Junior Member Solutions Specialist

We are looking for more than just an employee, we are looking for a true team member dedicated to enhancing the member experience! Come join the credit union movement and Discover Banking With Heart at NIHFCU!

At NIHCU, one of our core values is investing in our employees, which is why we offer perks like these:

• Benefit Package for all Full time employees includes health, dental, vision, Life insurance benefits
• 401(K) and profit sharing
• Tuition Reimbursement
• Career Advancement and development
• Credit Union Membership with discounted services and products.

GENERAL SUMMARY: This position will have a flexible hybrid work schedule. In office presence at our HQ in Rockville, MD is required few times a week.

Under general supervision, and in accordance with established policies and procedures, telephone, email, text and/or mail collection notices to delinquent accounts in an effort to resolve the delinquent account status. Properly record all successful & unsuccessful attempts to communicate with borrower(s), while adhering to all applicable laws/regulations. Through consistent and effective collection efforts, maintain delinquent accounts at acceptable levels. Use interpersonal skills to discuss borrower’s financial situation in a tactful manner to resolve the delinquent status and yet maintain positive member relations.

MAJOR DUTIES AND RESPONSIBILITIES:

• Responsible for taking appropriate actions to minimize losses on loans, credit card accounts and (negative) share accounts. This includes contacting members by telephone, email, text and/or mail to notify of delinquency and suggest options to cure the default. Work with members to resolve delinquent and/or over-limit status, discuss possible financial arrangements that would resolve temporary problems, inform borrowers of potential legal action, and suggest financial counseling.
• Update records relating to delinquent loan accounts, to include but not limited to, obtaining current member information (i.e. addresses, telephone numbers, employment, etc.).
• Counsel members using specific knowledge of NIHFCU guidelines, NCUA policies, as well as the Fair Debt Collection Practices Act to maintain good relationships with delinquent members and avoid losses.
• Notify Supervisor of those accounts that may require further action (repossession, legal action, freezing shares for delinquent purposes, or cancellation credit lines).
• Responsible for accessing e-Oscar on a regular basis (at least twice weekly). Review credit disputes, determine validity, respond appropriately and notate NIHFCU account. This requires accuracy when responding to disputes due to sensibility of the matter.
• Perform skip tracing for UTL (unable to locate) borrowers.
• Understand basic bankruptcy and garnishments laws. If necessary, properly log new bankruptcy cases and bank attachments/garnishments according to current procedures.
• Ability to process payments over-the-phone via the online ECM system (Electronic Cash Management).
• Responsible for compliance of all Federal and State rules and regulations pertaining but not limited to Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, NCUA Privacy Regulations, FCRA/FACTA and Fair Debt Collections Act.
• Work over-limit accounts that are not past due to ensure the balance remains within the approved credit line.
• Obtain new credit reports and be able to understand the components of a credit report and analyze risks based on credit history.
• Review and provide recommendations for debt management proposals.
• Assist with handling incoming or outgoing mail, and other administrative duties as needed for the overall production of the organization.
• Access Member or Employee personal and financial information only as required. Maintain the confidentiality and security of all Member or Associate’s personal and financial status.

EDUCATION & EXPERIENCE:

• High School diploma/certificate is required. Bachelor’s degree in a pertinent field or equivalent experience preferred.
• One year of banking experience is required with working knowledge of credit/lending various credit union products.
• Excellent oral communication, written and telephone communication skills. Good analytical, and interpersonal skills required.
• Ability to deal with difficult members and resolve problems.
• Competence with: Microsoft Office.

REQUIRED COMPLIANCE COURSES

Ensure that work results and processes comply with relevant laws and with established NIHFCU policies, procedures, and practices, including, but not limited to, the Bank Secrecy Act (BSA).Attend all required training or complete and pass all online required training courses as applicable.

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  Salary Range: Non Exempt; $23.41-$35.11
• Please note that the pay range listed represents the earning potential for this position and is only a general guideline that may be modified in the future. NIHFCU considers factors such as (but is not limited to) the scope and responsibilities of the position, the candidate’s applicable work and educational experience, the candidate’s certifications if required, and critical skills, as well as market and business considerations, including budgetary constraints and internal equity, when extending an offer.

NIHFCU is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.