Education First Credit Union ยท 3 weeks ago
Credit Union Member Solutions Specialist (Collections)
Columbus, OH
Full-time
Onsite
Entry Level
$19/hr - $23/hr
1+ years expEducation First Credit Union (EFCU) is a full-service not-for-profit financial institution focused on enhancing the financial position of its members. They are seeking a Member Solutions Specialist to provide service by contacting delinquent members, offering solutions, and managing accounts to reduce delinquency and loss.
FinanceNon Profit
Responsibilities
Diligently attempt to contact all delinquent customers by using the most effective means possible by meeting minimum outbound call goals
Listen to member issues and proactively offer solutions to their delinquency
Exhibit the ability to persuade members to resolve delinquency
Use effective communication techniques to overcome objections to making payments on delinquent products
Adhere to the member contact process as outlined by the credit union
Ensure key call objectives are met and annotated on every member attempt or contact
Ensure outlined Work Standards are met in regard to outbound attempts and queue management
Review each and every delinquent account for possible legal action if the member is not willing to make suitable arrangements
Make recommendations to leadership based on communications with the member
Reviews Negative Shares on a daily basis
Includes management of member accounts and proper analysis of steps to be taken to reduce delinquent balances
Involves calling upon and sending letters to members who have a negative balance for a predetermined amount of time
Involves managing NSF checks properly as well as initiating repayment plans with delinquent members
Process letters regarding Delinquent Loans, Credit Cards, and Negative Checking Accounts
Answers all inbound calls from members and internal employees regarding the following: Negative Share Accounts, Delinquent Loans and Credit Cards and Charged-off Accounts
Maintains member and employee confidence and protects operations by keeping information confidential and sharing on a business-related as-needed basis only
Engages in problem resolution by clarifying the members' and/or employees' complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution; and keeping the supervisor informed of problems and solutions
Complies with federal, state, and local regulations and legal requirements by enforcing and adhering to requirements
Performs other job-related duties as assigned
Qualification
Required
High School Diploma or GED required
1-3 years of previous experience working in a financial institution, credit union, or bank required
Ability to communicate with others one-on-one, fielding questions and responding to complaints
Strong, friendly voice and demeanor, good diction
Ability to compute rate, ratio, and percent, and to apply these concepts to practical solutions
Ability to define problems, collect data, establish facts, and draw conclusions while dealing with a variety of abstract and concrete variables
Ability to write reports and correspondence
Ability to work independently
Aptitude to operate computer related equipment, applications and accessories
Skill to deal with the occasional unpleasant, angry or discourteous person
Capacity to operate multiple computer web applications at the same time
Working knowledge of multiple communication channels (such as: Microsoft Teams)
Ability to work a flexible schedule
Must be able to maintain confidentiality
Strong listening skills
This position is an in-office role that does not offer the option of hybrid or at-home work
Must have access to transportation in order to travel to and from the office and to trainings and offsite meetings
Preferred
Associates degree preferred
1-2 year of relevant collections experience preferred
Knowledge of credit union loan products, services, policies, and procedures preferred
Understanding of related legal and regulatory standards preferred
Benefits
Medical / Dental / Vision coverage (including qualified dependents)
Company paid Life Insurance, STD, LTD, Voluntary Coverages
Flexible Spending Account (Health and Dependent Care)
401(k) plan with a 5% company match
A generous time off program
Educational assistance program
GROWTH OPPORTUNITIES!!
Company
Education First Credit Union
Education First Credit Union serves the education community.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Jason T.
Chief Operations Officer
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