Financial Solutions Specialist I

Responsible for performing collection activities for delinquent member accounts, including credit cards, lines of credit, unsecured loans, vehicle loans, signature loans, real estate loans, and home equity lines of credit. Reviews delinquent accounts, identifies the causes of delinquency, and proactively contacts members to discuss repayment options and resolve past-due balances.

Utilizes effective communication, negotiation, problem-solving, and skip tracing techniques, as appropriate, to locate members, resolve delinquencies, minimize losses, and protect the Credit Union’s assets. Assists members by identifying appropriate repayment arrangements, hardship solutions, and other available Credit Union resources in accordance with established policies, procedures, and applicable regulatory requirements.

Performs collection activities in compliance with all applicable federal and state laws, regulations, and Credit Union policies. Maintains accurate and timely documentation of member interactions, collection efforts, payment arrangements, and account status within designated systems.

Provides a solution-oriented member experience that supports the Credit Union’s mission, vision, and strategic objectives while balancing member service with sound risk management practices. Assists the Financial Solutions Department by maintaining departmental records and files and providing administrative and operational support as needed., * Responds to member inquiries by phone, email, and other communication channels regarding delinquent accounts, payment options, providing accurate information and guidance to support account resolution.

• Performs collection activities on delinquent member accounts, including credit cards, lines of credit, unsecured loans, vehicle loans, signature loans, real estate loans, and home equity lines of credit.
• Contacts delinquent members to discuss account status, identify the causes of delinquency, and establish appropriate repayment arrangements or other available solutions.
• Utilizes approved collection tools and techniques, including account research, skip tracing, correspondence, and other collection methods, to resolve delinquent accounts and minimize losses.
• Monitors assigned accounts and performs collection efforts until the account is resolved, charged off, referred for bankruptcy processing, or otherwise reassigned.
• Performs further appropriate collection activities, including obtaining and reviewing credit reports, preparing and sending collection correspondence, and field contact efforts to support delinquency resolution and account recovery.
• Accurately documents member interactions, collection activities, payment arrangements, and account status within the Credit Union’s collection system.
• Responds to member questions and concerns professionally and escalates complex issues to the appropriate Financial Solutions team member when necessary.
• Performs collection activities in compliance with applicable laws, regulations, Credit Union policies, and departmental procedures.
• Assists with departmental administrative duties, including correspondence, reports, recordkeeping, and special projects assigned.
• Maintains the confidentiality of member information and demonstrates a professional, team-oriented, and member-focused approach.
• Keeps management informed of significant collection issues or trends and remains current on applicable policies, procedures, and regulatory requirements.
• Reports unusual or suspicious activity in accordance with the Credit Union’s Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) Program requirements.
• Completes all required compliance and regulatory training, including annual BSA/AML training., * Regular use of computers, telephones, and other office equipment.
• Physically able to participate in meetings, presentations, and training sessions.
• Some travel may be required between branches and business partners.

Intent and Function of Job Descriptions Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well- constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

• High school diploma or equivalent required.
• Associate degree or college coursework in business, finance, or related field preferred.
• Minimum of one (1) year of experience in collections, customer service, financial services, or a related field preferred.
• Experience in a credit union or financial institution is a plus.

Key Competencies: Technical Skills

• Proficient in Microsoft Office applications.
• Ability to learn and effectively use the Credit Union’s core processing system, collections software, and other business applications.
• Basic knowledge of collection practices, lending products, and member service principles.
• Strong verbal and written communication skills.
• Effective negotiation, problem-solving, and conflict resolution skills.
• Strong organizational skills with attention to detail and the ability to prioritize multiple tasks.
• Ability to maintain confidentiality and exercise sound judgment.
• Ability to work independently and collaboratively in a team environment.

Preferred Qualifications

• Previous experience working in a credit union, bank, or other financial institution.
• Knowledge of consumer lending and collection practices.
• Bilingual (English/Spanish) preferred
• Experience working with collection software or loan servicing systems preferred.

People Vision: At Sun, our people shine brightest. We create a culture of empathy, care, and connection that empowers brighter futures and supports well-being for all. Because when we care, lives change.