Financial Solutions Representative I

DEPARTMENT: Financial Solutions

FLSA: Non-Exempt

EEO: Clerical

Salary Grade: 6

Salary Range: $19.00-$28.59

POSITION REPORTS TO: AVP of Financial Solutions


People Vision: Our people create an environment that produces genuine empathy and feelings of care and concern for a better future and personal well-being to make us the only choice in the communities we serve… “Changing lives, because we care.”


Responsible for performing collection activies associated with various delinquent member accounts, including credit cards, lines of credit, other unsecured loan products, secured loans, signature loans, real estate loans, and home equity lines of credit. Reviews delinquent accounts, determines probable reasons for account status, and contacts members to resolve the delinquencies. Utilizes various techniques, as circumstances indicate to promptly collect on delinquent accounts. Ensures members experience a solution oriented approach that supports the vision and strategies of the credit union. Provides assistance to Financial Solutions team including maintaining departmental records and files.


  • Receives, screens, or directs telephone calls. Answers collections related questions and provides general information.
  • Performs a variety of clerical duties including correspondence, reports, and small claims paperwork.
  • Assists Financial Solutions team in filing, processes collections documents for imaging and related recordkeeping duties.
  • Contacts delinquent member accounts by telephone, personal contact, and correspondence to secure a satisfactory resolution to the repayment problem. Discusses payment arrangements to arrive at a suitable resolution.
  • Makes early contact with members and co-makers to collect and keep them informed of the loan status. Informs members of loan extension or loan rewrite programs if applicable.
  • Collects on delinquent accounts until the loan becomes a charge off, bankruptcy or has special circumstances pending.
  • Answers member questions and complaints relevant to department functions. If the situation is not resolved, refers them to the appropriate Financial Solutions team member.
  • Determines reasons for delinquencies and works toward solutions to minimize losses.
  • Utilizes further appropriate collection methods if initial attempts do not secure required payment such as skip

tracing, obtaining credit reports, calling references, collection letters, and field calls.

  • Refers bankruptcy related accounts to the Financial Solutions Assistant Manager. Continues collection related efforts as needed.
  • Performs collections efforts in accordance with Credit Union policies and procedures and ensures they are

legally compliant.

  • Documents all collection actions taken, including telephone conversations, payment arrangements, and correspondence on the Elements Software.
  • Researches loan accounts that appear on late and potentially late records to ensure that Credit Union errors are detected promptly. Provides members the opportunity to fully explain their loan status.
  • Provides solutions, responsive to requests, questions, and problems inaccordance with CU’s values.
  • Provides information as needed and maintains confidentiality.
  • Understand and demonstrates the ability to work as a team to accomplish goals.
  • Stays informed of changes in collections policies, procedures, and related legal requirements.
  • Keeps management informed of area activities and of any significant problems.
  • Completes miscellaneous clerical collections functions and special projects as required.
  • In accordance with BSA Rules and Regulations, report any unusual activity to the AVP of Financial Solutions for further review.
  • Obtains BSA training annually.


  • Professional business relations exists with members. Members are properly assisted with their financial problems and their questions are courtesouly answered.
  • Delinquent accounts are closely monitored and reviewed.
  • Delinquent accounts are promptly collected. Maintain a delinquency ratio which meets management standards.
  • Embraces the Vision and Strategy of the CU “Changing lives…because we care”.
  • Reports, logs, and records are accurate and timely.
  • Collections processing functions are completed in accordance with Credit Union policies or procedures.
  • Able to foster collaborative relationships with peers and management.
  • “Customer Performer Model” is used to provide extraordinary service to area staff.


EDUCATION/CERTIFICATION: High school graduate or equivalent is required.

A.S/A.A .Degree is preferred.

REQUIRED EXPERIENCE: Minimum of one year of Collections/sales experience in a professional, financial environment. Strong negotiation and problem solving skills.


 A love for people, and providing solutions!

 Strong interpersonal and public relations skills.

 Well organized and attentive to detail.

 Able to operate related modern computer applications.

 Willingness to assist and support others.

 Able to operate computer, calculator, telephone, and other basic business machines.

WORKING CONDITIONS: No hazardous or significantly unpleasant conditions (such as in a typical office).