Job Title: Member Solutions Specialist
Job Title: Member Solutions Specialist Department: Member Services Location: Main Branch FLSA Status: Full-Time Position Summary: The Member Solutions Specialist serves as a key member of our team, supporting members through a variety of situations with professionalism, care, and solutions-based service. This role combines traditional Member Service Representative (MSR) responsibilities with specialized duties in collections, fraud prevention, and dormancy account management. The ideal candidate will enjoy helping members resolve issues, protect their accounts, and reconnect with the credit union while embodying our values of kindness, integrity, and service.
Essential Duties and Responsibilities
Member Service (MSR) Responsibilities:
- Assist members with day-to-day transactions in person, by phone, and online.
- Open new accounts, process account changes, and respond to inquiries.
- Cross-sell products and services to meet member needs.
- Provide exceptional service aligned with the credit union’s mission and values.
Collections Responsibilities
- Monitor delinquent accounts and initiate member contact to resolve payment issues.
- Work with members to establish payment plans and solutions to bring accounts current.
- Maintain accurate records of collection activities and outcomes.
Fraud Prevention Responsibilities
- Monitor transaction activity for potential fraud or suspicious activity.
- Investigate and document potential fraud cases.
- Communicate with members to verify activity and resolve issues in a timely manner.
Dormancy Management Responsibilities
- Review dormant accounts and initiate outreach to re-engage members.
- Assist members in reactivating accounts or resolving escheatment situations.
- Maintain accurate records of dormancy activities.
General Expectations
- Represent the credit union in a professional, friendly, and helpful manner at all times.
- Maintain member confidentiality and adhere to privacy standards.
- Collaborate effectively with team members and management.
- Complete required training and stay current with regulatory and compliance requirements.
Qualifications: Education and Experience
- High School Diploma or equivalent required; some college preferred.
- Minimum 2 years of financial institution or customer service experience preferred.
- Prior experience in collections, fraud prevention, or account management a plus.
- Excellent verbal and written communication skills.
- Strong problem-solving and critical thinking abilities.
- Ability to manage sensitive situations with empathy and professionalism.
- Detail-oriented with strong organizational skills.
- Proficient in basic computer applications (Microsoft Office, banking software preferred).
To Apply: Submit your resume and cover letter to staff@mynwcu.com. or use the form below.