Member Solutions Counselor I

Located in Medford, OR

Salary: $23.92-$29.90

Our client is looking for a Counselor to help preserve their assets by controlling delinquent loan accounts, collecting delinquent loan payments and/or recovering collateral. Works within the Member Solutions Department to deliver member focused solutions while supporting our clients Vision, Mission and Values. This is a temporary position expected to last 90 days. The wage range is $23.92-$29.90!

Essential Functions & Responsibilities:

• 50% Contacts members to initiate resolution of delinquent accounts. Takes appropriate action to bring accounts current including, negotiating payment arrangements, locating member-borrowers and offers trusted financial guidance to members that may be facing financial hardship.
• 20% Maintains accurate files and reports on all collections activity. Reports monthly on the progress of significantly delinquent accounts.
• 15% Establishes and maintains effective communication while handling escalated collection accounts.
• 5% Analyzes and informs management of trends in loan underwriting contributing to delinquent/charged-off loans.
• 5% On behalf of the credit union, prepares for and testifies at legal proceedings as required.
• 5% Proactively performs other duties as needed or assigned.

Performance Measurements:

1. Supports and practices our clients Vision, Mission, Values and Loyalty Culture. Utilizes the Service Promises with both internal and external members. Embraces Rogue’s community involvement.
2. Demonstrates the ability to maximize the collection and/or recovery of credit union assets from delinquent or charged-off loans.
3. Demonstrates empathy, self-reflection, and adjustment of own behaviors, displaying effective emotional intelligence.
4. Detail oriented and organized. Demonstrates the ability to maintain accurate and complete records of all collection and recovery activity.
5. Maintains a thorough understanding of credit union products, services, policies, and procedures. Ensures all collection activity is within credit union policy and all relevant regulations.
6. Good verbal and written communication skills with the ability to maintain composure when working with escalated collection accounts. Demonstrates the ability to find member focused solutions.
7. Adheres to and maintains all credit union promotional, regulatory and policy compliance requirements including compliance with any Federal and State laws.
8. Meets or exceeds assigned goals in order to achieve individual, department and credit union goals. Stays informed of current trends within the credit union movement and financial services industry.

Knowledge and Skills:

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills: Professionalism, phone and in person communication skills, financial analysis skills, good judgment with ability to make recommendations, good organization and productivity skills, accuracy and attention to detail.

Physical Requirements: Some adjusting or moving objects up to 30 pounds in all directions. Must be able to remain in a stationary position, often standing or sitting for prolonged periods. Repeating motions that may include the wrists, hands and/or fingers while using computer. Communicating with others to exchange information. Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication, and make fine discernments in sound. Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal and extensive reading.

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