Member Solutions Analyst - Pinecrest - job 745876

Tropical Financial Credit Union

Date: 05/04/2021

City: Pinecrest, Florida

Employment type: Full-time

Job Description
Job Title: Member Solutions Analyst
Department: Lending
Reports to: Credit Risk Manager
FLSA Status: Non-Exempt
Summary: Individuals in the job are responsible for assisting Tropical Financial Credit Union in the achievement of its purpose of guiding members successfully through the financial marketplace. This position is responsible for routine collection of past due accounts, including Credit Cards, Consumer, Overdrawn Share Accounts, and any other related account.
JOB SPECIFIC INFORMATION
GENERAL RESPONSIBILITIES: As a liaison for Tropical Financial Credit Union, the Collections Analyst provides quality service for members in order to preserve and safeguard the assets of the credit union from necessary loss. This position requires incumbent to demonstrate an unsurpassed commitment to exceptional world class member service and teamwork.


Essential Duties and Responsibilities include the following. Other duties may be assigned.



  • Provide service that meets the Service Standards defined by Tropical Financial Credit Union and achieve annual goals that are established through the Performance Management Process.

  • Adheres to established department and organizational policies, procedures, objectives, and quality standards to ensure consistent operations of the Collection Department

  • Collect on delinquent accounts, excluding Legal and Bankrupt accounts, in order to keep delinquent loans to a minimum. Work assigned queues for loans to include but not limited to consumer, business and charged off loans.

  • Initiates and maintain contact with members by telephone or mail within defined procedures and parameters within assigned work queues.

  • Restructure members? debt payment by offering alternatives such as refinancing, loan extension or other appropriate methods, which are in the best interest if the Credit Union and maintains the member?s goodwill.

  • Offers limited credit counseling to members and refer to Consumer Credit Counseling vendor.

  • Analyze and recommend accounts for repossession assignment, charge-off, payment plans, extensions and Collection workout loans.

  • Evaluate and recognize accounts for deteriorating credit or risk loans and refer accounts to Team Leader for possible legal actions.

  • Interpret Garnishment language to determine the scope, jurisdiction, applicability, and timeframe of the garnishment.

  • Responsible to interpret and ensure the scope of IRS Levy, Child Enforcement (Support) orders are handled appropriately and accurately to mitigate potential loss to the Credit Union.

  • Research and investigate issues with fraud controls and payment processing. The individual will be expected to root out and make known possible fraud and payment issues that may arise and work with all departments to find solutions.

  • Direct client contact to review possible fictitious items or unusual activity and work with branch / support staff where necessary to verify information.


Make recommendations as necessary to place holds / blocks on accounts, or close accounts under review to protect the Credit Union from loss or further loss.



  • Proposes enhancements to work methods or procedures in order to improve process efficiency and/or the quality of results.

  • BSA Compliance- every employee is required to uphold the Credit Union?s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within TFCU will take into consideration the awareness of unusual or suspicious activity that is relevant to the department.

  • In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and / or Compliance Department.

  • Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, ISA Patriot Act, OFAC, Fair Lending, and Credit Card Act.

  • Comply with all TFCU policies and procedures to ensure compliance with such regulations.

  • Performs other duties as required with or without accommodation.


Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:



  • Three or more years of Collection experience in banking or related financial services environment.

  • High School diploma or general education (GED) required, two years technical certificate or Associates degree required; will consider experience in lieu of education.

  • Strong Analytical skills required

  • Effective working knowledge of Florida Consumer Protection Act-number 559.72, Fair Debt Collections Act, Student Loan Program, Chapter 7 and 13 Bankruptcy Code, Federal Wage Garnishment Law and/or other codes and laws pertaining to debt collections.

  • Intermediate abilities in MS Office - Excel, Access, Word, and automated collections applications.

  • Excellent interpersonal verbal and written communication skills to interact a professional and display courteous composure when dealing with co-workers and members.

  • Must possess flexibility, initiative and excellent organizational skills with the ability to handle multiple simultaneous projects, meet demanding deadlines and adjust to sudden changes in workflow.

  • Ability to work in a high volume, fast-paced work environment


Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit and use hands to handle or touch. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities require by the job include close vision, and ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Job Type: Full-time





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