Apply on Employer Site

VyStar Credit Union · 3 months ago

Member Solutions Representative I

Jacksonville, FL - 100 W Bay St

Full-time

Onsite

Entry Level

2+ years exp

VyStar Credit Union is a financial institution that offers competitive pay and benefits. They are seeking a Member Solutions Representative I to contact members regarding delinquent accounts and recommend payment arrangements while ensuring compliance with regulations.

AppsBankingFinanceMortgage

Responsibilities

Reviews delinquency reports and collection system information to determine appropriate collection activity to effectively collect monies due from members

Contacts members to discuss delinquency

Obtains information to effect collection on accounts and make up-to-date arrangements

Follows up regularly if debt not paid current

Skip traces difficult to locate members to establish contact by reviewing all relationships in Miser, free internet sites, and skip tracing tools

Submits the account to the skip tracing team to further locate member when preliminary methods are unsuccessful

Recommends to the Member Solutions Supervisor accounts for repossession review when necessary

Considers and recommends extensions and/or payment arrangements on delinquent accounts to bring due date current

Consults as needed with the Consumer Loan Modification Team regarding extensions, payment arrangements, and workouts

Reviews and recommends charge-off accounts to Supervisor, Manager and/or AVP

Performs other duties as assigned

All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work

To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates

The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:

Focus your full attention by carefully listening to and observing client or member

Consistently be friendly and approachable. Demonstrate your care

Listen empathetically and ask questions (70%/30% rule)

Recommend solutions based on your member’s needs and objectives

Ensure that member’s expectations were exceeded

Verify necessary follow-up actions

Qualification

Collection procedures knowledgeSkip tracing skillsCustomer service experienceMicrosoft Office proficiencyCommunication skillsProblem-solving skills

Required

A minimum of one-year prior office/clerical experience plus minimum of one (1) year prior collection, call center, and or customer service experience is required

The minimal formal education required is a high school diploma or its equivalent

The incumbent is required to complete all department defined Computer Based Training courses within 90 days from the hire date achieving a passing score of at least 80%

The incumbent is required to receive, review, sign, and return to their Collections Supervisor copies of the Attendance Policy, Vacation Policy, Dress Code, and Code of Ethics within the first 30 days of employment

During the first six months of employment in the Member Solutions Department, the incumbent must be capable of demonstrating knowledge and skill in the following: How to navigate through Atlas (Miser) and know the basic speed keys, Basic desktop procedures for closing accounts, Basic desktop procedures for waiving late or nsf fees, Basic skip tracing skills, How to open or close checking and savings accounts, Basic desktop procedures for placing flags on accounts and removal, How to access PSCU and check balance, delinquency, statements, and history, Proficient with Report Portal, Microsoft Office, and VeriFone

During employment the incumbent must maintain a satisfactory attendance and performance record