Downeast Credit Union is a member-owned financial cooperative created in 1941 to provide additional value and financial options to its membership. We partner with our members and tailor our products and services to meet their specific individual needs. Our credit union is much different than a bank, with our sole purpose being to continually improve the financial well-being of all members collectively – not just a few stockholders. Our credit union promotes a “People helping People” philosophy and culture; a culture where we serve people, not profit.

We are searching for two Member Service Representatives for our Richmond Branch. The chosen candidates will become an advocate for our membership and will assist our team in accomplishing all objectives associated with the “People helping People” philosophy.

Position Purpose

To serve as a liaison between the members and the credit union; Provide account information by phone or in person, as well as information on the full range of credit union products and services; To resolve issues and professionally handle the members’ daily needs; To provide a variety of transactional services to members.

Job Responsibilities:

• Greet and welcome members and visitors to the credit union in a professional manner. Provide prompt, efficient, and accurate service in the processing of transactions.
• Provide in-person and by-telephone general and specific service-related information concerning credit union services or policies, including types of available accounts, interest and dividend rates, payroll deduction options and other related services and fees associated with transactions.
• Respond to email or other electronic requests submitted by members, again providing professional, prompt, efficient, and accurate service, and information.
• Respond to members’ requests, problems, and complaints, and | or direct them to the appropriate person for specific information and assistance.
• Perform routine member transactions including deposits, withdrawals, cash advances, loan payments, CD transactions, transfers, check cashing, and Visa payments.
• Promote credit union products and services based on members’ needs.
• Process member mail | night drop transactions.
• Research accounts for deposit, withdrawal, and loan payment discrepancies.
• Assist members in balancing their accounts.
• Assist members with automatic transfers and payment scheduling.
• Represent the Credit Union in a courteous and professional manner.
• Provide members with the forms necessary to transact business with the credit union.
• Verify transactions, monitor deposit amounts, and examine documents for endorsement and negotiability.
• Balance daily transactions and verify cash totals. Investigates and resolves out-of-balance conditions. Detect and resolve discrepancies promptly.
• Represent and explains credit union services and products to members and assists in meeting their financial needs.
• Travel to other branches when needed.
• Assume responsibility for cross-selling of all credit union products & services to help meet the financial needs of our members.
• Perform specifically assigned side jobs and assist other staff with duties as required.
• Answer questions and solve problems for members by listening to concerns, collecting data, securing answers, and reporting results to the inquiring party.
• Keep supervisor informed of area activities and any significant problems or concerns.
• Ensure that the work area is clean, secure, and well-maintained.
• Follow safety and security rules and regulations.
• Participate in continuing education as approved/recommended by the supervisor.
• Maintain a professional and courteous attitude with all people, including fellow team members, members, management, board members, and outside vendors.
• Maintain knowledge of all State and Federal regulations that apply to the transactions performed in the cashier/teller area.
• Protect and respect credit union equipment and supplies.
• Adhere to and uphold all written policies and procedures of the credit union, including BSA/CIP and OFAC monitoring and reporting, security operation, and personnel policies.
• Ensure that all credit union members’ and team members’ related business is kept in the strictest confidence.
• Treat all credit union members and team members with a positive and cooperative attitude.
• Meet personal | team qualitative and quantitative targets.
• Assist with cleaning of the branch daily.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Please send your cover letter and resume to:  Human Resources at humanresources@downeastcu.com.   You may also stop by any branch of Downeast Credit Union for an application, or
download an application here.

Equal Opportunity Employer

Downeast Credit Union is a member-owned financial cooperative created in 1941 to provide additional value and financial options to its membership. We partner with our members and tailor our products and services to meet their specific individual needs. Our credit union is much different than a bank, with our sole purpose being to continually improve the financial well-being of all members collectively – not just a few stockholders. Our credit union promotes a “People helping People” philosophy and culture; a culture where we serve people, not profit.

We are searching for Part-time Member Service Representatives for our Belfast Branch. The chosen candidate will become an advocate for our membership and will assist our team in accomplishing all objectives associated with the “People helping People” philosophy.

Position Purpose

To serve as a liaison between the members and the credit union; Provide account information by phone or in person, as well as information on the full range of credit union products and services; To resolve issues and professionally handle the members’ daily needs; To provide a variety of transactional services to members.

Job Responsibilities:

