WECU is seeking a full-time Member Solutions Specialist to join our Accounts Control department in Bellingham, WA. This position assists members via telephone or written correspondence, provides general credit union information, initiates communication, and follows up on delinquent loans, VISA accounts and overdrawn share accounts. Projects a professional image and maintains confidentiality with all member and sensitive data. This is a hybrid position with 2-3 days a month required on-site at our administration office in Bellingham, WA. 

RESPONSIBILITIES: 

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each member and internal staff professionally - with courtesy and respect.  
• Employs sound judgement and decision-making that adheres to all standards on internal and external policies and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
• BSA Specific Requirements: Attend training related to the Accounts Control Department including, but not limited to, The Bank Secrecy Act and the Patriot Act.  Understand Bank Secrecy Act forms and procedures for monitoring and reporting suspicious activity to the Compliance department. Follow policy and procedures related to OFAC. Complete mandatory BSA/AML annual training.
• Maintains knowledge of and adheres to all standards on internal and external policies and procedures, and regulations as set forth in the Fair Debt Collection Practices Act (FDCPA) and (CFPB), to ensure collection activity is always within Credit Union policy and all relevant regulations.
• Always understands and complies with security protocols.
• Maintains and protects all sensitive data utilizing the highest standard of confidentiality and professionalism.
• Maximize the collection efforts of the Credit Union and provides delinquency solutions for members who are experiencing financial hardships while striving for continuous improvement of processes and service.
• Proficiently work all early and possibly mid-delinquency queues while adhering to the collection standards, guidelines, and procedures.
• Assists with or work the overdrawn shares queue and perform tasks associated with overdrawn shares, as needed.
• Assists with or perform duties for the Exception List processing, as needed.
• Assists with or perform duties associated with sending accounts to the outside collection agency, as needed.
• Corresponds with members to negotiate resolution of delinquency and monitor payment plans according to current policies and procedures.
• Accurately documents all correspondence and actions using professional decorum within the collection systems, according to standards.
• Prepares appropriate collection correspondence for delinquent accounts according to policies and procedures within stated time frames.
• Performs skip tracing activities to locate phone numbers, address, and other information as appropriate for members without valid information by utilizing applicable skip tracing methods and tools.
• Updates address changes and phone numbers to maintain member contact files for correct and current information.
• Reviews the financial situation of delinquent borrowers and makes appropriate recommendations for potential alternative payment plans, loan modifications, or troubled debt restructures.
• Drafts and acts as point of contact for loan modifications that include, but not limited to extensions, interest-only payments, and TDRs.
• Monitors delinquency for loans and accounts to recommend for possible charge-off, legal action, referral to outside collection agencies, or other appropriate course of action.
• Accurately processes and applies payments through the appropriate payment processing systems and according to procedures. This includes but is not limited to correcting and reapplying payments as needed.
• Maintains professional, effective communication that consistently displays respect for all areas of diversity and levels of knowledge with all Credit Union employees to ensure coordination and exchange of information.
• Provides support to other work queues to facilitate teamwork in the department and provide members with exceptional service levels.
• Follows WECU’s policies and all applicable laws and regulations. 
• Performs other duties as assigned and may also assist others to complete tasks and work assignments.

QUALIFICATIONS: 

• Required: High school diploma or GED.
• Preferred: Financial or member service experience and/or relevant training in a credit union, bank, or other financial institution.
• Proven experience in an accounts receivable or collection role.
• Experience with large volume and critical account dispute resolution. 
• Excellent attention to detail and accuracy in handling financial data. 
• Displays mutual respect, trust, and dignity, and acts in the best interest of the credit union. Always leads by example by displaying solid ethics and integrity.
• Ability to maintain a dependable record of attendance and timeliness.
• Ability to organize, prioritize and respond simultaneously to multiple tasks and requests.
• Ability to promote and participate in a collaborative and cohesive team environment.
• Ability to effectively communicate ideas and information, both orally and in writing.
• Ability to professionally interact with members and coworkers at all times.
• Ability to refer to policy and procedures when applying information and making decisions.
• Ability to represent the credit union in a positive, professional manner in person, on the telephone, and in written correspondence.
• Ability to speak persuasively and listen critically.
• Detail oriented, with good organizational skills.
• Ability to work independently and as a team member.
• Intermediate skills using MS Office and database software.
• Work additional hours as necessary to accomplish objectives, goals, and projects, as approved by Supervisor.

NOTE: Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job.

COMPENSATION:  

The salary range for this position is from $22.86 to $32.27 per hour.  

WECU provides a comprehensive benefits package that includes medical, dental, and vision benefits with premiums for employee coverage paid in full, 401(k) retirement plan with an 8% annual contribution from WECU, bonus plan, two or more weeks of vacation, up to 11 paid holidays, paid life and disability insurance, annual wellness benefit, loan discounts, professional development, and much more. 

ABOUT WECU:

 WECU is a not-for-profit financial cooperative where members are encouraged to save and borrow responsibly at fair and competitive rates. Headquartered in Bellingham, WA, WECU has over 130,000 members and over $2.3 billion in assets.

 It is WECU's mission to make a meaningful difference in the lives of our members. We strive to treat both members and staff with honesty and integrity and to be a socially responsible part of our community. WECU also endeavors to be an employer of choice.  

WECU is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace.   We make employment decisions based on merit and qualifications and seek to have the best qualified person in every job. WECU policy prohibits discrimination based on race, color, religion, creed, sex, gender, sexual orientation, gender identity, marital status, age, national origin, or ancestry, physical or mental disability, veteran status, genetic characteristics or information, or any other consideration made unlawful by federal, state, or local laws.