Member Solutions Representative

The Freedom Federal Credit Union Difference Freedom Federal Credit Union believes that a great member experience begins with a great team member experience. We value our team members not just for their talent, but also for the difference they make to our members and the communities we serve. We strive to help our team members live up to their fullest potential, and, with that in mind, provide each of them with a healthy, safe, and positive, yet challenging, work environment. A positive work-life balance, personal growth, purposeful work, and recognition of accomplishments are an essential part of what we offer. We’re looking for people to join our team, who share our vision and passion to make a positive financial impact on our members’ lives. If you’re ready to take the next step, join Freedom to truly make a difference. This position is eligible for a $500 sign‑on bonus. Summary The Freedom Federal Credit Union Member Solutions Representative I is responsible for collecting delinquent loans and negative shares. Responsibilities also include coordinating collection efforts to ensure delinquent accounts are contacted early to make payment arrangements to mitigate loss to the credit union. The team member will utilize available collection tools, encourage payments, and document collection activity while informing management of issues and activities. Essential Duties & Responsibilities Collections:Review delinquent accounts to determine reasons for non‑payment. Identify solutions to help members overcome financial hardships. Utilize effective negotiation techniques to secure repayment agreements. Maintain timely and accurate records of all collection activities and member interactions. Contact members for collections of delinquent loans and negative shares. Make appropriate payment arrangements to bring the account current. Analyze members’ needs through contact and cross‑selling products (i.e., automated services) Initiate skip tracing for unresponsive members. Ensure all collection activities comply with credit union policies and legal regulations. Research:Review and recommend action to take possession of collateral. Refer to Member Solutions Manager accounts with a need for extension agreements and/or collection maneuvers. Ensure sufficient account research is completed prior to recommending legal action. Administrative:Coordinate the processing of deceased member accounts with Member Solutions Administrative Assistant. Maintain account warnings, notes, and comments. Compliance:Maintain regulation and operational compliance of Freedom’s policies and procedures including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC). Stay current with all federal and state collection regulations. Maintain confidentiality of current, past, and potential members and their personal and financial information. Collaboration:Partner closely with team members and other departments within Freedom to provide positive member experience. Participate in weekly team members and offer suggestions to improve departmental performance. Knowledge, Skills, and Experience Customer Service Mathematics Time Management Active Listening Attention to Detail Problem Solving, Judgement, and Decision Making Team Collaboration Integrity and Trust Required Experience High School Diploma or equivalent; associate or bachelor’s degree in finance, business, or a related field preferred. Minimum of 1-year of collection experience; preferably with bankruptcy and recovery included. Minimum 1-year previous experience in customer service; previous experience in banking or financial services desired. Knowledge of credit union operations and financial products. Ability to work flexible hours, including weekends, as needed. Experience with Microsoft Office products 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 members, 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. COMPANY INFORMATION Freedom Federal Credit Union is a community‑chartered federal credit union offering consumer financial services to those who live, work, volunteer, worship, attend school, or have family in Harford, Baltimore, & Carroll Counties as well as Baltimore City. Additionally, Freedom offers a full line of banking services for all businesses, associations, and other organizations that are based in those same locations. To learn more, visit freedomfcu.org. Benefits Freedom Federal Credit Union offers competitive compensation, and our benefit offerings include: Paid time off Accrual of 17 days in 1st year of employment 11 paid holidays with an extra floating holiday for your birthday Medical, Dental, and Vision coverage – Single and Family options available Supplementary Health Benefit offerings including Critical illness insurance, Accident Insurance, and Hospital Indemnity Plans Life and AD&D Insurance, Short‑Term and Long‑Term Disability Plans 401k Retirement Plan with employer match options after 1 year, potential for additional discretionary contribution from the organization each year Tuition Reimbursement options of up to $5,250 each year Legal and Hiring Information Freedom Federal Credit Union conducts credit, bond, and background checks. All new hires must present evidence of authorization to work in the US. Freedom Federal Credit Union participates in the E‑Verify program. Freedom Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected Military/Veteran status and will not be discriminated against based on disability. If you are a disabled applicant and cannot apply online, please contact Freedom directly at for assistance. #J-18808-Ljbffr