MSU Federal Credit Union · 18 hours ago
Member Solutions Specialist
East Lansing, Michigan, United States
Full-time
Hybrid
Entry, Mid, Senior LevelMSU Federal Credit Union is dedicated to helping its members achieve financial stability, and they are seeking a Member Solutions Specialist to assist members facing financial difficulties. The role involves educating members on financial decisions, managing delinquent accounts, and providing creative solutions to meet their financial obligations.
Financial Services
Responsibilities
Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations
Manage share and loan collection queues, adhering to department processes, procedures, applicable laws, regulations, and collection policies
Manage internal team communication spaces and reports that include returned checks, preauthorized Visa debit transactions, merchant force-posted transactions, account service charges, and overdraft transactions related to Balance Shield and/or Courtesy Pay or Courtesy Pay for Debit, and applicable service charges
Assist members to resolve negative balances and delinquent loan payments, whether through outreach via phone or assisting those calling into the Credit Union, utilizing effective communication and negotiation skills to facilitate repayment or resolution
Recommend charge-offs for negative shares and delinquent loans and recommend repossession of delinquent secured loans
Address escalated member situations and take appropriate actions to resolve them
Thoroughly and timely document all collection efforts and member contacts to ensure updated information is available to staff
Offer financial counseling and assistance, understanding various income types, and refer to external Credit Union resources and partners when necessary
Participate in department initiatives, promotions, and achieve assigned goals
Collaborate with Recovery to determine the next steps in the collection process as needed
Perform daily balancing of financial transactions
Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks
Perform other duties as assigned
Collect on specialized subsets of the consumer loan portfolio to ensure that consistent and prompt attention is given to first payment default accounts, affiliate brand accounts, and commercial accounts, as necessary
Collaborate with management to identify and implement training opportunities
Determine and share forward areas of efficiency as it pertains to the delinquency management system and ancillary systems used
Update, create, and present training documents for department processes and guidelines to aid in career growth and development of self and team members
Consistently achieve assigned goals and motivate others to do the same, maintaining high engagement in department initiatives and promotions
Onboard and train new employees in the department and assist with the on-going development of Member Solutions Specialists
Consistently take ownership of situations and resolve them independently
Model proficiency in creating solutions to minimize or reduce risk to the Credit Union
Serve as a key resource in the department with extensive knowledge of Credit Union products, services, policies, and procedures
Lead co-workers to take ownership and engage them in department initiatives and promotions
Act as a mentor and provide guidance in the absence of management presence, as appropriate
Provide assistance with escalated member interactions, providing superior service to the member and employee, as well as provide a summary of actions taken following the interaction
Identify and share systemic feedback with other areas of the Credit Union to help mitigate potential losses
Qualification
Required
High school diploma or equivalent
Prior experience in financial institution, collections, or similar
Prior experience in a collections or member service position at a financial institution or financial services agency required
Possess or be in pursuit of obtaining the Certified Credit Union Financial Counselor certification
Prior experience in asset recovery at a financial institution, financial services agency or similar
Prior experience in training or leading a team of peer contributors or completion of a Credit Union leadership program
Possess the Certified Credit Union Financial Counselor certification
Benefits
100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
401(k) with a company match
Tuition Reimbursement
Up to 12 Weeks of Paid Parental Leave
Company
MSU Federal Credit Union
Founded in 1937, MSU Federal Credit Union (MSUFCU) has remained committed to helping members achieve financial success and stability through every stage of life.
Founded in 1937
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
April Clobes (She/Her)
President/CEO
Seth Kissling
VP of Lending Partnerships
Recent News
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2025-09-23
2025-09-19
2025-09-19
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