Member Solutions Collections Representative

Washington State Employees Credit Union • Olympia, WA

6d • $24 - $36 • Hybrid

About The Position

Collections at WSECU is different than what you might expect! Our goal is to provide financial solutions to assist members during life-changing situations—this is why we’re called “Member Solutions.” In this role, you will be integral to the financial health of our members and the credit union as a whole. As a Member Solutions Representative, you’ll have the opportunity to work on a team that truly cares about members and their financial success. Acting as a consultant, assisting members who are struggling with credit difficulties, you’ll make a difference by guiding members toward relevant solutions and counseling them on their financial options. What your day may include: Recommending accounts for repossession and charge-off accurately and efficiently Initiating collection calls on all delinquent consumer loans, ensuring all legal practices are followed Meeting quality assurance and productivity standards Helping maintain the Department’s Phone Service Level Conduct skip tracing activity to generate potential leads on our members and or collateral Obtaining and negotiating flexible and attainable payment options for borrower(s) Ensuring regulation of financial regulations including FDCPA, FCRA, and SCRA Accommodating service requests and performing work accurately and efficiently Utilizing effective communication and negotiation skills to calm unhappy members and resolve any negative situations.

Requirements

• Minimum of one (1) year of customer service experience
• Proficient in Microsoft Office applications, ability to master WSECU computer operating systems
• Tactful, effective communication skills (listening, speaking, writing)
• Excellent interpersonal skills, including the ability to negotiate using persuasive verbal and written communication
• Using sound judgement with sensitive and confidential information
• Ability to communicate information in a positive and diplomatic manner over the telephone
• Ability to analyze and interpret statements and use open-ended questions to obtain information
• Ability to calculate interest rates and percentages and to research and solve numeric discrepancies
• Data entry experience, ability to accurately type 50 words per minute or more, ability to operate a 10-key accurately

Nice To Haves

• Minimum of three (3) year of customer service experience
• One year work experience with multitasking within multiple technologies
• Previous collection or lending experience, knowledge of debt collection, lending and financial regulations (FDCPA, FCRA, and SCRA)
• Experience working towards deadlines, sales targets or KPIs in a previous role

Responsibilities

• Recommending accounts for repossession and charge-off accurately and efficiently
• Initiating collection calls on all delinquent consumer loans, ensuring all legal practices are followed
• Meeting quality assurance and productivity standards
• Helping maintain the Department’s Phone Service Level
• Conduct skip tracing activity to generate potential leads on our members and or collateral
• Obtaining and negotiating flexible and attainable payment options for borrower(s)
• Ensuring regulation of financial regulations including FDCPA, FCRA, and SCRA
• Accommodating service requests and performing work accurately and efficiently
• Utilizing effective communication and negotiation skills to calm unhappy members and resolve any negative situations.

Benefits

• Medical, Dental, Vision, and Life Insurance with Premiums paid by WSECU
• Full-Time Regular employees accrue general leave and sick leave, on a monthly basis
• Part-Time employees accrue general leave, on a monthly basis
• 11 Paid Holidays
• Employer paid Long Term Disability & Long Term Care plan for Full-Time employees
• Employer paid Long Term Care plan for Part-Time employees
• 401(K) with 8.5% Contribution by WSECU to begin 1st quarter after 1 year of service
• Paid Volunteer Leave
• Tuition Assistance
• Employee Assistance Program & Employee Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees