VyStar Credit Union

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Member Solutions Representative III

ACCOUNTABILITY STATEMENT

The Member Solutions Representative III contacts members to effectively reduce VyStar exposure to financial losses caused by delinquent accounts. Activities must be conducted in compliance with federal and state regulations to avoid possible harassment claims and litigation.

Demonstrates proficiency in understanding and applying strong collections and loss mitigation knowledge about collection activity, consumer loan modification, negative shares, special account handling (deceased, CCCS, charge off prep & processing), collateral & liquidation, bankruptcy, legal action, and recoveries. Candidate must have proficiency and working knowledge with Laserfiche, DCS (document capture system) and Miser coding. The incumbent will report to a Member Solutions Supervisor & Member Solutions Recovery & Sales Supervisor dependent of business need and/or department placement.

ESSENTIAL JOB FUNCTIONS

• Reviews delinquency reports and collection system information daily to determine appropriate collection activity to effectively elicit monies due from members. Phones members to discuss delinquency. Obtains information to effect collection on account and make up-to-date arrangements. Follows up regularly, based on department requirements, on accounts that remain delinquent.
• Skip traces difficult to locate members to establish contact. Locates collateral and recommends repossession. Locates assets and recommends legal action which may ultimately reduce loss to VyStar.
• Considers and recommends extensions on delinquent accounts to bring due date current. Calculates repayment schedule, completes forms, obtains members’ signature, and forwards records to Supervisor for approval.
• Reviews and recommends charge-off accounts to Member Solutions Supervisor and/or Member Solutions Recovery & Sales Supervisor. Completes forms to provide original loan information and account activity summaries to generate the applicable collections activity or actions.
• Converses with members to discuss account information or make loan payment arrangements. Accepts funds and enters information to voucher to post transactions on data processing system.
• Familiarity with preparing and assigning collateral for recovery to 3rd party recovery agencies. This would include (but not limited to) Voluntary assignments, Involuntary assignments, Writs of Replevin, Tow Liens, Police Impounds, and Levies to recover collateral daily.
• Familiarity with developing, fostering, and negotiating relationships with vendors ranging from repossession agents, auctions, and attorneys.
• Exhibits the ability to examine a repossession request to determine if repossession expenses exceed the value of the collateral and make recommendations for the best course of action to minimize the credit union’s loss exposure.
• Process invoices and review condition reports to validate accuracy and determine wholesale values to provide to auction vendors for sale of collateral. Provide collateralized loan portfolio analysis and feedback to management to identify possible trends, mitigate losses and strengthen lending practices.
• File necessary claims through both private and credit union collateral protection insurance programs to mitigate loss to the credit union.
• Liaison for Member Solutions Representative I, Member Solutions Representative II, and VyStar employees to answer general collections questions, bankruptcy, recovery, hardship, and repossession questions.
• Familiarity with trouble debt hardship process and applicable service level agreements.
• Performs other duties as assigned
• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:

• Focus - Focus your full attention by carefully listening to and observing client or member.
• Connect - Consistently be friendly and approachable. Demonstrate your care.
• Understand - Listen empathetically and ask questions (70%/30% rule).
• Counsel - Recommend solutions based on your member’s needs and objectives.
• Advance - Ensure that member’s expectations were exceeded.
• Verify necessary follow-up actions.

JOB QUALIFICATIONS

EXPERIENCE

• The minimal formal education required is a high school diploma or its equivalent. Some college level courses preferred.
• Position requires interpretation of auditory sources of information, i.e., group meetings, telephone calls, manual dexterity to permit interaction with a computer keyboard, the ability to organize and interpret data and visual interpretation, i.e., report and computer displays.
• 3+ years of experience in a consumer collection environment, consumer lending, customer service and/or within a financial service organization. Knowledge of federal and state regulations related to Collections, Repossessions, Bankruptcy, and Recoveries. Follows regulations related to collection activities such as the Fair Credit Reporting Act, Fair Debt Collections Practice Act (FDCPA), and Federal Bankruptcy Laws. In addition, the incumbent must be well versed in the loss mitigation guidelines.

EDUCATION, PHYSICAL & MENTAL REQUIREMENTS

The minimal formal education required is a high school diploma or its equivalent.

Position requires interpretation of auditory sources of information, i.e., group meetings, telephone calls, manual dexterity to permit interaction with a computer keyboard, the ability to organize and interpret data, i.e., report and computer displays.

JOB REQUIREMENTS

Internal Candidates:

3+ years of experience in a consumer collection environment, consumer lending, customer service and/or within a financial service organization It is expected that internal candidates hired in at a Member Solutions Representative III level would complete all required courses for Member Solutions Representative III in 6 months and demonstrate the job knowledge skills required. At the end of the 6 months, failure to meet the expected standards of performance or completion of CBT’s courses may be subject to a reduction in pay grade and base hourly rate according to VyStar Compensation policy.

External Candidates:

3+ years Collections experience for external candidates with familiarity in Collections and Collections Loss Mitigation (Legal, Repossession, Recovery, and Bankruptcy).

It is expected that external candidates hired in at a Member Solutions Representative III level would complete all required courses for Member Solutions Representative III in 6 months and demonstrate the job knowledge skills required. At the end of the 6 months, failure to meet the expected standards of performance or completion of CBT’s courses may be subject to a reduction in pay grade and base hourly rate according to VyStar Compensation policy.

KNOWLEDGE, SKILLS & ABILITIES

• Applicant must have positive, well-developed communication skills, both written and oral, be detail oriented, have good organizational and active listening skills, the ability to work in a fast-paced environment, and proven ability to work with others.
• Must have professional conduct and appearance and be self-motivated. Must work under the philosophy of “people helping people” and be able to communicate with members, vendors, and legal council at all levels. Applicants must demonstrate the qualities of a self-starter and one who follows through on all job duties.
• Equipment to be used in the daily performance of job duties include HP calculator, PC, and multi-function equipment (fax, scanner, and copier) is required.
• Knowledge of all Microsoft Office applications and credit union software and/or core operating systems pertinent to completing various tasks and responsibilities of the position is required.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources