Member Solutions Credit Card Specialist I

Member Solutions Credit Card Specialist I

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Job Description

The purpose of this position is to provide service and support to our Credit Card members while collecting past due funds on Credit Card accounts. By assisting members through their financial hardship, this role serves to help minimize Ent's exposure to risk and loss while ensuring a maximum return to its members by following the Collection Department Policies and Procedures as well as adhering to State and Federal Laws. This position is also responsible for conducting outbound calls to Credit Card members, as well as being available to past due members calling into the Credit Union. The Specialist and Member interactions are to be done efficiently and professionally in a fast-paced environment. The position requires strong communication skills, attention to detail, and the ability to navigate multiple systems to deliver hardship solutions. Furthermore, the Member Solutions Credit Card Specialist is responsible for making timely collection calls per performance standards in a professional manner in order to correct patterns of delinquency on credit card accounts, explore pre-determined ways to help during financial hardships through account modifications, pre-charge-off settlements, referral to Green Path, referral to Financial Coaches, or payment arrangements.

Essential Functions

• Member Solutions Consultation : Perform an early-stage consultative collection role utilizing various resources to collect on past due credit card accounts, including negotiating payment arrangements. Direct the cardholder of the appropriate payment options i. e. , ACH Bill Pay, Service Center, Payment by Phone, OLB, etc. , by placing outbound calls and answering inbound calls to and from cardholder members, joint cardholders, and authorized users of the credit card.
• Interview card-holding members by phone to determine financial hardships, find solutions, and present payment options such as : Payment plans. Account Modifications. Settlement requests pre-charge off
• Perform operational tasks : Work Akkelerant Tasks Work CRM cases Work Velera Reports Work Secured messages
• System navigation & compliance : Efficiently navigate multiple internal systems and applications while maintaining accuracy and adherence to company policies, procedures, and regulatory requirements. Ensure accurate and timely documentation of all member interactions and account updates.
• Bank Secrecy Act : Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

Technical or Specialized Knowledge / Skills :

Certifications Required :

Environmental, Physical and Psychological Requirements :

Additional Information

The pay range for this position is : $21 to $23 per Hour (S11) Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity. This position is eligible for a monthly incentive plan. At Ent Credit Union, we offer a comprehensive benefits package, including :