Member Solutions Representative

Carolina Trust Federal Credit Union has a full-time Member Solutions Representative position available on-site, located at the Operations Center in Myrtle Beach.

Position Overview: Responsible for performing collection activities associated with various delinquent accounts. Reviews delinquent accounts, determines probable reasons for account status, and contacts clients to resolve the delinquencies. Utilizes various techniques, as circumstances indicate, to promptly collect on delinquent accounts. Ensures the Company's professional image is maintained.

Pay: $22.00 - $23.77 (Hourly)

Duties and Responsibilities:

• Performance of Collections Functions

• Receives delinquency reports from the computer system and verifies the status of the accounts.

• Contacts delinquent accounts by telephone, personal contact, and correspondence to secure a satisfactory resolution to the repayment problem. Discusses possible financial arrangements, informs clients of potential legal actions, and suggests financial counseling to arrive at suitable payment arrangements. Continues to collect until the account becomes a write-off, bankruptcy, or attorney account. Makes early contact with clients to collect and keep them informed of account status.

• Utilizes effective human relations skills and various forms of persuasion to present a positive Company image in an already negative situation. Calms irate clients and answers questions and complaints relevant to Department functions. Determines reasons for delinquencies and works toward permanent solutions. Minimizes losses by early actions.

• Utilizes further appropriate collection methods if initial attempts do not secure required payment. Suggests consolidations, financial counseling, workouts and/or extensions.

• Posts approved extensions and notifies clients of new due date by mail.

• Recommends small claims court complaints and judgment.

• Refers accounts to AVP Lending Solutions for bankruptcy actions. Continues related collection efforts.

• Recommends possible charge-offs.

• Performs collections efforts in accordance with Company policies and procedures and ensures they are legally compliant.

• Administration of Collection Activities

• Keeps accurate and up-to-date activity reports on late, potentially late, and delinquent accounts.

• Documents all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence on computer.

• Researches accounts that appear on late and potentially late records to ensure that Company errors are detected promptly. Provides clients the opportunity to fully explain their account status.

• Business Relationships

• Maintains the Company's professional reputation throughout collections operations and in all contacts with clients.

• Maintains confidentiality.

• Develops contacts with credit repair companies and other financial institutions. Uses shared information to effectively minimize Company losses.

• Communication and Coordination

• Assists area personnel as needed.

• Keeps management informed of activities, progress toward established objectives, and of any significant problems.

• Attends and participates in meetings as required.

• Other Duties as Required or Assigned

• Stays informed of changes in collections policies, procedures, and related legal requirements.

• Ensures work area is clean, secure, and well maintained.

• Comply with the Courtesy Coverage program by following all written procedures set forth by CU management including the knowledge of the program and the ability to communicate the program to members. All staff should be responsible to attend any required training as it relates to the Courtesy Coverage program.

Ensures operations are conducted in accordance with established Credit Union policies and with legal and regulatory requirements, including but not limited to BSA/ALM compliance.

Delinquent and problem accounts are closely monitored and reviewed.

Appropriate collections actions are instituted which are in accordance with established Company policies and are legally compliant.

Delinquent accounts are promptly collected. A delinquency ratio which meets management standards is maintained.

Professional business relations exist with clients. Clients are properly assisted with their financial problems and their questions are courteously answered.

Required reports and records are accurate and timely.

Good working relations exist with area personnel and with management. Management is appropriately informed of area activities.

• The list of essential functions is not exhaustive and may change based on the Credit Union’s needs.

Education: High school graduate or equivalent.

Experience and Knowledge:

• One to three years of previous collections experience. Call center experience is a plus.
• Knowlede of collection procedures and related laws and regulations.
• Understanding of company policies. Familiar with default and enforcement clauses.
• Basic understanding of U.S. Bankruptcy code and small claims court system.

Benefits:

• 401K
• 401K Matching
• Life Insurance
• Health, Dental, and Vision Insurance
• Employee Assistance Program
• Paid Time Off