MEMBER SOLUTIONS PARTNER

DescriptionPosition Title: Member Solutions Partner Department: Member Solutions

Classification: Non-exempt DATE: SEPTEMBER 2020

REPORTING RELATIONSHIPS

Position Reports To: Member Solutions Supervisor

Positions Supervised: None

POSITION PURPOSE

Responsible for preserving the credit union assets by controlling delinquent accounts, collecting delinquent loan payments and overdrawn accounts, counseling with members and/or recovering collateral.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility of Member Solutions Representative:

Reviews and understands the core system and collection system.

Reviews and understands the Member Solutions procedures and guidelines.

Reviews and understands all established policies and procedures and applicable legal requirements.
Ensures confidentiality is maintained.

2. Assumes responsibility for the effective and efficient collection of delinquent loans and overdrawn accounts:

a. Executes procedures and guidelines timely.

b. Makes calls timely and sends member communication as required.

c. Provides maintenance and research on accounts as necessary.

d. Reduces losses to Credit Union through resolution of accounts. Ensures credit union assets are protected and losses are mitigated.

e. Recommend accounts for charge-off after exhausting all reasonable efforts.

f. Ensures collections actions are thoroughly documented.

3. Ensure requests, questions and problems are courteously and professionally resolved.

4. Assumes responsibility for related duties as required or assigned.

a. Assist, as needed, with claims or refund filings.

b. Assist, as needed, with initiating repossessions, maintaining and disposing of such assets.

c. Assist, as needed, with filing, letter generation and reporting.

d. Stays informed regarding changes in collections practices and trends.

e. Ensures work area is clean, secure, and well maintained.

f. Completes special projects as assigned.

PERFORMANCE MEASUREMENTS

1. Ensures timely contact of members with delinquent loans to inquire about repayment intent.

2. Maximize the collection and/or recovery of credit union assets from delinquent and charged-off accounts.

3. Collect on assigned delinquent accounts as follows: 120 calls per day on assigned accounts

4. Keep collection records accurate, complete and up-to-date.

5. Ensure all collection activity is legal and follows established policies, procedures and guidelines, keeping management informed of operational issues affecting collection activities.

6. Provide professional, timely, and accurate service and support to all members and co-workers.

COMPETENCIES EVALUATED

25% Productivity

20% Job Knowledge

20% Communication

15% Policy/Procedure Compliance

10% Organizational Skills

10% Decision-Making Ability

100% Total

QualificationsEducation/Certification: High school graduate or equivalent.

Required Knowledge: Knowledge of collections, servicing, and legal requirements. Understanding of credit union’s default enforcement clauses.

Experience Required: One to three years of similar or related experience.

Skills/Abilities: Excellent communication and public relations skills.

Ability to work in stressful, high pressure situations.

Solid analytical and negotiating skills.

Strong leadership.

Able to operate computer applications, financial calculator, and other basic business equipment.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Talking: Especially where one must frequently convey detailed or important instructions or ideas efficiently, accurately, or quickly.

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.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities: Average, ordinary visual acuity necessary to prepare and inspect documents and/or products or operate machinery.

Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

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WORKING CONDITIONS

None: No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions. Able to interpret a variety of technical instructions and can deal with multiple variables.

Language Ability: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias. Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.

Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent) and variation in word order; using present, perfect, and future tenses.

This Job Description is not a complete statement of all duties and responsibilities comprising this position.