Member Solutions Credit Card Specialist I

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 FunctionsMember 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 offPerform operational tasks: Work Akcelerant Tasks Work CRM cases Work Velera Reports Work Secured messagesSystem 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.