Member Solutions Credit Card Specialist I

The purpose of this position is to provide service and support to our Credit Card members while collecting past due funds on Credit Card accounts. By assisting members through their financial hardship, this role serves to help minimize the credit union's exposure to risk and loss while ensuring a maximum return to its members by following the Collection Department Policies and Procedures as well as adhering to State and Federal Laws. This position is also responsible for conducting outbound calls to Credit Card members, as well as being available to past due members calling into the Credit Union. The Specialist and Member interactions are to be done efficiently and professionally in a fast-paced environment. The position requires strong communication skills, attention to detail, and the ability to navigate multiple systems to deliver hardship solutions. Furthermore, the Member Solutions Credit Card Specialist is responsible for making timely collection calls per performance standards in a professional manner in order to correct patterns of delinquency on credit card accounts, explore pre-determined ways to help during financial hardships through account modifications, pre-charge-off settlements, referral to Green Path, referral to Financial Coaches, or payment arrangements.
Essential Functions
Member Solutions Consultation:
Perform an early-stage consultative collection role utilizing various resources to collect on past due credit card accounts, including negotiating payment arrangements.
Direct the cardholder of the appropriate payment options i. e. , ACH Bill Pay, Service Center, Payment by Phone, OLB, etc. , by placing outbound calls and answering inbound calls to and from cardholder members, joint cardholders, and authorized users of the credit card.
Interview card-holding members by phone to determine financial hardships, find solutions, and present payment options such as: Payment plans. Account Modifications. Settlement requests pre-charge off
Perform operational tasks:
Work Akcelerant Tasks Work CRM cases Work Velera Reports Work Secured messages
System navigation & compliance:
Efficiently navigate multiple internal systems and applications while maintaining accuracy and adherence to company policies, procedures, and regulatory requirements.
Ensure accurate and timely documentation of all member interactions and account updates.
Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Minimum Formal Qualifications for this Position:
High School Diploma/G.E.D. or equivalent, required
1+ years of collections experience working with financial services products OR 1+ years in a member services role at Wings Credit Union, required
1+ years' Credit Card Collections, preferred
Technical or Specialized Knowledge/Skills:
Professional, diplomatic, and courteous communication skills are of critical importance.
Strong attention to detail and accuracy of all transactions is of critical importance.
Exposure to Microsoft Office programs (Outlook, Excel, Word, etc.) and web-based transactional systems to complete day-to-day member requests.
Knowledge of State and Federal laws related to Collections, i.e., BSA, TCPA, Gramm-Leach-Bliley Act, FDCPA, and UDAAP.
Proficient in basic math (addition, subtraction, multiplication, and division)
Strong interpersonal communication skills, including negotiation and active listening skills.
Ability to communicate effectively with management and Members while maintaining confidentiality, diplomacy, and tact.
Predisposition for creativity and problem-solving as applied to individual situations within relevant laws and guidelines.
Ability to learn and retain relevant collections law and policy in a short amount of time.
Multitasking with multiple systems.
Organizational and time management skills.
Knowledge of how to manage and protect confidential member and financial information with discretion and professionalism.

Skills
Excel, CRM, Negotiation, Documentation

Employment type
Full-time

Work arrangement
No