Member Solutions Specialist I

As a Member Solutions Specialist I at Ent Credit Union, you will focus on collecting past due consumer loans in a professional and consultative manner. Your responsibilities will include making timely collection calls, interviewing members to identify their financial challenges, and negotiating payment arrangements while adhering to Collection Department policies and state and federal laws. This role is crucial in correcting delinquency patterns, ensuring maximum return for our members, and actively contributing to their financial well-being.

To qualify for the Member Solutions Specialist I position at Ent Credit Union, you should have a high school diploma or G.E.D. and at least a year of combined customer service, collections, and consultative financial experience. Additionally, the role demands strong communication skills, attention to detail, basic math proficiency, and a desire to learn collection laws and policies quickly. Relevant work experience can substitute for educational qualifications, providing flexibility for candidates from diverse backgrounds.

The Member Solutions Specialist I plays a key role in advancing Ent Credit Union's mission of improving financial quality of life by providing supportive and empathetic collection services. By making professional collection calls and exploring payment options with members, you help reduce financial stress while ensuring compliance with regulations. This position allows you to impact members’ lives positively, helping them navigate their financial challenges and providing solutions that align with Ent’s commitment to putting people above profits.

At Ent Credit Union, the Member Solutions Specialist I position offers tremendous growth opportunities. You will receive comprehensive training on advanced collection techniques and the chance to develop your consultative skills further. As you gain experience, you may have opportunities to advance into more specialized roles within the collections department or other areas of the credit union, expanding your career in the financial services sector while continuously supporting our mission to serve the community.

The working conditions for a Member Solutions Specialist I at Ent Credit Union involve a mix of sitting and occasional standing or walking. While working primarily in an office environment, you will engage in frequent communication through phone calls with members. The role requires excellent attention to detail and the ability to work with various computer systems and programs, making it essential to have good eye-hand coordination to process member requests effectively.

When collecting past due loans, it’s crucial to maintain professionalism and empathy. Start by actively listening to the member's situation and demonstrating understanding. Clearly explain the collection process and present flexible payment options that consider their financial constraints. This approach not only helps in collecting dues but also builds trust and rapport, fostering a supportive relationship.

Absolutely! In my previous role, a customer was struggling to make payments on a loan due to unexpected expenses. I scheduled a time to discuss their situation in detail, allowing them to express their concerns. I then proposed a temporary deferment while outlining a realistic payment plan to get them back on track. By being supportive and solution-oriented, I helped them manage their financial burden effectively.

To stay organized while managing multiple accounts, I prioritize my tasks using a clear tracking system. I categorize accounts by urgency and set reminders for follow-ups. I also maintain detailed notes on each interaction to ensure continuity in communication, which helps me deliver a personalized experience when reaching out to members again.

To ensure compliance, I make it a priority to stay updated on current collection laws and company policies through regular training and resources. I carefully review each situation before taking action, ensuring that my methods align with legal requirements. When in doubt, I consult with supervisors to ensure all steps taken are ethical and lawful.

I have several years of experience negotiating payment arrangements. My approach involves understanding the member's financial situation first and then crafting an agreement that is both feasible for them and acceptable for the organization. I focus on collaboration and clear communication to ensure the member feels valued and understood, making it more likely to reach a satisfactory agreement.

In my previous collections role, I was tasked with ensuring customer service quality was upheld throughout the collection process. I trained to balance professionalism with empathy, actively listening to concerns, and maintaining a non-aggressive demeanor. By treating members with respect, I built rapport that ultimately aided in successful collections and higher member satisfaction.

Handling an irate member involves patience and active listening. I would allow the member to express their frustrations without interruption, validate their feelings, and calmly review their concerns. After they have vented, I would guide the conversation toward potential solutions and payment options, showing that I'm there to help rather than just collect.

In my previous positions, I utilized CRM systems to track member interactions and maintain updated records of conversations, payment arrangements, and follow-ups. I also use spreadsheets to monitor account progress and assess overall team performance, which helps in making informed decisions and providing data for performance metrics.

I am motivated to work in collections because I see it as an opportunity to help individuals navigate difficult financial situations. My goal is to not only ensure the organization recovers loans but also to empower members to regain control of their finances. It’s rewarding to create solutions that lead to successful outcomes for both parties involved.

Before making a collection call, I review the member's account details to understand their history, including any previous communication. I prepare by outlining possible solutions or payment options relevant to their situation. This preparation allows me to engage more effectively during the call, addressing their needs while remaining solution-oriented.