• Persuades delinquent customers to establish repayment terms using computer system and various collection software while using professionalism, tact and adhering to all applicable collection laws. • Achieves production goals and standards for servicing delinquent accounts without sacrificing quality of service. • Follows Client Operating Standards, State and Federal Legal Requirements and Regulation regarding Collections. • Accurately and thoroughly notates each account with efforts performed and results attained. • Handles PCI Data confidentially and securely.

Role Description The Member Solutions Advocate communicates with members with past due accounts by telephone, electronic, or written communication in a call center environment. Determines reasons for loan delinquency. Following Credit Union policy, offers suggestions or recommendations to restore loan to a current status, minimize Credit Union losses, and increase net recoveries. - Communicates with members regarding their entire relationship and past due accounts by telephone, electronic, or written communication. - Performs financial analysis, determines reasons for loan delinquency, and assesses member’s ability to bring the loan to current status. - Mentors peers (as needed) to promote transference of knowledge. - Communicates directly with members to discuss complaints and escalated issues. - Identifies, researches, and resolves complex account problems for members. - Collects on a portfolio of loans in all stages of delinquency and/or high risk to reduce the financial exposure of the Credit Union. - Works assigned collection queue as well as other specialty queues as assigned by supervisor or management daily. - Offers suggestions or recommendations to restore loan to a current status, including payment extensions, due date changes, referral to outside consumer credit counseling, repossession, or redemption. - Notes all activity as a result of each call on assigned accounts in Member Solutions software. - Ensures all account information is correct and makes corrections or refers account to appropriate department for further research. - Completes assigned number of collection calls per day. - Uses various credit reporting and skip tracing services and/or software to obtain information for recovery. - Performs rights of offset on depository accounts and applies funds to delinquent and/or charged-off loans. - Posts payments to members’ accounts and General Ledger. - Assists in the training of new Member Solutions employees. - Assists in training other Credit Union employees on Member Solutions policies and procedures. Qualifications - High school diploma or equivalent. - 5 or more years progressively responsible consumer collection experience with a financial institution. - Basic accounting skills to post payments to General Ledger and members’ accounts. - Ability to prioritize tasks and deal effectively with competing and changing priorities to meet deadlines. - Accurate, detail-oriented, and organized with task management. Benefits - Bonus Program up to 12% - 401K Matching up to 8% - Retirement Planning - Pay Increases based on Competency - Employee Loan Discounts - Flex Spending Accounts - Medical Coverage - Dental and Vision Coverage - Access to 4,000+ Gyms - Mental Health Resources - PTO Wellness Days - Short Term and Long Term Disability Coverage - 11 Paid Holidays - 3 weeks of Paid Time Off - 4 weeks of Paid Parental Leave - Birthday PTO - Paid Volunteer Hours - Degree Assistance up to $5,000 per year

Role Description The representative is to service the needs of our customers by accurately billing customer accounts, assuring timely remittance, and taking immediate action on issues that involve account integrity. The representative will also follow-up with payers to facilitate uninterrupted cash flow. - Must possess excellent communication skills and the ability to practice proper phone and email etiquette. - Ability to read, understand and follow oral and written instructions. - Answers questions from customers, clerical staff, and insurance companies. - Identifies and resolves patient billing complaints. - Handles customer collection calls. - Familiar with medical terminology and insurances HCPC/ICD-9 codes. - Documents activities in ERP system in an efficient, accurate and timely manner. - Ensures the billing activity is handled correctly. - Ability to evaluate and secure the needed Rx’s, PA’s and medical justification to facilitate payment of claims for initial and review/appeals payments. - Ability to edit and resubmit claims for payment. - Prepares and reviews clean claims for submission to various insurances either electronically or by paper. - Working knowledge of Microsoft Office, particularly Word and Outlook. - Provide feedback to Group Team Lead regarding issues regarding accounts. - Conducts routine tasks as directed; works under clearly defined guidelines. - Contributes to specific objectives and outcomes as directed. Qualifications - High school diploma or equivalent. - 1+ years of customer service or related experience. - Working knowledge of Microsoft Office, particularly Word, Excel and Outlook. - Provide feedback to Group Team Lead, Supervisor and Manager regarding issues regarding accounts. - Conducts routine tasks as directed; works under clearly defined guidelines. - Contributes to specific objectives and outcomes as directed. Benefits - Medical, dental, and vision care coverage. - Paid time off plan. - 401(k) Plan. - Flexible Spending Accounts. - Basic life insurance. - Short-and long-term disability coverage. - Accident insurance. - Teammate Assistance Program. - Paid parental leave. - Domestic partner benefits. - Mental, physical, and financial well-being programs.

• Complete recorded search sessions, with each recording focused on a unique primary search query. • All recordings must follow the project’s recording, safety, and privacy guidelines. • During each session, contribute by browsing search results, opening and reviewing links, asking follow-up questions, and exploring related content as they normally would online.