Member Solutions Representative

Our goal is to be an Employer of Choice, and it takes all of us to achieve this.  That’s why all Commonwealth Credit Union Team Members are expected to live our Team 1 culture in all facets of their position.  Our team is committed to ‘bettering lives through our passion to serve’ and this includes everyone - from our team members to the people in the communities we serve.  We do this best when we appreciate each other for our differences, foster connections, and ensure an inclusive environment where everyone can thrive and be successful.

The Member Solutions Representative is an entry level position in our Member Solutions team. This role is responsible for managing and resolving overdrawn and negative accounts to ensure timely payment and minimize financial losses for the credit union.

This role involves contacting members to discuss their outstanding debts, negotiating payments plans, and providing support to help them meet their financial obligations. This role is expected to work closely with the leadership team and other team members to achieve departmental goals and maintain positive working relationships.

The Member Solutions Representative must be able to handle sensitive information with confidentiality and professionalism. A basic understanding of financial principles and debt collection practices is a must to meet compliance guidelines, and a results-focused attitude with a commitment to providing excellent member service.

The duties of a Member Solutions Representative include, but are not limited to:

• Maintaining regular communication with members, team members, and leaders. Sharing insights and updates on accounts to help the team stay informed and make better decisions.


• Proficiently using all resources to make contact, documenting accounts with detailed notes for follow up and tracking purposes.


• Listening to members and noticing "trigger" words for possible assistance options, such as workouts and forbearance.


• Negotiating payment plans and settlements to reduce financial losses.


• Staying readily available for calls and providing exceptional member service to internal and external members.


• Maintaining acceptable scores on quality assurance audits based on credit union standards for service and is open to feedback to better the member experience.


• Displaying acceptable knowledge of credit union products and services. Ensuring that all collection activities adhere to regulatory and compliance requirements, including Fair Debt Collection Practices Act (FDCPA). 


• Working closely with others and the leadership team to develop and implement strategies for lowering delinquency and charge-offs.


• Actively pursuing development opportunities including, but not limited to, attending conferences, acquiring certifications, completing learning courses, or engaging in both internal and external leadership programs.

Additional requirements:

• Must be able to work on Saturdays


• Must be service oriented and enjoy working with the public


• Must work effectively under stress and be able to meet tight deadlines