Member Solutions Specialist (Collections Specialist)

Who You Are

The Member Solutions Specialist is a phone-based service role, responsible for supporting members who are experiencing financial difficulty. In this position, you will help members navigate challenges, identify realistic solutions, and create sustainable paths back to financial wellness.

Ideal team members will provide the best possible experience by creating connections and creatively filling the needs of each member based on their individual circumstances. You will work directly with members to understand their story and collaboratively develop solutions. This may include establishing repayment arrangements, processing payments, supporting loan modifications or deferments, and connecting members with additional resources when appropriate. There will be a high volume of daily interactions. The ability to follow up and follow through will be essential in role mastery.  This role requires the ability and desire to listen, connect, and be of service to others.

Success in this role requires balancing empathy with accountability—supporting members with compassion while ensuring commitments are clearly understood and consistently upheld. We are looking for someone who sees opportunity in complexity, who is motivated by meaningful problem-solving, and who wants to be part of building better outcomes alongside our members.

This position carries a strong sense of ownership. You will work closely with the Solutions Manager to manage delinquency strategy and help shape the overall direction and effectiveness of the department.

This position is based in-office, Monday through Friday, 9:00 AM to 5:00 PM, with the potential to transition to a hybrid schedule after 9–12 months based on performance and business needs. This is a non-commissioned role.

Member Solutions Specialists are team players who take pride in wearing the Good Neighbors Credit Union logo and representing our cooperative every day. Team members get to know and greet our members by name, engage with the community, and often participate in events such as PRIDE celebrations, Juneteenth, financial education classes, and internal committees focused on community.

We believe in learning and development whenever possible. There is no rigid career ladder or timeline — allowing team members to develop professional growth in different ways and directions.

Mindset

• You bring a human-centered approach to every interaction. Members feel heard, respected, and treated with dignity when working with you.
• You are an exceptional listener who takes the time to understand before responding, and you enjoy finding solutions that work for both the member and the credit union.
• You are comfortable and composed in difficult conversations, able to communicate challenging information clearly and respectfully while maintaining strong emotional intelligence.
• You maintain a positive, steady attitude, even in challenging or high-pressure interactions, and stay focused on solutions rather than setbacks.
• You are resilient and do not get discouraged by rejection or resistance. You stay grounded, professional, and forward-looking.
• You take ownership of your work, stay self-motivated, and can be trusted to follow through without constant direction.
• You are a creative problem-solver who adapts quickly and thinks effectively on your feet when situations change.

Experience

• Minimum of 3 years of customer service
• Strong ability to communicate with empathy, clarity, and confidence
• Demonstrated independence and personal accountability in managing workload
• Ability to manage multiple accounts, repayment plans, and follow-up workflows with accuracy and consistency
• Experience handling high-volume outbound communication while staying organized across multiple systems and responses
• Proficiency with banking systems, Microsoft Office, and standard office tools
• Strong ability to develop practical, tailored solutions for individual situations
• High level of attention to detail, accuracy, and task management across competing priorities
• Commitment to confidentiality, professionalism, and alignment with credit union mission and values

What the Job Is

• Make 50 outgoing calls per day on average
• Send 50 emails per day on average
• Maintain meaningful engagement and successful connection outcomes on at least 75% of reviewed calls
• Accurately process loan payments, transfers, and related financial transactions
• Manage daily workflow including promise tracking, modification logs, and third-party contact efforts
• Build trust-based relationships with members and guide them toward resolution
• Participate in team meetings, trainings, and credit union events throughout the year
• Uphold confidentiality and adhere to all policies, procedures, and compliance standards
• Clearly explain loan terms, repayment expectations, and account conditions to members
• Collaborate with the Solutions Manager on advanced account strategies and decisions
• Represent the “Good Neighbors” experience through respectful, judgment-free member engagement

How to Apply

1. Submit your resume and cover letter to HR@goodneighborscu.com
2. Please complete our brief hiring, team building, and onboarding assessment.
   Click to open assessment.
3. Selected candidates will be contacted for interviews after completing both prior steps on a rolling basis. No phone calls please.