Member Solutions Representative II

Job Title: Member Solutions Representative II

Department: Member Solutions

Department Location: Littleton, MA

Reports to: VP Member Solutions

Career Stream: Individual Contributor

Classification: Hybrid

Compensation: The base pay of the budgeted range is $23.00-$27.00 per hour. Actual compensation offered may vary from the posted hiring range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

FUNCTION: Responsible for providing administrative support to Member Solutions Manager and Collection Representatives

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

Level II: Level II has a higher level of responsibility, accuracy, and volume. For example; Level II may work with attorneys on law suits, and reconcile GLs.

DUTIES - Administration:

• Liaison between attorney's and credit union
• Provide additional information/documentation to attorney/agency and respond to their inquiries.
• Review affidavits for accuracy and provide to management.
• Provide bankruptcy documents to attorney as requested.
• Interact with insurance companies regarding total loss claims when member is uncooperative due to dispute with settlement amount. Obtain information needed to file lienholder claim.
• Review and reconcile Unapplied Loan Report daily.
• Review and reconcile recovery g/l and research variances.
• Post and reconcile monthly attorney/collection agency recovery remittances.
• Process insurance total loss proceeds and send deficiency letters to members who have dealer GAP or no GAP for remaining balance as necessary.
• Process auction checks received on sold collateral.
• Review deficiency letters prior to sending to borrower(s).
• Collect loan documents and account information to prepare loans for charge off.
• Assign and forward charged off accounts to third party.
• Process department invoices through accounts receivable system and assess to member account when appropriate.
• Act as a liaison between vendor and department for member issues and billing questions. Escalate to Team Lead/Manager
• Pull member credit bureau reports when requested.
• Support staff with certified and overnight/express mailings.
• Prepare and verify Letters of Guaranty as requested from insurance companies.
• Regularly demonstrates behaviors as defined by the credit union's Fundamentals, which are part of the Workers Way culture program.
• Supports Member Solutions Representative I and team as needed

GENERAL DUTIES:

• Perform general administrative duties, such as pulling folders, titles, and filing documents.
• Supports all departments, branches and call center on member issues.
• Adhere to established policies and procedures and regulations governing lending/collection
• activities.
• Maintain confidentiality of all data.
• Regularly demonstrates behaviors as defined by the credit union's Fundamentals, which are
• part of the Workers Way culture program.
• Performs additional duties as required.

Education

• HS diploma or equivalent.

Experience

• 3 years of collections experience

Knowledge/Skills/Abilities/Competencies

• Knowledge of Collection practices and law, bankruptcy law and court procedures; telephone collection skills; knowledge of COCC computer system and IBS collection package; computer skills.

• Bilingual proficiency preferred

Work Environment:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

Physical Demands:

• Able to communicate orally with co-workers and members. Able to operate telephone, computer keyboard and

other office machines that require finger dexterity and repetitive motion. Visual acuity necessary to prepare/inspect documents. Occasional lifting up to 10 lbs., sedentary work, sitting most of the time.

About Workers Credit Union: Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high-touch service and convenient technology. We have grown to over 2.6 Billion in assets and serve over 120,000 members. We are one of the top performing credit unions in Massachusetts with big plans for the future!

Benefits:

• Comprehensive medical, dental and vision plans
• Basic life and AD&D insurance, short-term disability and long-term disability
• 15+ days of paid time off (PTO) per year
• Up to 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.