Member Resolutions Specialist - Collector

The primary role of the Member Resolutions Specialist - Collector position is to collect delinquent accounts and minimize other types of losses to the credit union due to fraud or mishandling. This role works a volume of assigned accounts and is required to permanently record all contact information in the member’s account history. They are also responsible for keeping delinquency at an adequate level to minimize losses, alerting the SEVP & CEO of possible risks and losses.

Ultimately, the Member Resolutions Specialist - Collector is responsible for attaining individual as well as established credit union goals as identified by Management.

• Place collection calls to delinquent members, mail appropriate notices, maintain proper follow-up on accounts. Where applicable, notify co-signers.
• Handle all processes of the negative accounts, including revoking limits of discretionary pay, and collecting on all negative accounts including but not limited to discretionary pay, return deposits and fraud.
• Prepare monthly collection reports for management and the Board.
• Assist members, employees, and authorized parties with information regarding delinquent and/or negative accounts.
• Skip trace accounts and initiate recovery of debt.
• Clearly document all collection activity within the collection servicing system.
• Handle credit report disputes and process Chex System submissions.
• Review and recommend accounts for legal action, repossession, and charge‑off.
• Handle all aspects of repossession and foreclosure including but not limited to negotiating price for repairs, attending auctions, accepting bids, and closing sale of repossessed vehicles.
• Handle all insurance claims, IRS claims, levies, subpoenas, and court garnishments. Handle collection of NSF items. Attend small claims court and other courts to obtain judgments or, as needed, represent the credit union.
• Work with credit union attorneys for recovery of debt.
• Compliance with the Fair Debt Collection Practices Act (FDCPA).
• Responsible for member record updates regarding CPI additions, credits and insurance disputes and all other collection department activities. Prepare CPI claims and follow up as necessary. Assist as directed in the resolutions of account disputes. Process Tru Stage bond and payment protection claims.
• Cross‑sell insurance products offered by the credit union.
• Address members’ questions and respond to problems and complaints in a timely manner.
• Cross sell automated services such as ACH, Direct Deposit, and Automatic Transfer to assure recurring payments.
• Follow policy and procedures related to the Bank Secrecy Act (BSA), Anti‑Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
• Strictly adhere to MUCU organizational and operational policies and procedures including Attendance, Tardiness and Chain of Command (Open Door and Problem Solving) to avoid undue hardship on MUCU members and staff.
• Perform all other duties as assigned.

• High school graduate or equivalent with one or more years of work‑related experience. Work‑related experience should consist of member service and/or lending background.
• Ability to read, analyze and interpret various documents and forms. Ability to deal with complex problems involving multiple facets and variables in non‑standardized situations.
• Excellent organization and time management skills. Ability to work with minimal supervision while performing duties.
• Demonstrated ability to cross‑sell and explain all credit union products and services with confidence and authority.
• Basic skills in computer terminal and personal computer operation, including word‑processing, spreadsheet and account opening software programs. Basic math skills, including, but not limited to, the ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Excellent oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, and speak clearly to members.

Not checking every box on the list? No worries. We’re all about creating a team that’s diverse, inclusive, and genuinely passionate. If this role sounds exciting but your experience doesn’t line up perfectly with every requirement, go ahead and throw your hat in the ring anyway. You might be exactly who we’re looking for—either for this job or another one that’s open.

• Monday – Friday, 8-hour shift
• 12 Paid Holidays
• Paid Time Off
• Health, Dental, Vision, Life Insurance, Flexible Spending Accounts, & Short Term/Long Term Disability Available