Member Financial Solutions Support Assistant

Overview

To provide a variety of administrative duties in support of the Collections Division. To evaluate, research, and resolve inquiries from members and internal partners. Assist members, internal partners, and external third parties via inbound calls, directing them to the appropriate department. Operates under supervision and through established policies and procedures.

Responsibilities

• Answer in-bound calls for the Collections Division and transfer them to the correct department in a timely manner while providing first-in-class member experience.

• Monitor, sort, and distribute incoming correspondence received through various channels to the appropriate department.

• Create, review and approve outgoing letter correspondence leveraging established templates and guidelines and oversee third-party batch letter releases.

• Identify, investigate, and resolve debit payment exceptions ensuring accuracy, timeliness, and compliance with established policies and documentation requirements.

• Research and correct payments rejected by the Remittance Department.

• Prepare general ledger entries.

• Monitor, review, and complete system access requests for employee role changes, including new hires, promotions, separations, etc.

• Ensure all personnel position moves are correctly processed in My HR System and documented in the Collections Request Manager Systems through monthly systems audits

• Complete consumer loan extension requests, ensuring eligibility, accuracy, timeliness and compliance with internal and external policies regulations.

• Monitor and resolve member assistance exceptions.

• Monitor and update various reports.

• Review and update procedures as required.

• Participate in projects including process improvement and systems updates or implementation

• Perform research, data gathering and basic analysis.

• Mentor and train team members, providing guidance and assistance as needed.

• Act as a liaison between Collections divisions in support of operational efficiency and effectiveness.

• Ensure compliance with established policies and procedures regarding handling of confidential financial and member information and documents, and physical security.

• Perform other duties as assigned.

Qualifications

• Experience in performing administrative support functions.

• Effective clerical, technical, or administrative skills.

• Effective organizational, planning, and time management skills.

• Effective skill presenting findings, conclusions, alternatives, and information clearly and concisely.

• Effective skill exercising initiative and using good judgement to make sound decisions.

• Effective skill reviewing documents for errors, inconsistencies, or missing information.

• Effective database, word processing, spreadsheet, and presentation software skills.

• Effective skill applying research and interpretation of findings to respond to requests.

• Basic research, analytical, and problem-solving skills.

• Effective skill following, interpreting, and applying guidelines, procedures, practices, and regulations.

• Effective skill communicating with all levels within an organization.

• Effective skill maintaining accuracy with attention to detail and meeting deadlines.

• Effective skill interacting tactfully and effectively in difficult situations.

• Effective interpersonal, verbal, and written communication skills.

• Ability to multi-task.

• Ability to maintain confidentiality.

• Ability to work independently and in a team environment.

Additional Information:

Hours:

• Monday - Friday, 9:00AM - 5:30PM

Location:

• 5510 Heritage Oaks Drive, Pensacola, FL 32526

• 141 Security Drive, Winchester, VA 22602

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