Member Solutions Specialist
Pomona College, Claremont, CA, United States
University of Kentucky Federal Credit Union
Recruitment began on March 12, 2026 and the job listing expires on April 12, 2026
Why This Role Matters As a Member Solutions Specialist, you’re on the front line of reducing delinquency and loss while building trust with members during difficult times. By contacting members, offering solutions, and managing delinquent accounts, you help safeguard the credit union’s financial health and support members on their journey toward stability. Your ability to communicate effectively and apply sound judgment ensures both strong recoveries and positive member experiences.
What You’ll Do Core Responsibilities
Member Contact:
Proactively reach out to delinquent members using effective communication techniques. Listen to their concerns, overcome objections, and persuade them to resolve delinquencies. Meet outbound call goals and follow established matrices to ensure consistent follow-up.
Account Review & Action:
Review delinquent accounts for potential legal action, making recommendations to Member Solutions Management when necessary.
Clerical Processes:
Manage negative share accounts daily, pursue NSF checks, initiate repayment plans, and process letters regarding delinquent loans, credit cards, and negative checking accounts.
Member & Employee Support:
Answer inbound calls regarding delinquent accounts, charged‑off loans, or negative balances, providing accurate information and guidance.
Records & Compliance:
Maintain accurate account records, protect confidentiality, and ensure compliance with internal policies, procedures, and all applicable regulations.
Problem Resolution:
Work with members and employees to identify issues, determine solutions, and follow through to resolution, keeping leadership informed.
Professional Growth:
Stay current on industry trends, competitor practices, and UKFCU products to continuously improve member solutions and operational effectiveness.
Team Contribution:
Collaborate with colleagues to achieve departmental and organizational goals.
Qualifications Who You Are
Experience & Education
6 months to 2 years of related experience
High school diploma or equivalent
Skills & Strengths
Strong communication skills with the ability to listen, persuade, and resolve conflicts
Proficiency in Microsoft Word and Excel
Strong, friendly voice and professional demeanor
Analytical ability to compute rates, ratios, and percentages and apply findings to real‑world solutions
Ability to work independently while meeting performance
Professionalism and integrity in all interactions
Accountability to established metrics
Commitment to the Credit Union movement and philosophy
Ability to identify member needs and provide creative solutions
Knowledge of collection laws and procedures
What’s in It for You?
Competitive salary and industry‑leading benefits.
Opportunities for professional growth and leadership development.
A chance to make a lasting impact on our members and the organization’s future.
Equal Opportunity Employer UKFCU is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.
At-Will Employment Employment with UKFCU is deemed "at-will," which means that either you or the company may terminate the employment relationship at any time, with or without cause or notice, unless otherwise provided by law.
Physical and Cognitive Demands This role requires a blend of physical activity and mental focus to effectively perform its essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. Key physical activities include sitting, standing, walking, and occasional lifting (up to 25 pounds). You’ll also use your hands for various tasks, reach with your arms, and engage in conversations. Vision requirements include the ability to focus, perceive depth, and distinguish colors. Cognitive abilities essential for this role include judgment, auditory perception, memory, reasoning, and occasional persuasion.
Work Environment You’ll primarily work indoors in a comfortable, climate‑controlled office setting. The noise level is typically moderate, ensuring a focused yet dynamic work environment. Reasonable accommodations will be provided as needed to support an inclusive workplace.
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Why This Role Matters As a Member Solutions Specialist, you’re on the front line of reducing delinquency and loss while building trust with members during difficult times. By contacting members, offering solutions, and managing delinquent accounts, you help safeguard the credit union’s financial health and support members on their journey toward stability. Your ability to communicate effectively and apply sound judgment ensures both strong recoveries and positive member experiences.
What You’ll Do Core Responsibilities
Member Contact:
Proactively reach out to delinquent members using effective communication techniques. Listen to their concerns, overcome objections, and persuade them to resolve delinquencies. Meet outbound call goals and follow established matrices to ensure consistent follow-up.
Account Review & Action:
Review delinquent accounts for potential legal action, making recommendations to Member Solutions Management when necessary.
Clerical Processes:
Manage negative share accounts daily, pursue NSF checks, initiate repayment plans, and process letters regarding delinquent loans, credit cards, and negative checking accounts.
Member & Employee Support:
Answer inbound calls regarding delinquent accounts, charged‑off loans, or negative balances, providing accurate information and guidance.
Records & Compliance:
Maintain accurate account records, protect confidentiality, and ensure compliance with internal policies, procedures, and all applicable regulations.
Problem Resolution:
Work with members and employees to identify issues, determine solutions, and follow through to resolution, keeping leadership informed.
Professional Growth:
Stay current on industry trends, competitor practices, and UKFCU products to continuously improve member solutions and operational effectiveness.
Team Contribution:
Collaborate with colleagues to achieve departmental and organizational goals.
Qualifications Who You Are
Experience & Education
6 months to 2 years of related experience
High school diploma or equivalent
Skills & Strengths
Strong communication skills with the ability to listen, persuade, and resolve conflicts
Proficiency in Microsoft Word and Excel
Strong, friendly voice and professional demeanor
Analytical ability to compute rates, ratios, and percentages and apply findings to real‑world solutions
Ability to work independently while meeting performance
Professionalism and integrity in all interactions
Accountability to established metrics
Commitment to the Credit Union movement and philosophy
Ability to identify member needs and provide creative solutions
Knowledge of collection laws and procedures
What’s in It for You?
Competitive salary and industry‑leading benefits.
Opportunities for professional growth and leadership development.
A chance to make a lasting impact on our members and the organization’s future.
Equal Opportunity Employer UKFCU is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.
At-Will Employment Employment with UKFCU is deemed "at-will," which means that either you or the company may terminate the employment relationship at any time, with or without cause or notice, unless otherwise provided by law.
Physical and Cognitive Demands This role requires a blend of physical activity and mental focus to effectively perform its essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. Key physical activities include sitting, standing, walking, and occasional lifting (up to 25 pounds). You’ll also use your hands for various tasks, reach with your arms, and engage in conversations. Vision requirements include the ability to focus, perceive depth, and distinguish colors. Cognitive abilities essential for this role include judgment, auditory perception, memory, reasoning, and occasional persuasion.
Work Environment You’ll primarily work indoors in a comfortable, climate‑controlled office setting. The noise level is typically moderate, ensuring a focused yet dynamic work environment. Reasonable accommodations will be provided as needed to support an inclusive workplace.
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