Member Solutions Collections Representative

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.

What you bring to the team:

• 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

Bonus points if you have:

• 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

Competitive pay: $24.05 - $36.07 per hour, dependent on relevant qualifications, plus an annual discretionary incentive plan and benefits package

• The target starting pay for this position is $
  ** 24.05 - $30.06 per hour,
  _typically within the first half of the range**. Actual offers will be based on individual qualifications relevant to the role and will not take an applicant’s pay history into account.
• The range above allows our employees room for growth through annual merit and other pay increases during their tenure in the position.

Position location: 330 Union Ave, Olympia WA. Employees must reside and perform all work in the state of Washington. This is a work from home position except for occasional on-site training, meetings and specific organization events.

Working from home/hybrid requirements:

• Reliable, high-speed home internet connection
• Private, confidential workspace, away from distractions and other people
• Suitable desk/surface and desk chair

When you’d work: Monday-Friday between the hours of 8:00 am-6:00 pm with rotating Saturday hours of 9:00 am-2:00 pm, Full time, minimum 40 hours per week with scheduling flexibility to meet…