Member Solutions Collections Representative

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 http://wsecu.org/.