Credit Union Member Solutions Specialist (Collections)
Education First Credit Union, Columbus, OH, United States
About EFCU
Education First Credit Union (EFCU) is a full-service not-for-profit financial institution. Our mission is to enhance our members’ financial position through education, quality service, and value-minded products. Education First Credit Union was founded in 1936 by a small group of Columbus City School teachers. Our members include school employees and students in the State of Ohio. Recently our membership has been expanded to include Franklin and surrounding counties. Recognizing the social impact of education on our society, we will continue serving school employees and students within this vital community as our primary point of emphasis.
We’re based in Columbus, with an additional branch office located in Reynoldsburg.
Recruiting Process
Position has been posted internally and externally
20-minute phone conversation with HR
60-minute in person interview
Job offer
Position Overview Our hiring is for a
Member Solution (Collections) Specialist
located at the Columbus Mound Street branch. Pay range is $22.00–25.00 per hour. This is an in-office position. Candidates must be located in the Columbus area and have reliable transportation to the branch.
Responsibilities
Diligently attempt to contact all delinquent customers using the most effective means possible while meeting minimum outbound call goals
Listen to member issues and proactively offer solutions to their delinquency.
Exhibit the ability to persuade members to resolve delinquency.
Use effective communication techniques to overcome objections to making payments on delinquent products.
Adhere to the member contact process as outlined by the credit union
Ensure key call objectives are met and annotated on every member attempt or contact.
Ensure outlined Work Standards are met in regard to outbound attempts and queue management.
Review each delinquent account for possible legal action if the member is not willing to make suitable arrangements
Make recommendations to leadership based on communications with the member.
Review negative shares on a daily basis
Manage member accounts and properly analyze steps to reduce delinquent balances.
Call upon and send letters to members who have a negative balance for a predetermined amount of time.
Manage NSF checks properly and initiate repayment plans with delinquent members.
Process letters regarding delinquent loans, credit cards, and negative checking accounts.
Answer all inbound calls from members and internal employees regarding negative share accounts, delinquent loans and credit cards, and charged‑off accounts.
Maintain member and employee confidence and protect operations by keeping information confidential and sharing it on a business‑related as‑needed basis only.
Engage in problem resolution by clarifying the members’ and/or employees’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution; and keeping the supervisor informed of problems and solutions.
Comply with federal, state, and local regulations and legal requirements by enforcing and adhering to requirements.
Perform other job‑related duties as assigned.
Requirements Education & Experience
High School Diploma or GED required. Associate’s degree preferred.
1–2 years of relevant collections experience preferred.
1–3 years of previous experience working in a financial institution, credit union, or bank required.
Knowledge of credit union loan products, services, policies, and procedures preferred.
Understanding of related legal and regulatory standards preferred.
Technical Skills
Ability to communicate with others one‑on‑one, fielding questions and responding to complaints.
Strong, friendly voice and demeanor, good diction.
Ability to compute rate, ratio, and percent, and to apply these concepts to practical solutions.
Ability to define problems, collect data, establish facts, and draw conclusions while dealing with a variety of abstract and concrete variables.
Ability to write reports and correspondence.
Ability to work independently.
Aptitude to operate computer‑related equipment, applications and accessories.
Skill to deal with the occasional unpleasant, angry or discourteous person.
Capacity to operate multiple computer web applications at the same time.
Working knowledge of multiple communication channels such as Microsoft Teams.
Ability to work a flexible schedule.
Must be able to maintain confidentiality.
Strong listening skills.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At Education First Credit Union, we are dedicated to building a diverse, inclusive and authentic workplace, so if you are excited about this role, but your past experience doesn’t align perfectly with every single qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles.
Additional Information
This position is an in‑office role that does not offer the option of hybrid or at‑home work.
Must have access to transportation in order to travel to and from the office and to trainings and off‑site meetings.
Requests for reasonable accommodation will be considered.
This role does have occasional overtime and weekend work.
