Member Solutions Advisor; Collections

Help members overcome financial challenges with compassion and integrity.

Location: Rochester, MN (hybrid eligible after 6 months of service, pending performance)

Position Description

Join First Alliance Credit Union as a Member Solutions Advisor
, a people-first collections role focused on resolving delinquency while supporting members through difficult financial moments.

At First Alliance, collections are about connection, education, and solutions- not confrontation
. In this role, you’ll work directly with members to understand their situation, explore repayment or hardship options, and help them regain financial stability—all while protecting the integrity of the credit union and providing Financial Well-Being for All
.

You’ll be part of our Member Solutions (Collections) Team
, partnering with teammates to manage accounts, communicate proactively, and navigate sensitive conversations with empathy, professionalism, and care.

• Connect with members who have delinquent or negative accounts to understand their circumstances and identify workable solutions.
• Manage and document account activity accurately to ensure timely follow-up.
• Educate members on financial options and strategies to prevent future challenges.
• Collaborate with teammates on skip tracing, repossessions, and loss-mitigation efforts using a people-first approach.
• Ensure all communications and actions meet legal, regulatory, and policy requirements.

• Starting pay: $21.66/hour (based on experience)
• Comprehensive benefits including 401(k) with match, medical, dental, vision, HSA, PTO, life insurance, and employee discounts.
• Candidates who demonstrate certified proficiency in Spanish or Somali may be eligible for additional compensation (details shared during the hiring process).

• High school diploma or GED required; additional coursework or certifications in finance or communications a plus.
• 3–5 years of experience in a financial institution, including at least 1 year in collections, member solutions, or account recovery.
• Strong communication skills with the ability to balance empathy and accountability.
• Comfortable handling difficult conversations with professionalism and tact.
• Organized, detail-oriented, and persistent in follow-up and documentation.
• Tech-savvy and confident using computers and standard software systems.
• Able to work independently while remaining engaged, responsive, and collaborative with an on-site team.

• You show up with empathy, listen first, and focus on providing possibilities for members.
• You bring Passion, Presence, and Persistence to every interaction.
• You stay calm under pressure and welcome feedback as an opportunity to grow.
• You see change as an opportunity for both yourself and the members you serve.
• You look for ways to make a difference beyond daily tasks—sharing ideas, stepping up, and supporting your team.

• You deliver excellent member experiences with compassion and integrity.
• You make sound, timely decisions that protect both members and the credit union.
• You follow policies and procedures with care and consistency.
• You communicate clearly—in person, on the phone, and in writing.
• Your work is accurate, compliant, and completed on time.
• You contribute positively to the credit union’s mission and overall success.