Member Solution Specialist - Collections

Schedule: Monday - Friday, 8:30am to 5:30pm Hybrid: 2-3 days in office (after training) Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo. For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California. We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available). Summary : The Travis Credit Union (TCU) Member Solutions Specialist is responsible for performing collection and loss mitigation activities associated with delinquent member accounts in a manner consistent with the mission of TCU. This includes direct internal and external member support for deposit, consumer loan, and mortgage and credit card accounts. This role uses various strategies, systems and vendors as circumstances warrant to recapture delinquent dollars, reduce loss and proactively offer assistance to members to reduce delinquency. Profile: Provides excellent internal and external member support through all channels with a focus on first-contact-resolution and problem solving for delinquent accounts and inquiries. Follows regulatory, GSE/investor, TCU, agency, and department guidelines, policies, and procedures when handling all collection and loss mitigation functions. Performs assigned collection and loss mitigation duties including direct member contact through all approved channels to meet or exceed department goals. Uses consultative approach to assess and address a complex range of member a member’s financial condition. Identifies opportunities to deepen the member relationship by promoting and educating members around all products and services based on the member contact reason. Manages reports, deadlines, and compliance requirements related to third party vendors. Suggests improvements to processes and policies to improve efficiency, accuracy, and member experience. Based on experience, manages processes and inquires related to repossession, bankruptcy and system testing. Utilizes proven decision making skills when handling exceptions to policies and procedures within assigned authority levels. Participates in ongoing training programs and maintains up-to-date information and working knowledge of all Credit Union products, services and promotions. Coaches, mentors, and trains junior or less seasoned staff as needed. Based on knowledge and experience, accountable for accurate and timely executive reporting aligned to areas of responsibility. Skills: Sound understanding of credit union products and services. Working knowledge of the Fair Debt Collection Act, Rees Levering and relevant regulatory guidelines Ability to work independently and motivated to achieve goals with minimal supervision. Effective and professional verbal and written communication skills. Ability to self-direct, use independent judgment and multi-task with proficiency. Detail oriented, with strong analytical and organizational skills. Proficiency with Microsoft Office for Windows. Experience and Education : Associate Member Solutions Specialist Reports directly to assigned Member Solutions department management. Normally receives detailed instructions on all work. HS Diploma and 2 years previous collections experience required. Member Solutions Specialist Reports directly to assigned Member Solutions department management. Normally receives general instructions on routine work, and detailed instructions on new assignments. HS Diploma and a minimum 4 years of collections experience or related experience. Knowledge of Fair Debt Collection Act required. Senior Member Solutions Specialist Reports directly to assigned Member Solutions (Collections) department management. Normally receives little instruction on day-to-day work, and general instructions on new assignments. HS Diploma and a minimum 5 years collections and loss mitigation or related experience. Knowledge of Fair Debt Collection Act and Rees Levering required. Compensation : Associate Member Solutions Specialist: Grade 9 / $23.49 - $29.01 per hour Member Solutions Specialist: Grade 10 / $25.57 - $31.58 per hour Sr. Member Solutions Specialist: Grade 11 / $27.96 - $34.53 per hour Our compensation philosophy considers various factors, including the scope and responsibilities of the position, as well as a candidate’s experience, education/training, and key skills. Benefits: At Travis Credit Union, we prioritize the well‑being of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union. Eligible employees enjoy a robust benefits package, which includes: Competitive medical, dental, and vision insurance Mental health and wellness programs Employee performance incentive plan Merit-based salary increases 401(k) program with immediately vested employer match Generous holiday and vacation policies Exclusive TCU perks such as employee loan and credit card discounts Travis Credit Union is an Affirmative Action Employer. EOE / Individuals with Disabilities / Veteran Status