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Job Description
Member Solution Specialist Helping members find a path forward.
Department:
Collections Grade:
6
Reports To:
Chief Lending Officer Classification:
Non-Exempt Position Summary Pheple FCU is seeking a compassionate, detail-oriented Member Solution Specialist to join our Collections team. This role is responsible for helping members navigate financial challenges while protecting the credit union's assets. The ideal candidate will be skilled in communication, problem-solving, and relationship-building, with the ability to approach sensitive financial situations with professionalism, empathy, and discretion. As a Member Solution Specialist, you will work directly with members to understand their circumstances, provide consultative support, and recommend appropriate solutions to help bring accounts current. This position plays an important role in balancing member care with sound lending and collection practices. What You'll Do In this role, you will contact members with delinquent loan or credit card accounts by phone, email, text, and mail to discuss payment status, understand financial hardships, and explore possible solutions. You will take a consultative approach to collections by working with members to develop realistic plans that may include payment arrangements, loan modifications, or other options based on their individual situations. You will maintain accurate records of all collection activity, monitor account progress, and prepare reports as needed. When necessary, you will make recommendations regarding loan modifications, repossession of collateral, charge-offs, or further recovery action after other options have been exhausted. This position also assists with preparing documentation for legal counsel, processing credit disputes and updates through E-OSCAR, and supporting the recovery process for delinquent loans and credit card accounts. In addition, you will help identify trends in loan underwriting that may be contributing to delinquency or charge-off activity and communicate those trends to management. Key Responsibilities Communicate with members regarding delinquent loan and credit card accounts in a professional, respectful, and solution-focused manner. Listen to members' financial hardships and help identify appropriate options to assist them. Propose tailored financial solutions, including payment arrangements or loan modification recommendations when appropriate. Maintain accurate documentation of all collection activity, conversations, and account updates. Analyze delinquent accounts and recommend next steps when accounts cannot be brought current. Prepare documentation for legal counsel when needed. Process credit disputes and updates through E-OSCAR. Support recovery efforts for delinquent loans, credit cards, and collateral. Inform management of patterns or trends that may impact loan performance. Maintain confidentiality and follow all applicable collection, lending, and credit reporting laws and regulations. Perform other job-related duties as assigned. What We're Looking For The successful candidate will have strong communication skills, sound judgment, and the ability to handle difficult conversations with professionalism and empathy. This role requires someone who is organized, dependable, and comfortable working with sensitive financial information. Qualifications High school diploma or GED required. Three to five years of similar or related experience preferred. Previous experience in collections, lending, financial services, member service, or account resolution is helpful. Strong written and verbal communication skills. Ability to listen actively, ask thoughtful questions, and respond with tact and diplomacy. Strong attention to detail and ability to maintain accurate records. Ability to work independently and manage time effectively. Comfort using computer systems, email, internet-based tools, and credit union or financial software. Ability to travel independently as needed. Our Ideal Candidate You may be a great fit for this role if you are someone who can remain calm and professional during challenging conversations, enjoys helping people find solutions, and understands the importance of protecting both the member relationship and the financial strength of the credit union. You should be comfortable working in a confidential environment and committed to treating every member with respect, fairness, and care. Performance Expectations Success in this role will be measured by your ability to demonstrate excellent member service, support the credit union's organizational values, maintain strong job knowledge, communicate effectively, and contribute to productive collection and recovery efforts. This includes reducing delinquency, supporting successful loan modifications when appropriate, maintaining accurate documentation, and using time and resources efficiently. Why Join Pheple FCU? At Pheple FCU, we are dedicated to the financial well-being of the community. Our team works together to serve members with respect, integrity, and care. As a Member Solution Specialist, you will have the opportunity to make a meaningful impact by helping members through difficult financial moments while supporting the long-term success of the credit union. Apply today.
