Member Solutions Administrator

Where Banking Feels Like Belonging

At APGFCU, our values are at the heart of everything we do, empowering us as leaders in the credit union movement. We prioritize purpose and connection in how we serve our members, co-workers and communities - helping to navigate life's little and big moments.

Who we are:

As a member-owned, not-for-profit credit union, APG Federal Credit Union (APGFCU) empowers our members with financial products and services to support them at every stage of their financial lives, helping them become money smart and financially independent. We proudly serve people in:

• Harford County
• Cecil County
• Baltimore County
• Baltimore City

We believe banking should feel personal, supportive, and human. That goes for our members and our employees. Here, you're not just filling a role - you're making a difference in your community.

Our team lifts each other up and our leaders invest in your growth. We celebrate wins, recognize and value contributions, and support each other through challenges. We strive for meaningful connections across our teams, because that's what belonging is all about.

Let's build something meaningful together.

Role Summary:

Under the direction of the Manager, Member Solutions, this role is responsible for supporting the administration of collection and recovery operations, including frontline collections, bankruptcies, estates, repossessions, collateral claims, negative share accounts, and charged-off loans. The position serves as a key operational support resource for the department by managing recovery-related processes, coordinating with attorneys and third-party vendors, processing funds transfers, and maintaining collection documentation. Success in this role requires strong organizational skills, attention to detail, regulatory compliance knowledge, and the ability to manage multiple administrative and collection-related responsibilities in a fast-paced environment.

Key Responsibilities:

• Support Collection and Recovery Operations (30%): Administer daily collection support activities including batch letter processing, funds transfer requests, collection documentation, re-age processing, account monitoring, and frontline collection support.
• Manage Repossession and Total Loss Administration (15%): Process repossession notifications, certified mail tracking, redemption requests, deficiency balance placements, collateral protection insurance claims, and total loss account administration.
• Administer Bankruptcy, Estate, and Legal Accounts (15%): Process bankruptcy, deceased member, legal, foreclosure, and replevin notifications while coordinating documentation and communication with attorneys and external partners.
• Coordinate Internal and External Communications (10%): Monitor department email queues, respond to inquiries, support branch and internal partners, and facilitate communication with attorneys, vendors, and members.
• Maintain Records and Compliance Documentation (10%): Ensure accurate account maintenance, collection records, settlement logs, legal documentation, and regulatory compliance throughout the recovery lifecycle.
• Support Recovery and Skip Tracing Activities (5%): Assist with locating members, documenting collection efforts, maintaining recovery reports, and supporting charged-off loan recovery initiatives.
• Assist with Training and Team Support (5%): Support employee training efforts and provide backup coverage for team members when operational needs are required.
• Contribute to Departmental Success (10%): Complete assigned projects, maintain compliance training requirements, and support continuous improvement efforts within Member Solutions.
• Physical Demands: Most of the work is performed in an office environment and involves prolonged computer use, data entry, document review, telephone communication, and interaction with internal and external business partners. The employee will regularly sit, communicate with others, handle documents, and occasionally transport files or office materials weighing up to 25 pounds. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the role.

A Typical Day in the Role:

• Process daily collection letters, funds transfers, incoming mail, and department email requests.
• Review and update collection, bankruptcy, legal, estate, and recovery accounts within applicable systems.
• Coordinate with attorneys regarding bankruptcy filings, legal placements, proof-of-claim submissions, and case closures.
• Process repossession-related documentation, certified mail notices, redemption requests, and total loss deficiencies.
• Respond to branch and internal department inquiries regarding collection and recovery accounts.
• Perform account research, skip tracing activities, and documentation reviews to support recovery efforts.
• Finalize settlements, maintain tracking logs, prepare correspondence, and support year-end tax reporting processes.
• Assist team members with operational questions, workflow priorities, and training activities while ensuring compliance with departmental procedures.

Additional:

Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position (Bank Secrecy Act, Information Security as examples, if applicable).

Qualifications:

• High school diploma or equivalent required; additional specialized training in credit and collection practices, regulations, or financial services preferred. Equivalent experience may be substituted for education.
• Minimum three years of experience in collections, recovery operations, lending support, or financial services.
• Knowledge of collection practices, charged-off loan recovery, repossession processes, legal placements, and bankruptcy administration.
• Understanding of profit and loss recovery concepts and collection-related regulations.
• Strong organizational, analytical, and problem-solving skills with exceptional attention to detail.
• Excellent verbal, written, and interpersonal communication skills.
• Experience with skip tracing techniques and collection support processes preferred.
• Proficiency in Microsoft Excel, Word, Outlook, and other business applications.

What Success Looks Like:

• Accurately and efficiently processes collection, recovery, bankruptcy, legal, estate, and repossession activities.
• Maintains complete and compliant documentation across all assigned accounts and workflows.
• Consistently meets deadlines while balancing multiple administrative and operational responsibilities.
• Delivers responsive support to internal departments, attorneys, vendors, and team members.
• Demonstrates strong attention to detail and minimizes operational errors.
• Identifies opportunities to improve workflows, efficiency, and departmental service levels.
• Builds positive working relationships and contributes to a collaborative team environment.
• Upholds APGFCU values while ensuring compliance with applicable regulations, policies, and procedures.

Compensation: $46,800 - $74,800 annually

Offers are based on experience and education.

APGFCU provides comprehensive benefits such as medical and dental (shared expense), vision, 401(k), life and disability insurance, flexible spending account, employee assistance program, referral program, educational assistance, holidays, annual leave and sick leave.

Equal Opportunity Employer:

APGFCU is proud to be an Equal Opportunity and Affirmative Action employer. We are committed to creating a workplace where everyone feels welcome and supported. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, or any other protected status under applicable federal, state, or local law. If an accommodation is needed during the hiring process, please emailHR@apgfcu.com.

Employment with APGFCU is at-will, meaning that either you or APGFCU may terminate the employment relationship at any time, with or without cause or notice.

APGFCU participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. You can view the details by clicking here or returning to the careers homepage.

APGFCU participa en E-Verify y proporcionara al gobierno federal la informacion de su Formulario I-9 para confirmar que usted esta autorizado para trabajar en los EE.UU.. Puede ver los detalles haciendo clic aqui o regresando a la pagina de inicio de carreras profesionales.