Member Solutions Specialist duties include working with members to anticipate and mitigate issues that would negatively impact the ability of the members to make timely payments on their credit union loans. If efforts to bring the loan current are unsuccessful, the Member Solutions Specialist must be able to seamlessly transition to collection efforts to resolve this delinquent loan in a timely manner and for the best interests of the WCCU membership community, while respecting the members’ interests & sensitivities as well.

Principal Duties and Responsibilities:

• Communicates with members that are delinquent & tries to find potential solutions. 
• Works with members to help them to develop plans and take suitable action to bring their accounts to a “current” payment status.   
• Follow the delinquency process to include organizing, providing, guiding, and managing the completion of a situation specific workout process. These workout categories could include resolving a delinquency in any and all WCCU loans (e.g., negative shares & overdraft privileges, real estate, business, or various consumer loans). Resolving delinquencies may require working with the member, the lending officers, along with our WCCU legal team, local courts, and law enforcement to complete necessary legal actions up to and including a complete liquidation of the collateral.
• Review, monitor and maintain all bankruptcy accounts for both consumer and commercial borrowers.
• Act as the primary liaison with bankruptcy trustees, attorneys, and courts.
• Ensure accurate documentation and track case progress, court hearings and discharge or dismissal outcomes.
• Calculate post-petition payments, recoveries, and charge-offs according to policy and bankruptcy law.
• Must be knowledgeable and understand current federal and state compliance and regulations.
• Must understand credit bureau reporting and the dispute processes. 
• Must be able to work independently to limit the risk to the credit union by compromising or settling on loans or to initiate foreclosure or repossession proceedings. As needed, self-reliantly serve as the credit union liaison with attorneys or agencies in the handling of repossession of either commercial or consumer related collateral.
• Prepare select loans for small claims court/arbitration, attend hearings as WCCU representative and champion the long-term best interest of WCCU during these proceedings. 
• Ensure our documents and processes are followed meticulously including maintaining the appropriate paperwork & update databases and reports in a clear and timely matter. Provide notifications to the members and proper authorities, as determined by legal requirements and WCCU standards & practices.
• File all appropriate forms and acting as WCCU special representative, coordinate with WCCU’s legal team & appointed trustees for bankruptcies and bankruptcy related events.
• Process estate claims, repossession claims, insurance refund requests with dealerships and recover other loss assets.
• Complete all required training relative to the position within the appropriate time frame.
• Perform other duties as required and assigned including timely member notification of delinquency.

Work Relationships and Scope: Reports directly to the Vice President of Member Solutions. Will have regular contact with members, managers and employees of the lending department. Will also work with staff members from various other departments of the credit union, as well as credit union members.

Performance Dimensions:

• Must maintain the integrity of confidential business information and follow all guidelines on confidentiality.
• Provide outstanding services to co-workers & members.
• Possess the ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.
• Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.  
• Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.
• Possess ability to gain the trust and respect of members, management, and employees. Also maintains a positive, professional, team-oriented working relationship with staff and outside vendors.
• Enhance job growth through continuing education, as required or necessary.

Knowledge, Skills and Abilities Required:

Education/Experience:

• Post-secondary education in business, finance, or accounting preferred.
• Two to three years of experience in a financial institution with a strong background in collections or loan servicing desired.
• In-depth knowledge & understanding of the Fair Debt Collection Practices Act (FDCPA) strongly desired.
• Proficient knowledge and understanding of the appropriate Federal & State rules & regulations related to real estate delinquencies and foreclosure processes (e.g., Real Estate Settlement Procedures Act Reg X) desired.
• Knowledge and thorough understanding of the nuances of commercial related lending desired.

Skills and Abilities:

• Ability to represent the credit union positively while simultaneously protecting WCCU’s best interests.
• Maintain composure and professionalism when faced with stressful and challenging situations. 
• Comprehend consequences of various situations and refer them to the appropriate staff for resolution to be able to executive the appropriate course of action.
• Ability to work with a wide range of personalities in a courteous, effective, and efficient manner.  
• Ability to attend to numerous details, with frequent interruptions, under the stress of maintaining courteous, accurate and timely relations with a variety of individuals.
• Knowledge and ability to apply current financial service industry standards, laws, and regulations.
• Ability to present ideas, report facts and other information clearly and concisely. 
• Proficient knowledge of the Microsoft Suite (Outlook, Word, Excel, PowerPoint).
• Proficient operation of a variety of general office equipment such as a computer, software applications, typewriter, copier, calculator, telephone, copy machine, fax machine and other similar devices or programs related to the position.

Working Conditions:

Job Conditions/Work Location: The majority of work will be performed in a normal office environment. There will be some variation in work hours due to special projects, deadlines, education and other concerns. The noise level in the work environment is usually moderate. Will make periodic visits to branch locations.

Physical Requirements: Ability to sit and stand for extended periods of time, regularly access files (some standing, walking, climbing, bending, stooping, lifting up to 50 lbs and carrying of usually light materials.) Frequent mental and visual concentration required for computer usage.

Equipment Used: Various software programs, telephone, computer, copy machine, calculator, fax machine, and other office equipment.

Hazards: Only those present in a normal office setting; no known hazards. In the course of working with the public, the employee may, on a very limited basis, encounter abusive, aggressive or unpredictable threatening behavior. Must observe safety and security practices at all times.  

Acknowledgment: This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by the President. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability.