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