Role Description The Member Solutions Representative is an entry level position in our Member Solutions team. This role is responsible for managing and resolving overdrawn and negative accounts to ensure timely payment and minimize financial losses for the credit union. This role involves: - Contacting members to discuss their outstanding debts. - Negotiating payment plans and providing support to help them meet their financial obligations. - Working closely with the leadership team and other team members to achieve departmental goals. - Maintaining positive working relationships. The Member Solutions Representative must be able to handle sensitive information with confidentiality and professionalism. A basic understanding of financial principles and debt collection practices is a must to meet compliance guidelines, and a results-focused attitude with a commitment to providing excellent member service. The duties of a Member Solutions Representative include, but are not limited to: - Maintaining regular communication with members, team members, and leaders. - Sharing insights and updates on accounts to help the team stay informed and make better decisions. - Proficiently using all resources to make contact, documenting accounts with detailed notes for follow up and tracking purposes. - Listening to members and noticing "trigger" words for possible assistance options, such as workouts and forbearance. - Negotiating payment plans and settlements to reduce financial losses. - Staying readily available for calls and providing exceptional member service to internal and external members. - Maintaining acceptable scores on quality assurance audits based on credit union standards for service and being open to feedback to better the member experience. - Displaying acceptable knowledge of credit union products and services. - Ensuring that all collection activities adhere to regulatory and compliance requirements, including Fair Debt Collection Practices Act (FDCPA). - Working closely with others and the leadership team to develop and implement strategies for lowering delinquency and charge-offs. - Actively pursuing development opportunities including, but not limited to, attending conferences, acquiring certifications, completing learning courses, or engaging in both internal and external leadership programs. Requirements - Must be able to work on Saturdays. - Must be service oriented and enjoy working with the public. - Must work effectively under stress and be able to meet tight deadlines.

• Act as a “thought leader” for our customers. Implement and oversee the quality of our deliverables and effectively manage the team and day-to-day relationships to ensure exceptional performance across customer engagements. • Drive innovation in the areas of solution delivery capabilities, enterprise delivery methodology and reusable assets. • Provide executive level Business Consulting and Pre-Sales support. • Work hand-in-hand with our Sales team on consulting and pre-sales activities. • Advise our customers of solution tradeoffs to assist in the cost / benefit analysis, taking into account business process, architecture and IT operating model. • Contribute to NeuraFlash at a leadership level, be an advocate of our brand, and help NeuraFlash grow and scale. • Acquire and maintain all applicable CLM Certifications for the technology you are working on. • Ability to learn software in the CLM or Salesforce space as necessary • Travel up to 25% for customer projects and company events. • Be a NeuraFlash evangelist in the CLM Community, and help us cultivate a company culture of success (company and personal) and fun.

• Act as a “thought leader” for customers • Drive innovation in solution delivery capabilities, enterprise delivery methodology and reusable assets • Provide executive level Business Consulting and Pre-Sales support • Work hand-in-hand with Sales team on consulting and pre-sales activities • Advise customers of solution tradeoffs for cost/benefit analysis • Contribute to NeuraFlash at a leadership level • Acquire and maintain all applicable CLM Certifications • Learn software in the CLM or Salesforce space as necessary • Travel up to 25% for customer projects and company events

• Act as a “thought leader” for our customers. Implement and oversee the quality of our deliverables and effectively manage the team and day-to-day relationships to ensure exceptional performance across customer engagements. • Drive innovation in the areas of solution delivery capabilities, enterprise delivery methodology and reusable assets. • Provide executive level Business Consulting and Pre-Sales support. • Work hand-in-hand with our Sales team on consulting and pre-sales activities. • Advise our customers of solution tradeoffs to assist in the cost / benefit analysis, taking into account business process, architecture and IT operating model. • Contribute to NeuraFlash at a leadership level, be an advocate of our brand, and help NeuraFlash grow and scale. • Acquire and maintain all applicable CLM Certifications for the technology you are working on. • Ability to learn software in the CLM or Salesforce space as necessary. • Travel up to 25% for customer projects and company events. • Be a NeuraFlash evangelist in the CLM Community, and help us cultivate a company culture of success (company and personal) and fun.