions Specialist

Purpose

The primary purpose of this position is to assist Community Choice Credit Union to live out our purpose, “We believe in helping our neighbors achieve the life they desire”. A key component of this mission is to provide five-star service to our members and team members.

Position Summary

The Member Solutions Specialist is responsible for keeping delinquency and loan losses to a minimum amongst all lending products offered by the credit union. This position is an individual contributor within the credit union and part of the Member Solutions department.

Core Competencies - Title and Definition

• Core Values

o Committed: We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being.

o Charitable: We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve.

o Credible: We are our Members’ trusted financial advisors; each Team Member plays an integral role in the well-being of our Members’ financial lives and the success of Community Choice Credit Union.

o United: We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other.

• Adaptability/Initiative

Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.

Position Competencies

Member Service Skills

Manages member accounts in a manner that ensures that the member needs are understood and met. Provides timely and professional service to both internal and external members; is responsible and impactful to member needs and requests; is always courteous/inviting to the member and considers the needs of the member when making decisions. Applies a 'member-centric' approach by using the Member Action Plan in order to uncover opportunities to improve our members’ financial lives by saving them money, making them money, or making their banking easier and more convenient. Utilizes and recommends available resource departments to members that best fit their needs, such as Business, Investment, or Mortgage Services. Effectively assists members and staff in solving accounts related issues by listening, collecting data, securing answers, and reporting results. Retains and grows member relationships by fulfilling their commitments and earning the member's trust.

Organizational Skills

Demonstrations ability to organize workload, manage time and resources, and schedule and prioritize projects.

Role Mastery of Essential Duties

Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance.

Essential Duties

• Initiate collection procedures and facilitate payment arrangements for members with 6 to 60-day delinquent loans and past due accounts to reduce the risk of bad debt expense and to prevent further delinquency.

• Assist staff and members with delinquent loan related requests to ensure they are processed accurately and efficiently.

• Produce, provide, and continually update documentation of all collection efforts to ensure collection attempts are accurately tracked.

• Offer loan extensions or loan workouts for members in order to minimize delinquency and potential losses.

• Provide budget counseling to assist in improving the financial lives of our members.

• Produce, provide, and continually update evaluation documentation on delinquent loans to ensure recommendations are in the best interest of the credit union.

• Create reports and treads that reflect loan delinquency to determine and track possible trends.

Position Qualification

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential.

Education

Education Program of Study/Concentration Required/Preferred

High School Diploma General Studies Required

Experience Requirements

Years of Experience Type of Experience

6 Months-2 Years Collection and/or lending experience preferred

Skills & Abilities

Knowledge of financial industry

Familiarity with related laws and regulations

Excellent communication, telephone, and public relations skills

Mental Demands

The team member must be able to read and interpret documents or instruments, understand and/or follow complex written and oral instructions, make decision and to resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and/or concisely, perform mathematical functions, and handle multiple, concurrent tasks.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

General Statement

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.