MEMBER SOLUTIONS OFFICER-Hybrid options

At Central Willamette Credit Union, our five core values are more than just words - they guide everything we do. We're dedicated to building local loyalty, connecting with our community, and making life easier for those we serve. To achieve this mission, we seek team members who are passionate about helping others, adaptable to change, eager to learn, and who enjoy a good laugh.

As a Member Solutions Officer, you'll play a key role in supporting our members who may be facing financial challenges. Your compassionate and proactive approach will help guide them toward solutions while protecting the Credit Union from potential losses. You'll be well-versed in our policies and guidelines and stay informed about laws and regulations related to collections. At least one year experience is preferred. Remote will be a possibility after onsite training/evaluation period. 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Cooperate and work with co-workers as a team member creating a positive working environment.
• Ability to work effectively with irate, unpleasant and/or unwilling members, resolving issues and concerns in a professional manner without becoming emotionally involved.
• Aggressively collect delinquent loans and negative accounts in accordance with the Fair Debt Collection Practices Act and Credit Union policy/guidelines to maintain acceptable delinquency and loss ratios.
• Responsible for hands-on daily collection activity of accounts within assigned group.
• Perform payments, payment adjustments and transactions on behalf of, and for, members.
• Assist members with alternate payment arrangements, extension agreements, forbearance agreements, debt management agencies and other special relief provisions when appropriate.
• Process incoming garnishments.
• Maintain detailed collection records; both written and computer generated.
• Accept incoming phone calls.
•  “Skip trace” accounts as needed by exercising resourcefulness and ingenuity.
• Inform members who are filing Bankruptcy of the Credit Union’s Loss and Reaffirmation policies.
• Recommend the need for repossession, foreclosure, legal action, or outside collection agency interactions.
• Work directly with outside vendors including attorneys, repossession agents and collection agencies.
• Prepare periodic reports on collection activities as required and prepare monthly, quarterly, and annual reports for use by management as directed.
• Participate and assist in the development of procedures for the departments.
• Assist employees in understanding policies, procedures, and practices of the Credit Union.
• Assist with coordinating and performing training for current or new department staff as needed.
• Maintain familiarity with credit union policies and procedures, as well as state and federal laws relating to collections.
• Promote, cross-sell, and explain Credit Union products and services in a professional and consistent manner to members.
• Assist members with credit correction requests & disputes.
• Assist with recommendations for and processing of Charge Offs.
• Attend training and comply with CWCU policies and procedures as well as applicable State and Federal regulations.
• Performs additional duties as assigned.
• Performs all responsibilities in accordance with CW Values, compliance, regulatory and Information Protection requirements.

 QUALIFICATIONS

• Ability to communicate effectively, both verbally and in writing.
• Ability to interact effectively with members and aptitude for effective written communication.
• Ability to organize time effectively to fulfill the purpose of the position.
• High level of computer literacy with full understanding of word processing and spreadsheet software.
• Knowledge of State, Federal, and other collection regulations preferred.

EDUCATION/EXPERIENCE REQUIREMENTS

• High School Diploma, GED or equivalent business experience.
• Minimum of one year collections experience preferred.

 PHYSICAL REQUIREMENTS

• Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.
• Vision (or corrected) to the normal range.
• Ability to sit or stand within proximity of a computer terminal for extended periods.