Account Solutions Representative/Senior Account Solutions Representative
About The Position
Join a Legacy of People Helping People Serving the South Sound since 1934, TAPCO Credit Union has been built on a simple yet powerful philosophy: People Helping People. As a not-for-profit financial cooperative, we’re deeply rooted in Pierce County, proudly serving generations of members and our communities. At TAPCO, our employees are the heart of our mission. We foster a culture of trust, collaboration, curiosity, and respect, where every individual can bring their authentic self to work, grow in their career, and make a meaningful impact. We’re committed to diversity, equity, inclusion, belonging, and accessibility, ensuring that every voice is valued and every team member has the opportunity to thrive. When you join TAPCO, you’re not just starting a job; you’re joining a community that believes in supporting one another, learning together, and making a difference every day. Come experience the TAPCO difference and help us continue our legacy of service, innovation, and care for our communities. Position Purpose At TAPCO, our Account Solutions Representatives and Senior Account Solutions Representatives work with past due members to reach a suitable arrangement to restore their loans to current status. These roles go beyond basic collections—team members in these positions build meaningful connections, support financial wellness, and create welcoming environments for every member who needs our support. While Account Solutions Representatives focus on delivering a high volume of outbound calls to early cycle past due borrowers, Sr. Account Solutions Representatives take on additional responsibilities, including loan workouts, settlements, legal action, member escalations, and mentoring team members. The starting position and rate of pay are based on the candidates’ experience, qualifications and education.
Requirements
- High School diploma, or equivalent
- Previous experience in collections, lending, or financial operations involving communicating with the public directly
- Knowledge of collection practices and federal/state collection regulations
- Good verbal communication skills with ability to calm and persuade unhappy members
- Good negotiation skills
- Ability to perform basic math calculations (addition, subtraction, multiplication, division, percentages). Knowledge of basic accounting and bookkeeping principles
- Professional appearance, dress and attitude
- Ability to use related computer software, Microsoft Office products and business equipment, including adding machine, copy machine, coin and money counting machines
- Flexibility is necessary as an employee’s job responsibilities may change at any time during employment.
- Three or more years of progressive collections experience required, to include post charge off, high risk, deficiency balances or real estate collections.
- Comprehensive knowledge of local, state and federal regulations including the Washington State Foreclosure Fairness Act, Consumer Financial Protection Bureau (CFPB) rules and regulations surrounding short sales, foreclosures and deed in lieu of foreclosure.
Responsibilities
- Perform transactions and job duties consistently within standards and in accordance with the guidelines of NCUA laws and regulations, and the Fair Debt Collection Act. Attend work related courses, seminars, and pursue a program of self-development.
- Work within legal guidelines to protect the Credit Union and our Members.
- Ensure delinquent accounts are brought current by identifying problems and creating a resolution. Arrange and negotiate new payment schedules, modifications, extensions or other workout solutions.
- Work independently and as a team member with ownership of collection queues. Handle a high volume of calls both inbound and outbound from members and branches. Maintain a high level of confidentiality within the account solutions function and administrative offices relative to any information received directly or indirectly.
- Provide status of delinquent accounts through effective communication, regular reporting, and accurate documentation of all collection efforts.
- Investigate and attempt to locate members that have skipped by contacting and speaking with the borrower's relatives, past employers, third party agencies, and other skip tracing tools.
- Embeds diversity, equity, inclusion, belonging, and accessibility (DEIBA) into your daily workflow.
- Take ownership and responsibility for complicated loan relationships and member/branch escalations.
- Negotiate pay offs, settlements, and conduct analysis on Troubled Loan Modifications (TLM) loans according to TAPCO Credit Union guidelines using decision making authority.
- Review and analyze all loan workout requests from the membership and make appropriate recommendations to the Director of Loan Servicing.
- Coordinate with other Lending department employees to provide feedback for potential underwriting changes based upon past collection activity.
- Ensure timely and proper disposition of repossessed collateral through effective control of the asset. Evaluate whether it is financially cost effective to repossess the collateral based on all circumstances including condition and value, document communication and action in detail.
- Initiate and collect all necessary data for legal action including but not limited to repossession replevin suits, towing notices, and other claims as required to recover assets. Work with attorneys and other third-party vendors, to report on legal cases and communicate progress with other collectors.
- Contribute to training and mentoring of new and existing collections representatives as directed by the Director of Loan Servicing, acting as the Subject Matter Expert for other collections representatives.
Benefits
- 100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time employees.
- 50% Employer-paid spouse coverage.
- 65% Employer-paid dependent children coverage
- Flexible Spending Account (FSA)
- Dependent Care FSA
- Health Savings Account (HSA)
- 401(k) Plan with up to 7% match
- 100% Employer-Paid Life Insurance/AD&D package
- Paid Vacation and Sick Time
- 11 Paid Holidays + 1 Floating Holiday
- Optional Short- and Long-Term Disability
- Employee Assistance Program
- 40 paid volunteer hours
- Shared Bonus Plan (when company goals are achieved)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
