Location: Midland, Michigan
Job Type: Full-Time
Schedule: Monday–Friday, 8-hour shifts
Compensation: Starting at $23.00 per hour, plus quarterly and annual incentives
About Dow Credit Union
In 1937, the country was still in the throes of a severe economic depression that underscored the need for a workable financial plan to enable Dow employees to save for emergencies and obtain convenient, low-cost credit. Two Dow employees heard about the credit union movement, and the rest is history.
Today, Dow Credit Union serves more than 70,000 members and manages over $2 billion in assets. The organization's mission has always been to serve its members by providing exceptional value and outstanding service. To accomplish this, Dow Credit Union is committed to hiring and retaining loyal, team-oriented employees who demonstrate integrity, professionalism, and genuine care for members.
Dow Credit Union offers competitive compensation, quarterly and annual incentive opportunities, comprehensive medical, dental, and vision insurance, a 401(k) retirement plan, paid holidays, and generous paid time off. The organization values diversity, equity, and inclusion and is proud to be an equal opportunity employer.
Position Summary
Dow Credit Union is seeking a full-time Member Solutions Specialist to help members overcome financial challenges while protecting the financial health of the credit union. This position combines customer service, lending knowledge, loss mitigation, collections, and credit counseling to develop solutions that benefit both members and the organization.
The successful candidate will build strong member relationships, negotiate repayment solutions, monitor delinquent accounts, and recommend appropriate loss mitigation strategies while maintaining professionalism and empathy throughout every interaction.
Essential Duties and Responsibilities
Member Solutions & Credit Counseling
- Build positive relationships with members while resolving delinquent accounts and preventing losses.
- Use customer service, communication, and problem-solving skills to negotiate repayment solutions that benefit both the member and the credit union.
- Assist members with establishing repayment plans that fit their financial circumstances.
- Help members navigate mortgage solutions, including:
- Foreclosure
- Short sales
- Loan modifications
- Deeds-in-lieu of foreclosure
- Forbearance
Collections & Loss Mitigation
- Review past-due accounts and recommend appropriate escalated debt collection actions.
- Make recommendations regarding courtesy pay eligibility and loan eligibility.
- Collaborate with credit counseling agencies to assist members with financial recovery.
- Attend court hearings as a representative of Dow Credit Union involving:
- Small claims
- Subpoenas
- Bankruptcy proceedings
- Fraud cases
Account Research & Fraud Prevention
- Perform skip-tracing and investigative research to locate members and collateral.
- Monitor deposit accounts for fraudulent activity, including:
- Check kiting
- Counterfeit items
- Empty envelope deposits
- Analyze financial information and recommend appropriate courses of action.
- Help protect the financial stability of the credit union while assisting members in improving their financial situations.
Required Qualifications
Experience
- One year of customer service, debt collections, lending, or call center experience required.
- Two years of debt collections or credit counseling experience preferred; however, multiple factors will be considered.
Knowledge, Skills, and Abilities
- Knowledge of debt collection procedures, regulations, and acceptable collection practices.
- Knowledge of the Fair Credit Reporting Act (FCRA) and the Fair Debt Collection Practices Act (FDCPA).
- General knowledge of consumer lending and mortgage lending processes.
- Ability to gather, analyze, and compile financial data.
- Strong customer service and relationship-building skills.
- Excellent written and verbal communication skills.
- Strong analytical, organizational, and decision-making abilities.
- Ability to effectively prioritize multiple responsibilities.
- Ability to remain calm and maintain emotional control under stressful situations.
- Flexible and patient while managing interruptions.
- Ability to handle confidential information with professionalism and discretion.
- Proficiency with computers and software applications.
- Valid driver's license required.
Work Schedule
- Full-time position.
- Typical schedule consists of 8-hour shifts, Monday through Friday.
- Travel by vehicle up to 50 miles per month may be required.
Why Join Dow Credit Union?
Dow Credit Union is committed to supporting both its members and employees by providing:
- A collaborative and mission-driven work environment.
- Opportunities for professional growth and career advancement.
- Competitive compensation and comprehensive benefits.
- Quarterly and annual incentive opportunities.
- The opportunity to make a meaningful impact by helping members regain financial stability while supporting the success of the credit union.
If you are passionate about customer service, lending, loss mitigation, and helping people improve their financial well-being, Dow Credit Union encourages you to apply.
