Member Debt Representative II

Employment Type

: Full-Time


: Customer Service/Call Center

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Strategic Staffing Solutions (S3) prides itself on being an international IT Staffing and Solutions Company with 29 years experience recruiting and managing exceptional IT and Business consultants for customers in the Financial, Energy, Public Sector and Retail Distribution industries. A privately held, financially strong, woman-owned company, S3 is a full service IT firm, with 24 major market locations in the U.S!

Title: Member Debt Repetitive II

Location: San Antonio, TX

Type: W2

Contract: 12 months possibly longer

Positions: 8


The Member Debt Representative is responsible for understanding member's needs and delivering intelligent personalized solutions and education that will improve their overall financial security. Payment arrangements may be negotiated to minimize loss to the organization. In addition, this role protects the financial interests of our customer by communicating with members, non-members and/or external third parties to collect and resolve delinquent accounts. Accounts are handled and worked in accordance with operational standards; follows the Fair Debt Collection Protection Act (FDCPA) and all local, state and federal laws pertaining to loan verification and collection.

Job Overview


1. Uses established procedures and job experience to carry out and resolve moderately complex to complex work assignments and conducts member research as necessary.

2. Serves as a resource to less experienced team members.

3. Contacts members in all stages of delinquency and across all USAA product lines through automated and manual outbound dialing; receives inbound collections and general servicing calls.

4. Under limited supervision, performs individual member needs assessment to quickly determine the member's reason for delinquency and provide customized solutions and advice to improve their financial security. Negotiates mutually satisfactory payment arrangements.

5. Actively uses and educates members on the debt analyzer and money manager tools on

6. Completes required account verification, account maintenance, and documents all contact and collection attempts.

7. Utilizes extensive skip tracing tactics such, Lexis/Nexis, Accurint and ordering door-knocks to locate members' addresses and phone numbers.

8. Follows the Fair Credit Reporting Act (FCRA) and all other applicable local, state and national laws and regulation surrounding thecollection industry.

Relation to Other Positions

  • This position is an individual contributor role and directly reports to leadership roles within the organization.

Work Conditions

  • This position resides in a General Office environment.
  • Ability to work non-standard hours. Work schedules may vary between the hours of 7:00 a.m. to 6:00 p.m. Monday through Thursday, and rotating Friday/Saturdays from 7:00 a.m. to 11:00 a.m.
  • Overtime may be required as necessary.
  • Travel is not required.

Measures of Performance

  • Performance for this position will be measured through a standard performance appraisal instrument on a mid-year and annual basis. Additionally, this position will have set goals, projects and metrics associated with the role that will be measured as part of the performance evaluation process.


  • Work requires utilization of the standard office equipment, including computers, faxes, telephones, and headsets.

Employee Qualifications

Minimum Experience

  • One year collections customer contact/sales or financial advice experience OR

Minimum Education

  • High School Diploma or GED equivalent required

Preferred Education

  • Bachelor's


Strategic Staffing Solutions (S3), based in Detroit, Michigan, prides itself on being an international, woman-owned, $260 million IT and Business Services Corporation. We are ranked 16th among the largest staffing firms in the US by Staffing Industry Report and are one of five companies nationally certified as a Charter Partner with Staffing Industry Analysts. S3 provides IT consulting, customized project solutions, vendor management programs and executive search services to financial institutions, insurance, energy, oil/gas, telecommunication, government, retail and health care industries worldwide. We have more than 2,700 consultants and 31 offices in the US and Europe.S3 is also proud to be nationally recognized as both a Military Friendly and Military Spouse Friendly Employer.

As an S3 employee, you re eligible for a full benefits package which may include: Medical Insurance, Dental Insurance, Vision Insurance, 401(k) Plan, Vacation Package, Life & Disability Insurance Plans, Flexible Spending Accounts, and Tuition Reimbursement.

The global mission of S3 is to build trusting relationships and deliver solutions that positively impact our customers, our consultants, and our communities. The four pillars of our company are to: Set the bar high for what a company should do, Create jobs, Offer people an opportunity to succeed and change their station in life, and improve the communities where we live and work through volunteering and charitable giving.

Strategic Staffing Solutions is an Equal Opportunity Employer

Job Requirements:
debt collections
Associated topics: audit, balance, biller, collection, commercial, insurance, loan, mitigation, past due, payment

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