Member Solutions Specialist

Overview

Corporate Offices - Lexington, KY 40509

Salary Range: $25.57 - $27.20 Hourly Position Type:
Full Time Education Level:
High School Category:
Banking

Title: Member Solutions Specialist

Department: Member Solutions

Reports To: Member Solutions Manager

Job Grade: 8

FLSA: Non-Exempt Last Modified: 3/10/2026

It’s a Job … Only Better!

At UKFCU, we’re more than a Credit Union – we’re a community, and we’ve been proudly serving our members since 1937! As a rapidly growing, not-for-profit organization, we’re dedicated to making a real difference in the lives of our members and employees alike. If you’re looking for a workplace where you can grow, make an impact, and have fun while helping others, UKFCU is the place for you!

Core Responsibilities

• Member Contact: Proactively reach out to delinquent members using effective communication techniques. Listen to their concerns, overcome objections, and persuade them to resolve delinquencies. Meet outbound call goals and follow established matrices to ensure consistent follow-up.
• Account Review & Action: Review delinquent accounts for potential legal action, making recommendations to Member Solutions Management when necessary.
• Clerical Processes: Manage negative share accounts daily, pursue NSF checks, initiate repayment plans, and process letters regarding delinquent loans, credit cards, and negative checking accounts.
• Member & Employee Support: Answer inbound calls regarding delinquent accounts, charged-off loans, or negative balances, providing accurate information and guidance.
• Records & Compliance: Maintain accurate account records, protect confidentiality, and ensure compliance with internal policies, procedures, and all applicable regulations.
• Problem Resolution: Work with members and employees to identify issues, determine solutions, and follow through to resolution, keeping leadership informed.
• Professional Growth: Stay current on industry trends, competitor practices, and UKFCU products to continuously improve member solutions and operational effectiveness.
• Team Contribution: Collaborate with colleagues to achieve departmental and organizational goals.

Who You Are

Experience & Education

• 6 months to 2 years of related experience
• High school diploma or equivalent

Skills & Strengths

• Strong communication skills with the ability to listen, persuade, and resolve conflicts
• Proficiency in Microsoft Word and Excel
• Strong, friendly voice and professional demeanor
• Analytical ability to compute rates, ratios, and percentages and apply findings to real-world solutions
• Ability to work independently while meeting performance

Key Traits

• Professionalism and integrity in all interactions
• Accountability to established metrics
• Commitment to the Credit Union movement and philosophy
• Ability to identify member needs and provide creative solutions
• Knowledge of collection laws and procedures

• Competitive salary and industry-leading benefits.
• Opportunities for professional growth and leadership development.
• A chance to make a lasting impact on our members and the organization’s future.

Equal Opportunity Employer
UKFCU is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

At-Will Employment
Employment with UKFCU is deemed “at-will,” which means that either you or the company may terminate the employment relationship at any time, with or without cause or notice, unless otherwise provided by law.

Physical and Cognitive Demands
This role requires a blend of physical activity and mental focus to effectively perform its essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. Key physical activities include sitting, standing, walking, and occasional lifting (up to 25 pounds). You’ll also use your hands for various tasks, reach with your arms, and engage in…