Member Solutions Advisor

2 weeks ago

Oshawa, Canada Pathwise Credit Union Full time

**Position Summary**

The Member Solutions Advisor is responsible for the collection of outstanding accounts receivable dollars from the existing member base and all other aspects of collections, resolving problems, and reducing accounts receivable delinquency. The Member Solutions Advisor initiates collection for funds owing on delinquent retail and commercial accounts by analyzing account status, identifying appropriate steps to be taken, contacting individual members to discuss options and alternatives, and initiating collection action. Interview and council members on financial matters. They also maintain liaison with legal counsel on collections and foreclosures and review reports on an on-going basis to monitor status of overall portfolio.

**Position Responsibilities**
- Initiates collection action for funds owing on delinquent accounts, for retail and commercial lending, by analyzing and assessing status of accounts and identifying appropriate steps to be taken in accordance with established collections policies, procedures, and timeframes.
- Making outbound collection calls in a professional manner while maintaining and improving customer relations. Discusses available options and alternatives and initiates action to mitigate loss within approved limits.
- Composes and distributes correspondence and reports relative to delinquent accounts. Provide timely follow-up on payment arrangements.
- Interviews and counsels’ members on financial matters relative to incurred debt.
- Communicates with third parties such as: legal counsel, other collection agencies, and property maintenance on collections and foreclosures. Provides information on account status and member history, including vehicle repos.
- Actively work all collection reports and complete any reviews, payment adjustments, or cross selling as required; includes conducting field calls.
- Identify issues attributing to account delinquency. Prepare all required reports (i.e., monthly, quarterly, or yearly) and discuss with management.
- Responsible for dealing with bankruptcy, consumer proposals, garnishments, insurance, Equifax updates, and small claims proceedings.
- Resolve problems as first point of contact where possible and refer more complex member concerns to the appropriate employee.
- Process works in accordance with standard compliance, audit, policies and procedures;
- Assist all Pathwise team members with any collection inquiries; and,
- Perform all other related duties as assigned.

**Position Qualifications**

**Knowledge, Skills & Capabilities**
- Requires creativity and innovation to deal with issues by selecting among available and appropriate methods, procedures, products, or services.
- Although many problems are recurring in nature, some issues necessitate considerable creativity and innovation by searching out potential solutions and then recommending modifications or alterations.
- Ability to plan and manage conflicting deadlines, peak periods, and unexpected situations.
- Ability to exercise sound judgement to analyze important aspects of information. Some issues require the ability to evaluate complex information from several sources in order to arrive at conclusions.
- Excellent member service skills to effectively build trust and credibility, ascertain needs, recommend appropriate products and services that balance the member’s interests with those of the credit union, negotiate terms and conditions and resolve problems.
- Able to communicate effectively (verbally and in writing), with a high degree of clarity and credibility. Requires effective interpersonal skills to handle difficult situations with a high degree of tact and diplomacy.
- Requires a working knowledge of consumer credit granting and relevant regulatory and legal statutes.
- Requires a thorough knowledge of collections and basic credit union products and services. Requires a solid understanding of consumer credit, specialized credit union products and services, risk management, Credit Union policies, bylaws, and procedures, and Pathwise banking system and associated programs.
- Proficiency of Microsoft Office including Word and Excel; and,
- Subject to extended hours as per Article 5:01 (b) of the Collective Agreement

**Education and Experience**
- Minimum education is a secondary school graduation diploma or equivalent, plus six (6) to eight (8) years of relevant work experience.

**Job Types**: Full-time, Permanent

**Salary**: From $20.00 per hour

**Benefits**:

- Company events
- Company pension
- Employee assistance program
- On-site parking

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- OSHAWA, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: One location

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