Member Solutions Specialist (Collections)

Education First Credit Union (EFCU) is a full-service not-for-profit financial institution. Our mission is to enhance our members’ financial position through education, quality service, and value-minded products. Education First Credit Union was founded in 1936 by a small group of Columbus City School teachers. Our members include school employees and students in the State of Ohio. Recently our membership has been expanded to include Franklin and surrounding Counties. Recognizing the social impact of education on our society, we will continue serving school employees and students within this vital community as our primary point of emphasis. We’re based in Columbus, with an additional branch office located in Reynoldsburg. Our recruiting process: Position has been posted internally and externally. 20-minute conversation with HR 60-minute in-person conversation with hiring manager Job offer EFCU is looking for a Member Solutions Specialist (Collections) for our Columbus Mound Street branch. Pay Range starting at $21.00 / hour (will vary based on experience). The Member Solutions Specialist, reporting to the COO, provides service to the credit union by initiating member contact in order to reduce delinquency and loss on all products and services offered to members, including any clerical processes and procedures deemed essential to reduce delinquency and/or loss to increase recoveries. This position is an in-office position. Candidates for this position must be located in the Columbus area and have reliable transportation to the Columbus branch location. Responsibilities: Diligently attempt to contact all delinquent customers by using the most effective means possible by meeting minimum outbound call goals. Listen to member issues and proactively offer solutions to their delinquency. Exhibit the ability to persuade members to resolve delinquency. Use effective communication techniques to overcome objections to making payments on delinquent products. Adhere to the member contact process as outlined by the Member Solutions Manager. Ensure key call objectives are met and annotated on every member attempt or contact. Ensure outlined Work Standards are met in regard to outbound attempts and queue management. Review each and every delinquent account for possible legal action if the member is not willing to make suitable arrangements. Make recommendations to the Member Solutions Manager based on communications with the member. Reviews Negative Shares on a daily basis. Includes management of member accounts and proper analysis of steps to be taken to reduce delinquent balances. Involves calling upon and sending letters to members who have a negative balance for a predetermined amount of time. Involves managing NSF checks properly as well as initiating repayment plans with delinquent members. Process letters regarding Delinquent Loans, Credit Cards, and Negative Checking Accounts. Answers all inbound calls from members and internal employees regarding the following: Negative Share Accounts, Delinquent Loans and Credit Cards and Charged-off Accounts. Maintains member and employee confidence and protects operations by keeping information confidential and sharing on a business-related as-needed basis only. Engages in problem resolution by clarifying the members’ and/or employees’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution; and keeping the supervisor informed of problems and solutions. Complies with federal, state, and local regulations and legal requirements by enforcing and adhering to requirements. Performs other job-related duties as assigned. Requirements Education & Experience: High School Diploma or GED required. Associates degree preferred. 1-2 year of relevant collections experience preferred. 1-3 years of previous experience working in a financial institution, credit union, or bank required. Knowledge of credit union loan products, services, policies, and procedures preferred. Understanding of related legal and regulatory standards preferred. Technical Skills: Ability to communicate with others one-on-one, fielding questions and responding to complaints. Strong, friendly voice and demeanor, good diction. Ability to compute rate, ratio, and percent, and to apply these concepts to practical solutions. Ability to define problems, collect data, establish facts, and draw conclusions while dealing with a variety of abstract and concrete variables. Ability to write reports and correspondence. Ability to work independently. Aptitude to operate computer related equipment, applications and accessories. Skill to deal with the occasional unpleasant, angry or discourteous person. Capacity to operate multiple computer web applications at the same time Working knowledge of multiple communication channels (such as: Microsoft Teams) Ability to work a flexible schedule Must be able to maintain confidentiality Strong listening skills Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At Education First Credit Union, we are dedicated to building a diverse, inclusive and authentic workplace, so if you are excited about this role, but your past experience doesn’t align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles. Other: This position is an in-office role that does not offer the option of hybrid or at-home work. Must have access to transportation in order to travel to and from the office and to trainings and offsite meetings. Requests for reasonable accommodation will be considered. This role does have occasional overtime and weekend work. Benefits EFCU offers a complete benefits package to full-time employees that reflects how much we value our employees. Benefits include: Medical / Dental / Vision coverage (including qualified dependents) Company paid Life Insurance, STD, LTD, Voluntary Coverages Flexible Spending Account (Health and Dependent Care) 401(k) plan with a 5% company match A generous time off program Educational assistance program Employee discount on certain credit union services and products Free on-site parking Team Dividend Bonus and 401k Profit Sharing Opportunities Education First Credit Union is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.