Repayment Solutions Specialist (Collections)

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 22 branch offices in southeast Michigan…soon to be 23! We have over 450 team members, more than 150,000 members, $3.9 billion in assets, and a 95% member satisfaction rating for two decades.

We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. With regular coaching and continuing education, we grow champions – team members dedicated to championing the success of our members. Our commitment to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press twelve years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Information about our comprehensive total rewards package can be found here.

Overview of Responsibilities: Protects MSGCU’s assets and develops strong relationships with our members that need special assistance. Analyzes risk through an understanding of MSGCU’s collection policies and procedures in conjunction with the laws pertaining to the collection of accounts, fair debt collections practices, and bankruptcy.

Essential Duties and Responsibilities:

• Manages and resolves past due accounts across various products including real estate, unsecured loans, credit cards, and share accounts. Contacts members to negotiate payment arrangements that restores accounts to good standing. Maintains a high level of professionalism and empathy in all interactions to strengthen member relationships.
• Analyzes member’s overall relationship with MSGCU to develop tailored solutions that enhance cash flow, stabilize member finances, and minimize organizational loss.
• Utilizes collection software to maintain accurate and comprehensive records of all collection efforts. Keeps leadership informed about account statuses and collection activities to ensure ongoing alignment with organizational goals.
• Investigates suspicious activities to identify potential fraud. Ensures all collection practices and ensures all collection practices adhere strictly to state and federal regulatory standards.
• Utilizes skip tracing techniques to locate members and collateral effectively. Coordinates the repossession process and oversees accounts handled by external collection agencies.
• Assists in the preparation and review of monthly and quarterly reports, including loan loss, monthly delinquency, charge-offs, metrics, and recoveries.
• Provides support, as necessary, for the broader Repayments Team to ensure excellent support for the organization.

Essential Knowledge, Skills and Abilities:

• Member Focus: Uses active listening skills to gain understanding and determine the needs of others in order to resolve problems, build strong relationships (internal/external), and deliver member-centric solutions.

• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency and enthusiasm.
• Communicates Effectively: Develops and delivers communications (verbal and written) that convey a clear understanding of the unique needs of different audiences.
• Instills Trust: Gains the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Exemplifies courage by stepping up to address difficult issues.

• Self-Development: Actively seeks new ways to grow and be challenged using formal and informal development channels.

• Proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint) and the ability to operate standard office equipment.
• Knowledge of simple cash accounting records and mathematical proficiency.
• Understands the basic civil legal process and knows when to place accounts for claim and delivery, civil suit for judgment etc.
• Functional understanding of bankruptcy laws, fair debt collection practice, and skip tracing techniques.

Essential Preparation and Experience:

• High school diploma or GED; and
• 2 years of collections or financial institution experience.

Working Conditions:

• Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
• Occasionally required to travel throughout MSGCU's service area as business needs require.
• Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 10 pounds.

Compensation and Benefits:

Competitive salaries are just the starting point for MSGCU team members. Generous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job.

• Base hourly pay begins at $21.25 / hour
• Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k)
• You will enjoy 12 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date)