Labor Credit Union

Title: Member Support Specialist Location: Remote Job Description: Remote Status: Remote Job Id: MSS 01 # of Openings: 1 Pay Range: $18 per hour Position Summary: The Member Support Specialist (MSS) at Labor Credit Union serves as one of the first points of contact for members, delivering exceptional service through phone, email, and other digital communication channels. This role is essential in assisting members with account inquiries, resolving issues, promoting credit union products, and ensuring a positive member experience from onboarding onward. The MSS also contributes to member growth by cultivating business relationships, engaging potential members, and embodying Labor CU's core values: Bold & Innovative, Convenient, Inclusive, Leadership, and Financial Stability. By demonstrating these principles, the MSS helps drive both member satisfaction and organizational success. Primary Duties & Responsibilities: Member Support • Respond to member inquiries promptly and professionally via phone, email, chat, or secure messaging. • Assist members with account information and transaction details. • Resolve member concerns efficiently, escalating complex issues when necessary. Transaction Assistance • Process transfers, payments, and account updates accurately. • Provide guidance on digital services such as online banking, mobile apps, and bill pay systems. • Troubleshoot technical issues related to digital banking platforms. Sales and Service • Identify member needs and recommend or refer credit union products and services. • Educate members on the benefits of offerings, including loans, credit cards, and savings options. • Meet individual and team performance goals, including service quality and sales targets. Compliance and Security • Verify member identities and maintain strict confidentiality of all information. • Adhere to credit union policies, procedures, and regulatory requirements. • Monitor for and report suspicious activity in accordance with fraud prevention guidelines. Documentation and Follow-Up • Accurately document all member interactions, transactions, and resolutions. • Follow up on inquiries to ensure timely and satisfactory resolution. • Provide constructive feedback to management on recurring issues and opportunities for process improvement. Team Collaboration • Actively participate in meetings and training sessions to stay updated on products, services, and procedures. • Collaborate across departments to enhance member experience and resolve issues efficiently. • Communicate effectively and respectfully between departments. 7. Performs other duties as assigned. Position Requirements: • High school diploma or equivalent (required); some college coursework or a degree (preferred). • Minimum of 1–2 years of experience in customer service, preferably within a financial institution or call center. • Certified Financial Counselor (CCUFC) certification preferred. • Strong verbal and written communication skills. • Excellent problem-solving and decision-making abilities. • Proficient in call center software, banking systems, and Microsoft Office Suite. Work Environment: • Must have a reliable high-speed internet connection and a quiet, secure workspace for remote work. • Flexibility in hours may be required, including evenings or weekends, based on member needs. • Must be able to sit for extended periods while working on a computer and phone or headset. • Occasionally required to lift/move items up to 10 lbs. (e.g., office supplies or equipment). • Remote role. Occasional travel to on-site locations may be required.

Title: Collector I Location: Remote Full time The Collector I is a key contributor to the financial health and risk management strategy of Labor Credit Union (Labor CU). This role is responsible for proactively managing delinquent loan and deposit accounts through respectful, compliant, and member‑focused collection practices. The Collector I works directly with members to resolve past‑due balances, mitigate losses, and preserve long‑term member relationships whenever possible. This position supports Labor CU’s mission to be Bold & Innovative, Convenient, Inclusive, and grounded in a Culture of Leadership and Financial Stability, while upholding cooperative values and ethical standards. Primary Duties & Responsibilities: 1. Member-Focused Collections & Loss Mitigation - Initiate outbound and inbound contact with members regarding delinquent loan accounts and negative deposit balances in a timely, professional, and solution‑oriented manner. - Apply a member‑centric approach to collections that balances account resolution with the long‑term financial well‑being of the member and the credit union. - Collaborate with members to establish reasonable repayment arrangements, payment plans, or settlements in accordance with credit union policy and management guidelines. - Identify opportunities for early intervention and loss mitigation, including referrals to hardship programs, financial counseling, or alternative repayment solutions when appropriate. - 2. Account Resolution & Recovery Activities - Monitor assigned delinquent accounts and take appropriate action to bring accounts current using approved collection strategies. - Perform skip‑tracing activities to locate members who have changed or disconnected contact information, utilizing approved databases and public records. - Manage repossession activities, including issuing Notices of Intent (NOI), coordinating repossession orders, tracking recovery status, and overseeing vehicle disposition and sale. - 3. Member Support & Issue Resolution - Professionally handle member inquiries, disputes, and complaints related to delinquent accounts and collection activity. - Clearly communicate account status, repayment options, and timelines while reinforcing personal responsibility in a respectful and educational manner - 4. Documentation, Reporting & Portfolio Support - Maintain complete, accurate, and timely documentation of all collection activities, member communications, payment arrangements, and account updates within the core system and collection tools. - Utilize the core processing system, collection platform, and call technology tools effectively and efficiently. - Provide feedback on recurring delinquency patterns to support continuous improvement and member education initiatives - - 5. Compliance, Risk & Governance - Ensure full compliance with all applicable local, state, and federal regulations governing debt collection, including but not limited to the Fair Debt Collection Practices Act (FDCPA) and applicable state laws. - Adhere to Labor CU policies, procedures, and ethical standards and risk management guidelines. - Maintain strict confidentiality of member information in accordance with GLBA and internal data security policies. - Stay informed of regulatory changes and participate in required compliance and professional training. - 6. Collaborate with Engagement Department, Operations, and Accounting teams to resolve complex account issues. 7. Perform other duties as assigned to support departmental and organizational objectives. Position Requirements: - High school diploma or equivalent. - Minimum 1-2 years of experience in collections, with exposure to repossessions and legal recovery processes. - Working knowledge of debt collection regulations, including FDCPA and applicable state laws. - Strong verbal and written communication skills with proven negotiation ability. - Demonstrated problem‑solving, analytical, and decision‑making skills. - Proficiency with skip‑tracing tools and collection systems. - Solid organizational and time‑management skills with the ability to manage competing priorities. - Proficiency with Microsoft Office and standard office technology. - Physical Requirements: - The employee must be able to sit for extended periods, use a computer and telephone, and occasionally lift up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. - Employment is contingent upon successful completion of a background check, credit review (where permissible by law), and bonding eligibility. - Preferred - Experience in a credit union or financial institution environment. - Outside sales experience may be considered in lieu of direct collections experience. - Familiarity with loan servicing and deposit account operations. - Work Environment This is a Hybrid/Remote role. Occasional travel to on-site premises may be required. Employees should have a high-speed internet connection and a secure, quiet place to work remotely.