Member Solutions Clerk

Title: Member Solutions Clerk

Department: Member Solutions

Reports to: Member Solutions Manager

FLSA: Non-Exempt

Job Grade: 6

Job Purpose: Provides service to the credit union by supporting member solutions staff with any clerical processes and procedures deemed essential to reduce delinquency and /or loss to increase recoveries.

Essential Job Results:

JOB SPECIFIC RESULTS

1. Diligently attempt to contact all members who are having collateral protection insurance added to their loan by using the most effective communication means, including contacting insurance companies. Exhibit the ability to persuade members to resolve insurance discrepancies. Upload insurance declarations page to insurance monitoring company and into collections software.
2. Contact attorney's offices to confirm total legal fees owed when a legal account has requested a payoff. Prepare the payoff and issue to the member.
3. Review listing of charged off share accounts and identify accounts that meet Chexsystem reporting criteria. Once accounts have been identified, place this account with Chexsystems.
4. Assist with processing Chapter 13 Trustee checks to members accounts. This will also include documenting account appropriately in the collections software.
5. Download all collection letters from the collection software and send to identified department to mail and image.
6. Image repossession folders as identified by Senior Member Solutions Specialist, returned mail, tow notices and certified mail receipts. This will include uploading to the collection software and core imaging system.
7. Order repossession titles and obtain required checks to pay the title fees. The titles to be ordered, will be identified by a Senior Member Solutions Specialist.
8. Prepare warranty refund request form and pull supplemental required documents. Issue refund request to the dealership or the warranty company as outlined in work instructions. Once warranty refund has been received, it will be imaged into the collection software and core imaging system.
9. Prepare invoices for payment and submit required forms outlined in the work instructions.
10. Upload requested documents from insurance servicing center to have claims paid.
11. Cancel all front-end indirect products through notifying appropriate companies.
12. Pull required documents and place accounts with legal council and/or 3rd party collection companies.

GENERAL MEMBER CONTACT STAFF RESULTS

1. Maintains account records by updating member information as necessary.
2. Must have knowledge of Credit Union products and services to offer creative solutions to resolve member financial difficulties. By understanding loss mitigation tools that we offer, initiate communication between the member and other staff as appropriate.

GENERAL STAFF RESULTS

1. Maintains member and employee confidence and protects operations by keeping information confidential and sharing on a business-related as-needed basis only.
2. Engages in problem resolution by clarifying the member's and/or employee's 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.
3. Complies with UKFCU policies and procedures by enforcing and adhering to internal UKFCU procedures and board-established policies.
4. Complies with federal, state and local regulations and legal requirements by enforcing and adhering to requirements.
5. Maintains professional and technical knowledge by maintaining an awareness of competitors' rates and terms, industry trends and technology; attending staff meetings; identifying opportunities to attend seminars that enhance skills and maintain knowledge of new products that could assist in improving operational effectiveness; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.
6. Contributes to a team effort by accomplishing corporate and individual goals and other related results as needed.

KEY COMPETENCIES

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  • Professionalism in all communications.
  • Commitment to the Credit Union movement and philosophy.
  • Integrity in all actions.
  • Ability to identify the needs of the member and provide services to meet those needs.
  • Accountability to established metrics and performance goals.
  
  
  
  

MINIMUM REQUIREMENTS

• One year of similar or related experience preferred.
• High school diploma or equivalent experience.
• Ability to communicate with others one-on-one; fielding questions and responding to complaints.
• Ability to work with other employees.
• Strong attention to detail required.
• 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, correspondence and procedures.
• Ability to work independently.
• Ability to be self-motivated.
• Ability to work with strict deadlines and under pressure.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will be required to work indoors in a climate controlled office setting. The noise level in the work environment is usually moderate.

MENTAL DEMANDS:

The mental characteristics necessary to competently perform this job include the occasional need to be persuasive, use good judgment; and, the continuous need to use auditory perception, memory, and reasoning ability.

*The intent of this job description is to provide a representative summary of the types of results that will be required of the positions given this title, and shall not be construed as a declaration of the specific responsibilities of any particular position. Employees may be requested to perform job-related tasks other than those specifically outlined in this description.

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UKFCU is an equal employment opportunity employer and is committed to providing employment opportunities to minorities, females, veterans, and disabled individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran. UKFCU invites you to review the current "EEO Is the Law" poster as part of the application process. A link to the most current posters ishere. Please also see the 2015 Supplemental EEO Posterhere.

Applications are only accepted through our online application system. However, if you need assistance with any part of the application process or are unable to apply online because of a medical condition or disability and need an accommodation, please contactrecruiting@ukfcu.orgto let us know the nature of your request. Please note, UKFCU accepts only employment applications that are complete and received by the Office of Human Resources by the specified deadline for each opening.

This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work arrangements. (Maximum of two days remote, three days in-office). To be eligible for the program, employees must complete a minimum of 90 days of continuous, regular employment, be in good standing, and submit a formal hybrid work application prior to being eligible for hybrid work, pending supervisor approval. Work schedules will be established by the employee's supervisor according to business needs. Working locations and schedules may be altered at management discretion.