Job Description
WSECU is a credit union focused on providing financial solutions to assist members during life-changing situations. The Member Solutions Collections Representative will guide members struggling with credit difficulties, recommending appropriate solutions and counseling them on their financial options. 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 SCRAAccommodating service requests and performing work accurately and efficiently Utilizing effective communication and negotiation skills to calm unhappy members and resolve any negative situations Skills 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 Reliable, high-speed home internet connection Private, confidential workspace, away from distractions and other people Suitable desk/surface and desk chair Full time, minimum 40 hours per week with scheduling flexibility to meet service needs for this non-exempt position 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 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 Company Overview WSECU was founded in 1957 as a small, community-driven credit union for Washington State employees. It was founded in 1957, and is headquartered in Olympia, Washington, USA, with a workforce of 501-1000 employees. Its website is