Member Recovery Solutions Specialist II

First Source Federal Credit Union
First Source Federal Credit Union

Customer Service

Posted on Oct 10, 2026
Apply now

POSITION SUMMARY

The primary function of this position is to counsel, educate, and offer solutions to Members to support their financial success while also protecting the interests of the Credit Union. This role is responsible for supporting collection efforts for the Credit Union’s deposit and loan portfolios, maintaining high-quality standards, maximizing recovery efforts, and helping minimize losses.

ESSENTIAL JOB FUNCTIONS

  • Demonstrate a moderate level of knowledge and skill to deliver an exceptional member experience.
  • Review negative loan and deposit balances to determine whether repossession, charge-off, or other loss mitigation actions should be recommended when alternative solutions are not available.
  • Work the incoming call queue for both internal and external members.
  • Respond to member and internal partner inquiries in a timely, professional, and service-focused manner.
  • Leverage SMS messaging, when appropriate and permitted, to communicate payment schedules, terms, and follow-up information with Members.
  • Conduct outreach to consumer and business members with escalated account delinquency or negative deposit accounts to negotiate mutually beneficial payment terms and schedules.
  • Assist with bankruptcy accounts, including processing new bankruptcy notices, maintaining the bankruptcy log, handling correspondence, preparing proof of claims and reaffirmation agreements, and contacting the Credit Union attorney as needed.
  • Maintain good member relations while collecting delinquent and negative balance accounts.
  • Submit payment relief options for members in accordance with established guidelines and approval requirements.
  • Review accounts and loans with members to develop solutions and workout plans that help mitigate delinquency and reduce charge-off risk.
  • Support the department with month-end reporting.
  • Demonstrate strong communication skills when delivering difficult messages and educating members about their financial picture, including positive options and potential negative consequences.
  • Maintain a professional demeanor when handling escalated situations while demonstrating compassion and sound judgment.
  • Balance quality, accuracy, and productivity in daily work.
  • Share existing knowledge and stay current on collection laws, regulations, and practices through educational opportunities.
  • Manage multiple priorities while remaining organized, accurate, and responsive.
  • Required to adhere to Collections Guidelines and Standards.
  • Required to adhere to Credit Union policies and procedures.
  • Required to participate in First Source Federal Credit Union events as well as designated community events.
  • Required to attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy.
  • Required to attend training sessions as appropriate.
  • Required to travel as needed.
  • Maybe required to obtain NMLS and Notary Public License
  • Perform other duties as assigned.

UNIVERSAL BEHAVIORS

Knowledgeable and Experienced

  • I promise to take personal ownership for learning and using that knowledge to provide value to those that I serve by:
    • Looking for answers until I find them.
    • Seeking opportunities to learn from others.
    • Appreciating and respecting others views.
    • Acknowledging mistakes and learning from them.
    • Going out of my way to share my knowledge and experience.

Striving for Operational Consistencies

  • I promise to make it easy for you through consistency, efficiency, and accuracy by:
    • Doing it right the first time, being thorough and accurate.
    • Taking pride and ownership in my work
    • Making and keeping commitments.
    • Continuing to look for better ways to do things and challenging the status quo.

Rewarding Work Environment

  • I promise to show care, compassion, and respect toward everyone I interact with by:
    • Being approachable and accessible to others.
    • Creating a pleasant work environment for each other.
    • Always asking what more I can do.
    • Resolving differences promptly
    • Recognizing the contributions of others.
    • Embracing diversity in the workplace.

Committed to Member Service

  • I promise to deliver exceptional member service by:
    • Interacting with a natural and genuine friendliness.
    • Being courteous and respectful.
    • Creating a welcoming environment.
    • Exceeding your expectations.
    • Sharing the moment and finding common ground.

QUALIFICATIONS, SKILLS AND EXPERIENCE

  • High School plus 3-5 years related lending experience or related business degree
  • 3+ years call center experience
  • Strong communication and interpersonal skills
  • Strong attention to detail
  • Ability to work well in a fast-paced environment
  • Strong computer aptitude
  • A professional appearance
  • Ability to work flexible hours
Apply now
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