Job Title- Member Solutions Representative
Company- Spectra Credit Union
Location-Alexandria, VA
Are you ready to make a meaningful impact while growing your career with a mission-driven credit union?
Position Overview
The Member Solutions Representative plays a key role in supporting our members' financial well-being. This position assists members with past-due accounts by providing compassionate guidance, responsible risk management, and solutions that help restore accounts to good standing. You will engage members with empathy, professionalism, and a problem-solving mindset-balancing regulatory compliance with exceptional service.
The position's essential duties include the following:
Member Outreach & Support:
Conduct inbound and outbound calls to members with past-due accounts. Discuss payment options, account status, and next steps with clarity and care. Provide education on available resources such as financial counseling or payment programs. Account Review & Documentation:
Accurately document all member interactions, payment arrangements, and account updates. Review account histories to validate balances, transactions, and discrepancies. Identify accounts requiring escalation for hardship assistance, fraud review, or loss-mitigation support. Compliance & Policy Adherence:
Follow all credit union policies and procedures, including confidentiality and secure handling of member information. Comply with federal and state regulations governing collections, including FDCPA and related guidelines. Collaboration & Member Advocacy:
Partner with internal teams-Member Services, Lending, Operations-to resolve complex issues. Advocate for member needs by identifying support opportunities or alternative solutions. Participate in team meetings, training, and process-improvement initiatives. Other Duties as Assigned:
Maintain awareness of internal procedures, uphold credit union values, and support departmental goals. What qualities are we looking for in a Member Solutions Representative?
Service- and Member-Focused Empathetic and Solutions-Oriented Detail-Oriented Collaborative and Team-Minded Self-Motivated Strong Critical Thinking and Problem-Solving Skills Positive, Professional Attitude Excellent Communication Skills Ability to Stay Composed During Difficult Conversations Strong Organization and Documentation Skills Education
A high school diploma, GED, or equivalent is required.
Experience
Up to six months of similar or related experience is preferred. Experience in a credit union, bank, or financial services environment is helpful. Customer service or call center experience is also valuable. Bilingual skills are a plus. Additional Skills
Ability to engage members respectfully and professionally Comfort navigating computer systems and maintaining accurate records Understanding of basic collection practices or relevant regulations Commitment to integrity, service, and member advocacy
Are you ready to build a more vibrant future? This is more than a job-it's an opportunity to support members during critical moments, contribute to a mission-driven organization, and grow your career in financial services
Company- Spectra Credit Union
Location-Alexandria, VA
Are you ready to make a meaningful impact while growing your career with a mission-driven credit union?
Position Overview
The Member Solutions Representative plays a key role in supporting our members' financial well-being. This position assists members with past-due accounts by providing compassionate guidance, responsible risk management, and solutions that help restore accounts to good standing. You will engage members with empathy, professionalism, and a problem-solving mindset-balancing regulatory compliance with exceptional service.
The position's essential duties include the following:
Member Outreach & Support:
Conduct inbound and outbound calls to members with past-due accounts. Discuss payment options, account status, and next steps with clarity and care. Provide education on available resources such as financial counseling or payment programs. Account Review & Documentation:
Accurately document all member interactions, payment arrangements, and account updates. Review account histories to validate balances, transactions, and discrepancies. Identify accounts requiring escalation for hardship assistance, fraud review, or loss-mitigation support. Compliance & Policy Adherence:
Follow all credit union policies and procedures, including confidentiality and secure handling of member information. Comply with federal and state regulations governing collections, including FDCPA and related guidelines. Collaboration & Member Advocacy:
Partner with internal teams-Member Services, Lending, Operations-to resolve complex issues. Advocate for member needs by identifying support opportunities or alternative solutions. Participate in team meetings, training, and process-improvement initiatives. Other Duties as Assigned:
Maintain awareness of internal procedures, uphold credit union values, and support departmental goals. What qualities are we looking for in a Member Solutions Representative?
Service- and Member-Focused Empathetic and Solutions-Oriented Detail-Oriented Collaborative and Team-Minded Self-Motivated Strong Critical Thinking and Problem-Solving Skills Positive, Professional Attitude Excellent Communication Skills Ability to Stay Composed During Difficult Conversations Strong Organization and Documentation Skills Education
A high school diploma, GED, or equivalent is required.
Experience
Up to six months of similar or related experience is preferred. Experience in a credit union, bank, or financial services environment is helpful. Customer service or call center experience is also valuable. Bilingual skills are a plus. Additional Skills
Ability to engage members respectfully and professionally Comfort navigating computer systems and maintaining accurate records Understanding of basic collection practices or relevant regulations Commitment to integrity, service, and member advocacy
Are you ready to build a more vibrant future? This is more than a job-it's an opportunity to support members during critical moments, contribute to a mission-driven organization, and grow your career in financial services