Member Financial Solutions Support Assistant

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.

Hours

Location

• 5510 Heritage Oaks Drive, Pensacola, FL 32526
• 141 Security Drive, Winchester, VA 22602

Company