Part-Time Member Solutions Representative

Position Description

Title: Member Solutions Representative FLSA Classification: Non-Exempt
Reports To: Member Solutions Manager Supervises: No Direct Reports
Employee Printed Name:
Employee Signature: Manager Signature:

Position Primary Purpose: Performs a variety of duties and tasks related to the collection function within the Credit Union. Handles all accounts which are delinquent to conclusion. Provides account information and helps solve account problems. Responsible for operating within established policies and procedures.

Essential Functions:

Provides financial counseling to members with respect to repayment schedules, securities, loan problems, etc. Records all pertinent collection activities, e.g. correspondence with members and actions taken for recovery of past due monies.

Initiates written and personal collection contacts to resolve delinquent amounts on loan accounts.
Performs all duties and tasks associated with the collection function including documentation, record keeping, and correspondence.

Assists with all duties including repossessions, bankruptcy, small claims proceedings, garnishments, legal accounts under the guidance and approval of the senior Member Solutions staff.

Ensures compliance with regulatory requirements as they pertain to the collection policy areas. Reviews and prepares the negative shares report for charge-off. Follows through on recovery and continued collection efforts of charged off accounts by telephone and through correspondence to members.

Reports status and progress of delinquent accounts to supervisor.

Collects all NSF checks and negative accounts referred to the Member Solutions department.

Recovers assets by locating, repossessing and assisting in the sale of vehicles under the supervision and guidance of senior Member Solutions staff.

Assigns repair of vehicles and negotiates insurance settlements with insurance companies.

May answer IRS levies.

Types extension documents, payroll deduction authorizations, vehicle title forms, etc. Files loan documents related to the collection function, e.g. adverse action notices, etc.

Reviews disputed accounts through the credit bureau and correct any errors within regulatory time limits.

Non-Essential Functions:

Serves as backup for all teller functions as needed. Serves as a backup for the Member Solutions Assistant.

Cross sells all services offered by the Credit Union. Responds to members’ requests, problems and complaints, and/or directs them to the proper person for specific information and assistance. Counsels members with problems that cannot be solved by other staff.

Visit branches to keep communications open.

Consistently read and respond to all correspondence, including emails.

Successfully complete required compliance training annually.

Perform additional duties as assigned and work in other departments and branches as required.

Position Qualifications

Previous Experience: A minimum of two years experience in a credit/collection loan department of a financial institution preferred. Strong background in customer service or sales preferred.

Education: High school diploma or equivalent preferred. Successful completion of high school level mathematics and grammar in order to communicate policies and services to members. Successful completion of high school or college level accounting course preferred.

Demonstrated Abilities:

  • Basic knowledge of collection laws and procedures.
  • Basic knowledge of member loan policy and documentation for each type of loan; credit granting criteria; and interest rates and how they are computed is preferred.
  • Must maintain confidentiality and exercise independent judgment and analysis.
  • Ability to perform detailed work.
  • Ability to do semi routine work; skilled in the use of office machines (CRTs, personal computer, CBI machine), on line data processing system and the internet.
  • Must have knowledge of interviewing skills and techniques in dealing with the membership.
  • Must demonstrate ability to cross sell all Credit Union services effectively and accurately.
  • Must have the ability to communicate effectively orally and in writing.
  • Must present a professional, business-like manner and appearance.

Working Conditions:


Continuous sitting when performing collection functions. Occasional standing. Occasional lifting up to 10 pounds. Occasional bending to reach supplies on ground level. Continuous use of hands in repetitive tasks such as simple grasping, twisting/turning of wrists; finger dexterity to perform various clerical duties such as typing, filing, writing, and handling money. Continuous speaking and hearing for interaction with members and coworkers. Continuous clarity of vision at 20 inches or less.


Continuous alertness, precision, and concentration to ensure accuracy of transactions. Continuous performance of basic numeric calculations, as well as writing, reading, comparing, and analyzing. Frequent use of judgment, reasoning, patience, and negotiation in solving members’ problems. Frequent use of initiative and problem solving ability in identifying members’ needs and in actively cross selling Credit Union services and products.


Normal workday with occasional overtime, including evenings and weekends. Exposed to a potentially hazardous condition, i.e., robbery. Receives detailed instructions and procedures to be followed to minimize the risk.

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