• Greet and welcome members and visitors to the credit union in a professional manner. Provide prompt, efficient, and accurate service in the processing of transactions.
• Provide in-person and by-telephone general and specific service-related information concerning credit union services or policies, including types of available accounts, interest and dividend rates, payroll deduction options and other related services and fees associated with transactions.
• Respond to email or other electronic requests submitted by members, again providing professional, prompt, efficient, and accurate service, and information.
• Respond to members’ requests, problems, and complaints, and | or direct them to the appropriate person for specific information and assistance.
• Perform routine member transactions including deposits, withdrawals, cash advances, loan payments, CD transactions, transfers, check cashing, and Visa payments.
• Promote credit union products and services based on members’ needs.
• Process member mail | night drop transactions.
• Research accounts for deposit, withdrawal, and loan payment discrepancies.
• Assist members in balancing their accounts.
• Assist members with automatic transfers and payment scheduling.
• Represent the Credit Union in a courteous and professional manner.
• Provide members with the forms necessary to transact business with the credit union.
• Verify transactions, monitor deposit amounts, and examine documents for endorsement and negotiability.
• Balance daily transactions and verify cash totals. Investigates and resolves out-of-balance conditions. Detect and resolve discrepancies promptly.
• Represent and explains credit union services and products to members and assists in meeting their financial needs.
• Travel to other branches when needed.
• Assume responsibility for cross-selling of all credit union products & services to help meet the financial needs of our members.
• Perform specifically assigned side jobs and assist other staff with duties as required.
• Answer questions and solve problems for members by listening to concerns, collecting data, securing answers, and reporting results to the inquiring party.
• Keep supervisor informed of area activities and any significant problems or concerns.
• Ensure that the work area is clean, secure, and well-maintained.
• Follow safety and security rules and regulations.
• Participate in continuing education as approved/recommended by the supervisor.
• Maintain a professional and courteous attitude with all people, including fellow team members, members, management, board members, and outside vendors.
• Maintain knowledge of all State and Federal regulations that apply to the transactions performed in the cashier/teller area.
• Protect and respect credit union equipment and supplies.
• Adhere to and uphold all written policies and procedures of the credit union, including BSA/CIP and OFAC monitoring and reporting, security operation, and personnel policies.
• Ensure that all credit union members’ and team members’ related business is kept in the strictest confidence.
• Treat all credit union members and team members with a positive and cooperative attitude.
• Meet personal | team qualitative and quantitative targets.
• Assist with cleaning of the branch daily.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Please send your cover letter and resume to:  Human Resources at humanresources@downeastcu.com. You may also stop by any branch of Downeast Credit Union for an application, or
download an application here.

Equal Opportunity Employer

Downeast Credit Union is a member-owned financial cooperative created in 1941 to provide additional value and financial options to its membership. We partner with our members and tailor our products and services to meet their specific individual needs. Our credit union is much different than a bank, with our sole purpose being to continually improve the financial well-being of all members collectively – not just a few stockholders. Our credit union promotes a “People helping People” philosophy and culture; a culture where we serve people, not profit.

Position Purpose

The Member Solutions Manager is a working leader responsible for the performance of the credit union’s collections and loss mitigation function while managing a portfolio of complex or escalated delinquent accounts. Drawing on lending experience, this manager uses a consultative approach to understand member circumstances, evaluate repayment capacity, and identify sustainable solutions within approved authority. The role develops employees, directs priorities, monitors risk and results, oversees staff and CUSO partners, and balances compassionate member service with sound credit judgment and regulatory compliance.

Job Responsibilities:
Member Resolution and Portfolio Management

• Manage an assigned portfolio of complex or escalated delinquent accounts; make approved contacts, negotiate realistic arrangements, and follow through on commitments.
• Use lending knowledge and consultative questioning to understand each member’s financial circumstances, repayment capacity, and barriers. Clearly explain available options and recommend realistic payment plans, workouts, modifications, extensions, or other authorized solutions.
• Document contacts, analysis, promises, decisions, and next steps accurately in the core system, and model respectful, clear, compliant collection practices.
• Analyze aging, roll rates, cures, defaults, broken promises, repossessions, charge-offs, and recoveries; develop action plans for at-risk segments and recommend process improvements.

Team and Operational Leadership

• Set priorities, assign and rebalance queues, ensure timely follow-up, address workflow gaps, and coordinate with Lending, Servicing, Branches, Compliance, and other internal teams.
• Supervise DECU employees through coaching, performance evaluations, training, accountability, and corrective action in coordination with HR.
• Develop Member Solutions Specialist I–III competencies, onboarding, cross-training, and quality assurance; review account notes, contact quality, follow-through, and escalation decisions.
• Maintain and improve procedures, quality checks, recordkeeping, reporting, and escalation controls; support audits, examinations, and remediation.

Specialized Accounts and Third-Party Oversight

• Oversee repossessions, bankruptcy matters, charged-off accounts, recoveries, deceased-member accounts, workouts, and loss mitigation cases, including required notices, approvals, documentation, vendor coordination, and follow-up.
• Coordinate service expectations, handoffs, reporting, documentation quality, outcomes, and escalations with designated CUSO collectors and specialists.
• Maintain credit union accountability for outsourced work while using appropriate CUSO management channels and avoiding employer authority over CUSO personnel.

Compliance and Delegated Authority

• Apply relevant federal and Maine requirements, bankruptcy restrictions, consumer protections, privacy standards, and credit reporting rules; escalate legal interpretations, exceptions, and higher-risk matters to Compliance or counsel.
• Exercise delegated decision within documented limits, approve specified extensions, modifications, settlements, repossession actions, and other loss mitigation decisions.
• Document member circumstances, repayment ability, collateral and loss exposure, alternatives considered, rationale, and approval evidence; escalate matters outside authorized limits.

Required Qualifications:

• Five or more years of relevant experience in consumer lending, collections, loan servicing, credit operations, or loss mitigation, including practical experience evaluating borrower circumstances and recommending appropriate solutions; comparable combinations of experience may be considered.
• Demonstrated success with complex account resolution and coaching or team leadership.
• Working knowledge of consumer lending, credit analysis, delinquency management, loss mitigation, and relevant compliance obligations.
• Strong judgment, active listening, consultative communication, negotiation, written communication, and analytical skills; ability to explain lending and repayment options clearly; and proficiency with core systems and Microsoft Office.

Preferred Qualifications

• Credit union supervisory experience, Symitar familiarity, experience overseeing CUSO or third-party partners, and experience with repossessions, bankruptcy, charge-offs, recoveries, deceased accounts, and workouts.
• Relevant postsecondary education or equivalent experience.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid/Remote in Topsham, ME 04086

Please send your cover letter and resume to:  Human Resources at humanresources@downeastcu.com. You may also stop by any branch of Downeast Credit Union for an application, or
download an application here.

Equal Opportunity Employer