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Commonwealth Credit Union · 3 weeks ago

Member Solutions Representative

Frankfort, Kentucky, United States

Full-time

Onsite

New Grad, Entry Level

Commonwealth Credit Union is committed to bettering lives through their passion to serve, and they are seeking a Member Solutions Representative. This entry-level role is responsible for managing and resolving overdrawn accounts, negotiating payment plans, and providing support to members to help them meet their financial obligations.

FinanceFinancial ServicesNon ProfitProfessional Services

Responsibilities

Maintaining regular communication with members, team members, and leaders. Sharing insights and updates on accounts to help the team stay informed and make better decisions

Proficiently using all resources to make contact, documenting accounts with detailed notes for follow up and tracking purposes

Listening to members and noticing "trigger" words for possible assistance options, such as workouts and forbearance

Negotiating payment plans and settlements to reduce financial losses

Staying readily available for calls and providing exceptional member service to internal and external members

Maintaining acceptable scores on quality assurance audits based on credit union standards for service and is open to feedback to better the member experience

Displaying acceptable knowledge of credit union products and services. Ensuring that all collection activities adhere to regulatory and compliance requirements, including Fair Debt Collection Practices Act (FDCPA)

Working closely with others and the leadership team to develop and implement strategies for lowering delinquency and charge-offs

Actively pursuing development opportunities including, but not limited to, attending conferences, acquiring certifications, completing learning courses, or engaging in both internal and external leadership programs

Qualification

Debt collection practicesFinancial principlesNegotiating payment plansMember serviceStress managementCommunication skillsTeam collaborationAdaptability