Member Solutions Specialist II

We are hiring a Member Solutions Specialist II to join our growing team at Atlantic FCU! Atlantic serves over 49,000 members, with a mission to improve their financial quality of life and taking an active role within our communities, in short, we’re here to help you do better!

The Member Solutions Specialist II is responsible for early to mid-stage collections, including member outreach, payment arrangements, determining hardship solutions, and other collection-related processes such as written communications. The role ensures adherence to organizational policies, procedures, and Maine state law, while assisting members in resolving their accounts and navigating hardships in line with industry standards and credit union policy.

Job Responsibilities:

• Performs various support functions for collections accurately and efficiently, prioritizing excellent communication with members. This includes contacting members throughout the delinquency stages via phone, email, and text. Manages letter handling, payment arrangements, hardship reviews, and recommends process enhancements. Works with Team Lead (Member Solutions III) to execute hardship approvals through DocuSign or in-branch signatures. Monitors communications to support retail and our membership.
• Cross trains in Member Solutions I & Member Solutions III role to support during vacations and/or time out of the office. Supports collections vendor(s) and maintains accurate notes of collection attempts. Upholds credit union policies and ensures compliance with applicable regulations.
• Reports inconsistencies to the appropriate parties within established timelines. Follows service standards to meet and exceed internal and external member service. Utilizes effective communication skills, probing questions, and active listening to ensure quality service. Supports the entire team by recognizing and prioritizing objectives/tasks.

Apply today at www.atlanticfcu.com. To see why Atlantic is a great place to work, check out our video!

Atlantic is proud to be an Equal Opportunity Employer

• 3-5 years experience with collections, customer service, financial services.
• Prior experience in banking/credit unions a plus
• Experience withloan workout/modifications and Episys a plus.
• Superior written and verbal communication.