• Communicate with account holders regarding the repayment of their defaulted student loan. • Profile borrowers and obtain financial information. • Update demographic and financial information on each call. • Negotiate payment arrangements. • Refer accounts for legal if applicable. • Perform Skip Tracing. • Use skip-tracing tools. • Effectively communicate with third parties. • Ensure all accounts are worked within client standards and Federal Regulations. • Maintain clear, concise, and accurate documentation of all attempts and/or contacts made and received for accounts in accordance with company specifications. • Maintain continuing education, training in industry career development. • Maintain current knowledge of and comply with all federal and state rules and regulations governing collections including FDCPA, Privacy Act, FCRA, etc. • Attend training sessions. • Integrate information obtained through training sessions and policy changes immediately into daily routine.

Role Description Collects receivables and monitors past due accounts. Researches and resolves insurance claim discrepancies. - Reviews patient account files received for discharged patients and ensures the accuracy and completeness of all documents. - Identifies portion of charges to be billed to patients’ insurance companies, Medicare or other third parties, and those to be billed to the patient directly. - Prepares appropriate billing statements for insurance companies, Medicare or other third parties. - Replies to patients’ and insurance company requests for information. - Assists in the preparation of billing activity reports. - Prepares and maintains billing files and reports. - Investigates delinquency cases to identify any special circumstances affecting payment delays and follows up with appropriate parties. - Contacts third party payer organizations and/or patients as necessary to facilitate the timely payment of past due charges or arranges alternative settlement plans. - Identifies problem delinquencies and recommends their appropriate disposition (i.e., referral to collection agency or other legal action, or write-off). - Prepares and maintains records and reports documenting the status and amount of past due accounts, and the timing and nature of their disposition. Qualifications - Excellent oral and written communication and interpersonal skills. - Computer literate. - Knowledge of Medicare, State Programs, and commercial billing. - Must read, write and speak fluent English. - Must have good and regular attendance. Requirements - High School Diploma or Equivalent including education equivalent to completion of secondary school or demonstrated ability to perform the essential functions of the role. (Preferred) - 2+ years hospital medical billing experience (Preferred)

• 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