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Member Solutions Specialist (Collections Specialist)

About
Good Neighbors

At Good Neighbors, we’re more than just a financial institution—we’re a community rooted in cooperation, care, and the pursuit of meaningful impact.

As you begin your journey with us, we encourage you to embrace a mindset of possibility. We believe in the power of putting forth effort to become the best version of yourself, both personally and professionally. Your dedication not only contributes to your success but also strengthens the community we’re building together. Here, every idea matters, every effort counts, and every person makes a difference.

Good Neighbors Credit Union provides personalized service and support without judgment or assumption. As a not-for-profit, member-owned cooperative we serve through the following values:

  • • Self-Help
  • • Self-Responsibility
  • • Solidarity
  • • Equality
  • • Equity
  • • Democracy
  • • Honesty
  • • Openness
  • • Social Responsibility
  • • Care for Others

Who You Are

The Member Solutions Specialist (MSS) is responsible for assisting members in bringing loans and accounts current during times of financial difficulty. This role emphasizes using compassion and collaboration along with industry knowledge and products to help members navigate into a better position of financial health, while holding them accountable to their commitments to GNCU.

The MSS role revolves around communication with members, including a large volume of outbound calls and emails, and documentation of members’ circumstances and stated intent. MSS’ utilize a variety of tools to develop repayment plans including: scheduling and processing payments; facilitating loan modifications, deferments, or restructurings; and connecting members to appropriate resources. These communications play a pivotal role in maintaining the delinquency ratio of the credit union and helping our members avoid escalated collection actions.

The MSS role goes beyond a simple collection approach to delinquent accounts and focuses on building a relationship of trust and respect with our membership towards a mutually beneficial solution. This is not a commission-based position.

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

    • Min. 3 years of customer service experience
    • Must be extremely independent, disciplined, & resourceful
    • Possess a talent for finding a creative plan to our members
    • An open communicator and humble collaborator
    • Willing to extend radical empathy in your relationships
    • Ability to navigate a large volume of outbound calls and remain organized when navigating between different streams of incoming member responses
    • Proficiency with standard banking software systems, Microsoft Office, and office equipment.
    • Ability to maintain confidentiality and exercise sound judgment in all member and staff interactions.
    • Commitment to providing exceptional member service and supporting the credit union’s mission and values.
    • Utilize provided resources to assist in moving quickly between tasks without compromising accuracy.

What the Job Is

  • Achieve connection and service in 75% of reviewed calls
  • Accurately process transactions for loan payments and transfers
  • Manage workflow of daily promise sheet, active modification log, and third party contact efforts
  • Actively engage in Good Neighbors culture through participation in group meetings, trainings, and volunteer events throughout the year
  • Maintain confidentiality and adhere to all credit union policies, procedures, and compliance standards
  • Represent the Good Neighbor Experience by building trust, educating members, and fostering long-term relationships in service without judgment
  • Understand and clearly explain loan terms, conditions, rates, and payment expectations to members
  • Make collaborative decisions with solutions manager for advanced strategies for member accounts

Reports to:
Solutions Manager

Job Type(s):
Full-Time

Pay:
From $22 per hour

Expected Hours:
40 per week

Benefits and Perks

Paid Training

We invest in your growth with paid training, events, and conferences to help you advance your skills and career.

4 Weeks Paid Time Off

Enjoy your paid time off. Four weeks per year to rest, recharge, and maintain work-life balance. Prorated in your first year.

12 Paid Holidays and Birthday Holiday

Your hard work deserves time off: 12 paid holidays plus a birthday holiday to celebrate you.

Health Insurance

Free Vision and Dental at every tier — plus a no-cost health insurance option — to make your well-being the priority.

Free Short and Long Term Disability Insurance

Focus on recovery, not finances, with free short- and long-term disability benefits.

Free Life Insurance

Gain peace of mind with complimentary life insurance for you and your loved ones.

Employee Loan Discount

Enjoy exclusive employee loan discounts to help make borrowing easier and more affordable.

401(k) with Company Match

Build your future with a 401(k) plan that includes a 6% company match.

16 Paid Volunteer Hours

Because caring for community matters. Each year, you can use them with us, or on a cause of your choice!

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.