TITLE: Member Recovery Specialist

REPORTS TO: Member Recovery Manager

Primary Position:

The Member Recovery Specialist supports the financial well-being of our members by working with individuals experiencing loan delinquency to understand their needs and offer effective, compassionate solutions. This role is responsible for protecting the Credit Union's assets through sound collections practices while also upholding our mission to help members prosper. The Member Recovery Specialist builds relationships, educates members, and collaborates across departments to support financial wellness and reengagement with the Credit Union.

Primary Responsibilities:

• Proactively contacts members with delinquent or potentially delinquent loans to understand financial challenges and offer tailored solutions.
• Prepares and processes loan modifications, extensions, and hardship arrangements in accordance with policies and regulatory requirements.
• Coordinates voluntary and involuntary repossession of vehicles when necessary and manages the disposition process.
• Files and monitors claims for MRC (Mechanical Repair Coverage) and GAP (Guaranteed Asset Protection); works with insurance providers on total loss cases.
• Monitors and processes lien releases on paid-out collateralized loans.
• Maintains thorough and accurate documentation of all member interactions, collection efforts, and asset recovery actions.
• Adheres to internal policies, procedures, and all applicable laws and regulations.
• Upholds confidentiality and maintains professionalism in all communications.
• Demonstrates a collaborative and team-oriented approach in interactions with members, colleagues, and other departments.

Additional Responsibilities:

• Supports other associates by serving as a resource in collection matters or escalated situations.
• Assists members with budgeting tools, repayment strategies, and referrals to financial education or counseling resources.
• Participates in Credit Union projects and initiatives as needed.
• Identifies opportunities to improve the collections process to better support members and reduce delinquency rates.

Mission Alignment

This role is essential to Service One's commitment to understanding our members' needs and delivering solutions that improve their financial lives. The Member Recovery Specialist approaches every interaction with empathy, seeks to reduce financial harm, and helps members re-engage with the Credit Union in ways that support long-term financial stability.

Educational/Experience Requirements:

• High school diploma or equivalent required; additional post-secondary technical coursework preferred.
• Minimum of one year of experience in consumer loan collections or a related field.
• Familiarity with credit union products, services, and regulatory compliance preferred.

Skills & Qualifications

• Strong interpersonal and communication skills with the ability to navigate sensitive or emotionally charged conversations.
• Demonstrated ability to solve problems and offer practical, member-centered solutions.
• Proficient in maintaining accurate, detailed records and managing confidential information.
• Intermediate proficiency in Microsoft Office products and core processing systems.
• Self-motivated, organized, and able to work independently as well as collaboratively.

Physical Requirements

• Frequently required to sit, use hands, reach with arms, and communicate verbally.
• Occasionally required to stand, walk, and lift or move up to 35 pounds; rarely up to 80 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.