Member Solutions Representative I

At Blue, we discover pathways to realize your possibilities! Our Member Solutions Representative I participates in maintaining a financially sound loan portfolio through early delinquency control. Methods to accomplish this include (but are not limited to) : phone calls, collection letters and in person interviews. Recommends further action on accounts as deemed necessary (includes but not limited to) : repossession, legal action, foreclosure and referral to collection agency).

Major Duties and Responsibilities

• Engage our member by phone (both inbound and outbound calling), e-mail, or letters. Interview members to determine reason for delinquency. Take appropriate action to resolve the account (could include loan modifications or loan workouts, recommendations for repossession or payment deferrals). Counsel members concerning their financial obligations, advises of options and solicits agreement of payments. Recommend further action as deemed necessary (i.e. repossession, legal action, loan modifications, etc.). Demonstrates judgment and discretion within the framework of all applicable regulations and policies.
• Ensure customer files are kept updated and complete, clear and concise documentation of all interactions are entered, and all required documents and letters are processed (includes completion of adverse action forms and legally required notices).
• Assist other departments and branches with Members as needed. Provide support for the Front Line and Contact Center personnel in serving delinquent Members.
• Process loan payments and transfers for Members over the phone with all possible precision.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge and Skills

Experience

Six months to two years of similar or related experience, including time spent in preparatory positions.

Education / Certifications / Licenses

A high school degree or GED is required.

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and / or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and / or advising others on matters of significance.

FULL TIME POSITION

Starting Range : $19.47 - $21.79

Full Range : $18.54 - $27.81

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer, sitting for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and / or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and / or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Must be able to stay calm when being challenged by customers in a stressful manner.

For more information about being a Blue employee please check out these links for a glimpse at the culture and opportunities we strive to provide for our employees : The content here is informational only and includes references to employee benefits, culture, and opportunities at Blue.

Education

Preferred

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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