Member Solutions Collections Representative

Washington State Employees Credit Union • Olympia, WA

6h • 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.

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) years 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 Premium options covered 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: Mid Level
• Education Level: No Education Listed