Description: CITIZENS COMMUNITY CREDIT UNION POSITION: Member Solutions Representative REPORTS TO: Member Solutions Manager CLASS: Non-Exempt DATE: January 29, 2024 ROLE Under general supervision, but following established policies and procedures, provides a variety of service functions to support the risk management department through due diligence and maintenance on delinquent loans accounts, as well as overdrawn member accounts. MAJOR DUTIES AND RESPONSIBLITIES

• Performs outbound collection calls on overdrawn member accounts in an effort to resolve and reduce risks for the credit union.
• Analyzes financial situations of overdrawn/closed account holders and delinquent borrowers; makes recommendations for repayment and repossession of collateral, performs payment processing, provide account details, updates collection notes, and provides timely follow up on payment arrangements.
• Works with third party vendors to maintain a low level of delinquent accounts in accordance with the credit union objectives, and reviews and submits accounts for further collection as necessary.
• Provides member support.
• Performs other duties as assigned.

GENERAL EXPECTATIONS Operations: Assists in the day-to-day operations of the risk management department. Duties include but are not limited to:

• Follows and supports all compliance rules, regulations and policies at the state and federal levels, as well as all Credit Union policies and procedures.
• Adheres to safety and security programs designed to minimize loss relating to fraud and robbery. Follows and contributes to effective Credit Union security by ensuring that negotiable, member information and computer systems are secure at all times.

Service: Accurately and effectively addresses service needs and/or issues. Duties include but are not limited to:

• Appropriately addresses and resolves member requests/issues. Escalates issues outside of authority level.
• Follows established quality control practices to ensure error-free work. Reviews work for accuracy, completeness, and compliance to regulations.

PERFORMANCE MEASUREMENTS

• To carry out assigned responsibilities with zero errors.
• To assist others within the credit union as needed.
• To respond to all correspondence in a timely manner.
• To maintain a professional work environment, promote teamwork, build respect among coworkers and third party vendors, and present a businesslike appearance.
• Documentation accuracy.

BASIC REQUIREMENTS EDUCATION: A high school education or GED. EXPERIENCE: Prior financial institution experience preferred. SKILLS: Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. OTHER SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS: Ten key calculator and computer keyboard skills. Accurate with numbers and names. Ability to communicate effectively. COMPUTER SKILLS: Basic computer skills. MATHEMATICAL SKILLS: Simple math. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. While performing the duties of this job, the associate is frequently required to stand; walk; sit; use hands and fingers, handle or feel; reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl; and talk or hear. The associate must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing functions of this job. The noise level in the work environment ranges from quiet, to moderately noisy, where automated equipment is in operation. It is a non-smoking environment. DISCLAIMER The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Requirements: BASIC REQUIREMENTS EDUCATION: A high school education or GED. EXPERIENCE: Prior financial institution experience preferred. SKILLS: Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. OTHER SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS: Ten key calculator and computer keyboard skills. Accurate with numbers and names. Ability to communicate effectively. COMPUTER SKILLS: Basic computer skills. MATHEMATICAL SKILLS: Simple math. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. While performing the duties of this job, the associate is frequently required to stand; walk; sit; use hands and fingers, handle or feel; reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl; and talk or hear. The associate must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing functions of this job. The noise level in the work environment ranges from quiet, to moderately noisy, where automated equipment is in operation. It is a non-smoking environment. DISCLAIMER The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.