Member Resolutions Specialist

About BrightStar:

As a member of BrightStar Credit Union, you'll join a dynamic company culture and purpose-driven organization that focuses on its employees and members. We offer excellent benefits, advanced opportunities, and exceptional training. Founded 1946 as a community-based credit union focusing on educators, we expanded to serve 23 counties across Florida. As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities. BrightStar Credit Union is committed to creating a diverse and inclusive work environment where everyone has a chance to succeed and a sense of belonging. Our work environment is fun, fast-paced, and service-oriented.

Essential Functions & Responsibilities

• Contact members by telephone and/or mail to identify and resolve repayment deficiencies, and establish proper loan and credit card repayment.
• Provide outstanding service to each internal and external member as defined by our Service Standards and Promises.
• Process post-charge-off, in-house collection activities
• Investigate misapplied payments and payroll deduction allocations.
• Performs other related duties as assigned.
• Maintain knowledge with B.S.A. Compliance training.

Below is a breakdown of overall responsibilities:

Performance Measurements:

• Provide outstanding service to internal and external members as defined by our service standards and promises.
• Provide customer service regarding collections issues, process customer refunds, process and review account adjustments, and resolve client discrepancies and short payments.
• Monitors and maintains assigned accounts through customer calls, account adjustments, small balance write-offs, customer reconciliation, and processing credit memos.
• Accountable for reducing delinquency for assigned accounts.
• Follow up delinquent accounts, and update and maintain accurate financial records, including accounting, receivables, and credit records.
• To maintain accurate and complete records of all collection and recovery activity.
• To ensure that collection activity is both within credit union policy and all relevant regulations.
• To identify and inform management of potential underwriting problems.

Minimum Expectations of Knowledge and Skills:

• Experience: One year to three years of similar or related experience.
• Education: A high school education or GED
• Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and outside the organization for giving or obtaining information, building relationships, or soliciting cooperation.
• 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: Must be able to hear and speak clearly in person, and by phone, Must have personal computer skills, Must be able to sit for long periods of time.

Competencies:

• Communication
• Decision Making/Judgement
• Customer Service
• Job Knowledge
• Initiative

Compliance:

Employees must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions with B.S.C.U. will consider the awareness of unusual or suspicious activity relevant to the department.

• In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Departments

• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.
  
  

Physical Requirements:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee may occasionally stand, stoop, kneel, or crouch. The employee may occasionally lift and move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here represent those an employee encounters while performing this job's essential functions. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace