Account Solutions Representative

TAPCO Credit Union • Tacoma, WA

1d • Onsite

About The Position

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.

Core Competencies
Member Focus : Prioritizes the needs, preferences, and experiences of members (stakeholders) by delivering exceptional service, building trust, and creating value. This competency ensures alignment with the organization's mission to serve and support its members (stakeholders) effectively.
Instills Trust : Builds and maintains confidence and credibility with others through consistent, honest, and ethical behavior. This competency is fundamental to fostering strong relationships, collaboration, and a positive organizational culture.
Drives Results : Consistently delivers high-quality outcomes by setting clear goals, maintaining focus, and ensuring accountability. It involves a results-oriented mindset that prioritizes efficiency, performance, and the achievement of objectives.
Cultivates Innovation : Inspires, generates, and implements creative ideas that improve processes, products, services, or organizational outcomes. It reflects a mindset focused on curiosity, experimentation, and the encouragement of fresh perspectives.

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
• Ability to use related computer software, Microsoft Office products and business equipment, including adding machine, copy machine, coin and money counting machines
• Must be eligible for and able to maintain bondability as a condition of employment

Nice To Haves

• 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

Responsibilities

• Performs 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
• Works within legal guidelines to protect the Credit Union and our Members
• Ensures delinquent accounts are brought current by identifying problems and creating a resolution.
• Arranges and negotiates new payment schedules, modifications, extensions or other workout solutions
• Works independently and as a team member with ownership of collection queues.
• Handles a high volume of calls both inbound and outbound from members and branches
• Maintains a high level of confidentiality within the account solutions function and administrative offices relative to any information received directly or indirectly
• Provides status of delinquent accounts through effective communication, regular reporting, and accurate documentation of all collection efforts
• Investigates and attempts 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

Benefits

• 100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time teammates
• 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
• Community impact, on us (Up to 40 paid volunteer hours)
• Shared Bonus Plan ( when company goals are achieved )

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED