Member Solutions Representative

Job Overview

The Member Solutions Representative helps members resolve early-stage delinquent loans and accounts through proactive outreach and personalized support. This phone-based role involves managing daily account queues, making and receiving calls, and documenting all member interactions. Representatives work with members to identify repayment options, set up short-term payment plans, and connect them to additional solutions such as loan refinances, financial counseling, or money makeovers. Success in this role requires balancing compassionate service with strong performance in call volume, follow-up, and account management. As a trusted financial partner, the Member Solutions Representative embodies Dupaco’s core values of trust, empathy, relationship-building, and advocacy while helping members regain financial stability.

Dupaco Values:

Demonstrates Dupaco Values: Rooted in Trust, Empathetic Understanding, Strengthening Relationships, Advocate for All and Invest in You

What You'll Do:

• Assist members with delinquent accounts both with inbound and outbound calling.
• Review assigned queues daily and initiate appropriate collection actions on delinquent loans and other accounts.
• Contact members and cosigners via phone, email, and correspondence; obtain payments or promises to pay.
• Work with members to create repayment plans (typically 3–4 months) to bring loans current; ask detailed questions regarding hardship and recommend appropriate solutions such as money makeover or loan refinance referrals.
• Send required notices and correspondence (e.g., right to cure, right of offset) and ensure proper documentation of all member communications.
• Assist other credit union departments with collection efforts as needed.
• Resolve member issues and requests within 24–48 hours whenever possible.
• Perform other duties as assigned.

You'll need:

• High school diploma or equivalent (ie. GED). 
•  1+ year of customer service or related experience preferred. Collections or financial services experience is helpful but not required.
• Interpersonal skills are necessary to provide excellent service to our members and represent the credit union in a positive way.
• Basic knowledge of consumer loan collection procedures and applicable legal requirements (FDCPA and relevant state regulations) preferred.
•  Ability to problem solve.
• Demonstrated ability to accurately calculate payment plans.
• Proficiency in computers; ability to learn in-house application software knowledge and the ability to manage various programs and systems.