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University of Kentucky Federal Credit Union · 20 hours ago

Member Solutions Specialist Lead (30870)

Corporate Offices - Lexington, KY 40509

Full-time

Hybrid

New Grad, Entry, Mid Level

0+ years exp

University of Kentucky Federal Credit Union is a community-focused organization that has been serving its members since 1937. The Member Solutions Specialist Lead plays a crucial role in reducing delinquency and loss by coaching employees, contacting members, and managing delinquent accounts to support the financial health of the credit union.

BankingCredit BureauFinanceFinancial ServicesNon Profit

Growth Opportunities

Responsibilities

Proactively reach out to delinquent members using effective communication techniques. Listen to their concerns, overcome objections, and persuade them to resolve delinquencies. Oversee Specialists outbound call goals and follow established matrices to ensure consistent follow-up

Review delinquent accounts for potential legal action, making recommendations to the Member Solutions Supervisor and Manager when necessary. Additionally, evaluate whether secured loans require repossession orders to be issued. Provide assistance regarding force-placed insurance

Manage delinquent external loans, prepare reports on team performance, and audit team members work to ensure all procedures are followed and effective. Manage the closing of repossession cases and oversee redemption procedures, ensuring all documentation is accurate, and transactions are completed in accordance with company policy and procedure. Coordinate with relevant teams to finalize account statuses and communicate outcomes clearly to members

Handle member escalation calls received by specialists, applying strong problem-solving and communication skills to quickly address concerns. Evaluate each situation to decide if it can be resolved independently or needs management involvement, ensuring all issues are appropriately escalated for prompt resolution. Coach employees with call escalation and workflow audit reviews

Maintain accurate account records, protect confidentiality, and ensure compliance with internal policies, procedures, and all applicable regulations

Work with members and employees to identify issues, determine solutions, and follow through to resolution, keeping leadership informed

Stay current on industry trends, competitor practices, and UKFCU products to continuously improve member solutions and operational effectiveness

Collaborate with colleagues to achieve departmental and organizational goals

Qualification

Collections experienceMicrosoft WordMicrosoft ExcelCommunication skillsAnalytical abilityProfessionalismAccountabilityCollection lawsIntegrityCreative solutions