Benefits
Medical, Dental, and Vision coverage (including qualified dependents)
Company‑paid life insurance, STD, LTD, and voluntary coverages
Flexible Spending Account (Health and Dependent Care)
401(k) plan with a 5% company match
A generous time‑off program
Educational assistance program
Growth opportunities.
Education First Credit Union is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.
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We’re based in Columbus, with an additional branch office located in Reynoldsburg.
Recruiting Process
Position has been posted internally and externally
20-minute phone conversation with HR
60-minute in person interview
Job offer
Position Overview Our hiring is for a
Member Solution (Collections) Specialist
located at the Columbus Mound Street branch. Pay range is $22.00–25.00 per hour. This is an in-office position. Candidates must be located in the Columbus area and have reliable transportation to the branch.
Responsibilities
Diligently attempt to contact all delinquent customers using the most effective means possible while meeting minimum outbound call goals
Listen to member issues and proactively offer solutions to their delinquency.
Exhibit the ability to persuade members to resolve delinquency.
Use effective communication techniques to overcome objections to making payments on delinquent products.
Adhere to the member contact process as outlined by the credit union
Ensure key call objectives are met and annotated on every member attempt or contact.
Ensure outlined Work Standards are met in regard to outbound attempts and queue management.
Review each delinquent account for possible legal action if the member is not willing to make suitable arrangements
Make recommendations to leadership based on communications with the member.
Review negative shares on a daily basis
Manage member accounts and properly analyze steps to reduce delinquent balances.
Call upon and send letters to members who have a negative balance for a predetermined amount of time.
Manage NSF checks properly and initiate repayment plans with delinquent members.
Process letters regarding delinquent loans, credit cards, and negative checking accounts.
Answer all inbound calls from members and internal employees regarding negative share accounts, delinquent loans and credit cards, and charged‑off accounts.
Maintain member and employee confidence and protect operations by keeping information confidential and sharing it on a business‑related as‑needed basis only.
Engage in problem resolution by clarifying the members’ and/or employees’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution; and keeping the supervisor informed of problems and solutions.
Comply with federal, state, and local regulations and legal requirements by enforcing and adhering to requirements.
Perform other job‑related duties as assigned.
Requirements Education & Experience
High School Diploma or GED required. Associate’s degree preferred.
1–2 years of relevant collections experience preferred.
1–3 years of previous experience working in a financial institution, credit union, or bank required.
Knowledge of credit union loan products, services, policies, and procedures preferred.
Understanding of related legal and regulatory standards preferred.
Technical Skills
Ability to communicate with others one‑on‑one, fielding questions and responding to complaints.
Strong, friendly voice and demeanor, good diction.
Ability to compute rate, ratio, and percent, and to apply these concepts to practical solutions.
Ability to define problems, collect data, establish facts, and draw conclusions while dealing with a variety of abstract and concrete variables.
Ability to write reports and correspondence.
Ability to work independently.
Aptitude to operate computer‑related equipment, applications and accessories.
Skill to deal with the occasional unpleasant, angry or discourteous person.
Capacity to operate multiple computer web applications at the same time.
Working knowledge of multiple communication channels such as Microsoft Teams.
Ability to work a flexible schedule.
Must be able to maintain confidentiality.
Strong listening skills.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At Education First Credit Union, we are dedicated to building a diverse, inclusive and authentic workplace, so if you are excited about this role, but your past experience doesn’t align perfectly with every single qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles.
Additional Information
This position is an in‑office role that does not offer the option of hybrid or at‑home work.
Must have access to transportation in order to travel to and from the office and to trainings and off‑site meetings.
Requests for reasonable accommodation will be considered.
This role does have occasional overtime and weekend work.
Benefits
Medical, Dental, and Vision coverage (including qualified dependents)
Company‑paid life insurance, STD, LTD, and voluntary coverages
Flexible Spending Account (Health and Dependent Care)
401(k) plan with a 5% company match
A generous time‑off program
Educational assistance program
Growth opportunities.
Education First Credit Union is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.
#J-18808-Ljbffr