Member Solutions Specialist

Role

About the Role

At Southland Credit Union, we believe in People Helping People and helping our members achieve greater financial well-being. That means being there for our members not only when things are going well, but also when they need support navigating financial challenges.

As a Member Solutions Specialist, you'll play an important role in helping members resolve past-due consumer loans, credit cards, and negative share balances. You'll work directly with members to understand their circumstances, explore realistic solutions, and establish repayment arrangements while protecting the financial health of the Credit Union. Your work helps turn challenging conversations into opportunities for resolution and reinforces the trust members place in Southland.

This role is a great fit for someone who is comfortable having thoughtful, sometimes difficult conversations and can balance empathy with sound business judgment. If you enjoy solving problems, analyzing individual situations, negotiating solutions, and making a meaningful difference through your work, we'd love to hear from you.

Major Duties and Responsibilities

What You'll Be Doing

• Build professional relationships with members while working toward solutions for delinquent accounts and past-due obligations.
• Evaluate account history and financial information to determine appropriate collection strategies based on each member's circumstances.
• Negotiate repayment arrangements that support members while protecting the Credit Union's financial interests.
• Research accounts and perform skip tracing to locate members, collateral, and updated contact information when needed.
• Monitor assigned accounts and follow up consistently to keep collection efforts moving toward resolution.
• Recommend repossession or other recovery actions when appropriate and when other collection efforts have been exhausted.
• Maintain accurate and timely documentation of member communications, payment arrangements, collection activity, and recovery efforts.
• Partner with branches and internal teams by responding to collection-related questions and providing guidance when needed.
• Protect confidential member information and exercise sound judgment and professionalism during every interaction.
• Ensure collection activities follow Credit Union policies and applicable federal and state regulations, including FDCPA, BSA, OFAC, and USA PATRIOT Act requirements.

Knowledge and Skills

What You'll Bring

Experience

• At least 2 years of collections experience within a credit union, bank, financial institution, or consumer lending environment.
• Experience working with delinquent consumer loan and credit card accounts is preferred.
• Credit union experience is preferred.

Education

• High school diploma or equivalent required.

Knowledge, Skills & Abilities

• Knowledge of consumer lending and collection principles and practices.
• Working knowledge of applicable collection regulations, including FDCPA and other relevant federal and state requirements.
• Strong analytical, problem-solving, decision-making, and negotiation skills.
• The ability to navigate difficult conversations with professionalism, empathy, and sound judgment.
• Strong verbal and written communication skills.
• Excellent organization and time-management skills, with the ability to prioritize and manage multiple accounts.
• Strong attention to detail and the ability to maintain accurate account documentation.
• Ability to work independently while collaborating effectively with teammates and internal departments.
• Proficiency with Microsoft Office applications and applicable collection systems.
• A commitment to providing exceptional internal and external member service.

Why You'll Love This Opportunity

At Southland, the work you do has a direct connection to our People Helping People philosophy. As a Member Solutions Specialist, you'll have the opportunity to help members navigate financial challenges while finding solutions that work for both the member and the Credit Union. Your ability to listen, evaluate circumstances, and find a path forward can make a real difference in someone's financial experience.

You'll also be part of a team that values accountability, collaboration, feedback, and continuous improvement. You'll have opportunities to strengthen your knowledge of collections and consumer lending, work alongside colleagues across the organization, and contribute ideas that help improve how we serve our members.

If you're looking for a role where your communication skills, financial knowledge, and ability to solve problems can make a meaningful impact, Southland Credit Union offers an opportunity to do work that matters.

Equal Opportunity & Pay Transparency

Southland Credit Union is an Equal Opportunity Employer. In accordance with California law, the pay range for this position is included in the job posting. Actual compensation will be based on qualifications, experience, skills, and business needs.

Salary Minimum

Salary Maximum