Bilingual Member Solutions Advisor (Collections)

Position Summary

The Member Solutions Advisor at First Alliance Credit Union plays a critical role in supporting the Member Solutions Department by monitoring, reviewing, and managing delinquent or negative accounts. This position is centered on delivering member service excellence, providing compassionate problem resolution, and protecting the credit unions accounts and reputation through effective loss mitigation strategies.

Essential Functions

• Account Monitoring and Reviewing: Continuously monitor and review delinquent accounts to assess risk and determine appropriate follow-up actions. Identify trends in member delinquency and recommend improvements to process and procedure.
• Member Correspondence: Provide timely and effectively written and verbal communication to members experiencing financial difficulties, explaining their account status, understanding what life events they have going on and proving available options. Deliver applicable, tailored advice and solutions to help members navigate their financial challenges.
• File Maintenance & Administrative Support: Maintain accurate and up-to-date member solutions files, ensuring all communications and actions are well documented. Provide administrative support to Member Solutions Department; including creating reports and maintaining records as needed.
• Industry Awareness: Stay informed on economic and industry trends related to collections and asset recover, sharing insights with the team to enhance strategies and processes. Participate in ongoing training and professional development to improve skills and knowledge in member solutions and financial education.
• Support for Collections Activities: Assist in skip tracing efforts to locate members and facilitate timely resolutions of delinquent accounts. Aid in the preparation and sale of repossessed collateral, ensuring best efforts to obtain the most in recoveries as possible.
• Member Education: Provide detailed information to members about their loans and the best financial practices to support their success. Promote financial literacy initiatives, help members understand their options and make informed decisions.
• Legal & Compliance Support: Assist in the legal review of documents to delinquent accounts, ensuring accuracy and compliance with applicable laws and regulations. Support the development and implementation of processes and procedures to enhance the efficiency and effectiveness of the Member Solutions Department.

Pay and Benefits

Starting pay: $20.78 Hourly

There may be an increase of base pay based on skills and experience.

Candidates who demonstrate certified proficiency in Spanish or Somali may be eligible for additional compensation. Certification requirements and compensation details will be discussed during the hiring process.

Benefits include: 401(k), 401(k) Matching, Dental Insurance, Employee Assistance Program, Employee Discount, Health Insurance, Health Savings Account, Life Insurance, Paid Time Off and Vision Insurance.

Competencies

The attributes listed below are representative of the knowledge, skills and/or abilities required.

• Education: High School education or GED
• Experience: 3 – 5 Years of Financial Institution experience, with a minimum of 1 being in collections.

Skills:

• Strong communication and interpersonal skills, with the ability to build rapport and trust with members.
• Ability to work well in a fast-paced environment.
• Basic Understanding of loans and credit union products and services.
• Ability to problem-solve and navigate complex issues
• Ability to work well under pressure
• Ability to use a personal computer and related software applications.
• Solid math and bookkeeping abilities

This role is ideal for a motivated individual with a passion for helping others achieve their financial goals.

Professionalism/Attitude

• Believes in own capabilities and knowledge to affect positive outcomes and even succeed where others may not and demonstrates that attitude in performing day-to-day activities.
• Self-motivated by the desire to accomplish goals and have exceptional performance; very open to receiving constructive feedback.
• Understands that change is necessary to evolve as a person and an organization, and reflects that in the context of daily work, handling change without becoming disengaged.
• Displays an on-going commitment to learning and self-improvement in areas that are job and/or organization relevant.

Leadership

• Lives the credit union mission: we show up. We listen to your story. We provide possibilities.
• Embodies the credit union’s core values: Passion, Presence and Persistence
• Takes initiative to be involved in networking opportunities in the community.
• Generates innovative ideas, and creative solutions to challenging problems.
• Models’ behavior that builds inter-personal trust and personal integrity within the team.
• Offers to take additional responsibilities contributing to the success of the team.

 Performance Metrics

• Mission, Vision & Core Values: Ensure personal and departmental actions and service align with the credit unions Mission, Vision, and Core Values.
• Member Experience: The degree to which member service is demonstrated in the day to day business environment. The level of support for co-workers as well as outside members, vendors, contractors, and legal counsel etc.
• Decision-Making / Judgment: The ability to make prudent decisions that are timely, well researched, and reflect awareness of impact.
• Policy Compliance: The degree to which the employee has knowledge of and complies with organizational policies, procedures, and guidelines.
• Communication: The ability to effectively converse and listen to both internal and external members. The use of proper written and grammatical skills, and meaningful application of computer technology (email, Internet, web-based vendor platforms, etc.)
• Work Quality: The level at which accurate and complete records are kept related to area of responsibility (member information, account information, loan files, new member information, etc.) The ability to accurately record, organize, and store company information. Compliance with established recordkeeping procedures and legal requirements.
• Problem Solving: The ability to predict, recognize, and define problems. Skill in generating, selecting, and implementing timely and meaningful solutions.
• Productivity: The level of work output and efficiency in completing job requirement. The ability to use time and resources well.