• Member Solutions Representative

    Access Dubuque (Dubuque, IA)


    Member Solutions Representative

    Dupaco Community Credit Union

    1 Positions

    ID: MEMBE002915

    Posted On 10/07/2025

     

    Job Overview

     

    The Member Solutions Representative helps members resolve early-stage delinquent loans and accounts through proactive outreach and personalized support. This phone-based role involves managing daily account queues, making and receiving calls, and documenting all member interactions. Representatives work with members to identify repayment options, set up short-term payment plans, and connect them to additional solutions such as loan refinances, financial counseling, or money makeovers. Success in this role requires balancing compassionate service with strong performance in call volume, follow-up, and account management. As a trusted financial partner, the Member Solutions Representative embodies Dupaco’s core values of trust, empathy, relationship-building, and advocacy while helping members regain financial stability.

    Dupaco Values:

    Demonstrates Dupaco Values: Rooted in Trust, Empathetic Understanding, Strengthening Relationships, Advocate for All and Invest in You

    What You'll Do:

    + Assist members with delinquent accounts both with inbound and outbound calling.

    + Review assigned queues daily and initiate appropriate collection actions on delinquent loans and other accounts.

    + Contact members and cosigners via phone, email, and correspondence; obtain payments or promises to pay.

    + Work with members to create repayment plans (typically 3–4 months) to bring loans current; ask detailed questions regarding hardship and recommend appropriate solutions such as money makeover or loan refinance referrals.

    + Send required notices and correspondence (e.g., right to cure, right of offset) and ensure proper documentation of all member communications.

    + Assist other credit union departments with collection efforts as needed.

    + Resolve member issues and requests within 24–48 hours whenever possible.

    + Perform other duties as assigned.

    You'll need:

    + High school diploma or equivalent (ie. GED).

    + 1+ year of customer service or related experience preferred. Collections or financial services experience is helpful but not required.

    + Interpersonal skills are necessary to provide excellent service to our members and represent the credit union in a positive way.

    + Basic knowledge of consumer loan collection procedures and applicable legal requirements (FDCPA and relevant state regulations) preferred.

    + Ability to problem solve.

    + Demonstrated ability to accurately calculate payment plans.

    + Proficiency in computers; ability to learn in-house application software knowledge and the ability to manage various programs and systems.

     

    Primary Contact

     

    114365

     

    Matt Hostert

     

    Senior Recruiting Specialist, Human Resources

     

    563-557-7600, ext. 2564

     

    Phone

     

    Phone

     

    Phone

     

    Fax

     

    [email protected]

     

    Email

     

    True

     

    False

     

    True

    Job Details

    Categories

     

    Banking/Mortgage/Financial Services

     

    Cashier

     

    Customer Service

     

    Location

     

    Dubuque, IA

     

    Job Type

     

    Employee

     

    Full/Part

     

    Full Time

     

    Company ID

     

    986

     

    Job REQ #

    MEMBE002915

    \# Positions

    1

     

    Start Date

     

    20251007

     

    End Date

     

    20251129

     

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    Share this Job

     

    Dupaco Community Credit Union

     

    About the Company

     

    Dupaco Community Credit Union is a not-for-profit financial cooperative. When we help our members save money—with a savings account, lower loan rates, fewer service fees, low-cost insurance, financial education and more—we help grow the whole credit union. It’s people helping people. Learn more about us at www.dupaco.com (https://www.dupaco.com/about/) .

     

    A Dupaco career is different.

     

    We’re a diverse crew of caring, passionate, and fun-loving people who work together toward a higher purpose- to always look out for our members’ best interests. That promise is at the center of everything we do. And we have plenty of career opportunities for thoughtful, genuine, and motivated people who can help us deliver.

     

    Our culture is built to empower and inspire you every single day. When you get here, you’ll know that your voice is valued and heard. And you’ll find new and unique ways to make a positive impact just by being you.

     

    See more perks you'll love (https://www.dupaco.com/about/dupaco-careers/)

     

    _Dupaco Community Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sex, age, sexual orientation, gender identity, status as a protected veteran, or status as a qualified individual with disability._