Member Solutions Advocate

Central Willamette Credit Union; Albany (OR); Hybrid; USD 30,000 - 37,000; Full time

Job summary

Central Willamette Credit Union in Albany, Oregon is seeking a Member Solutions Officer to support members facing financial challenges with compassion and proactive guidance, while protecting the credit union from losses. The role emphasizes delinquency management and compliant processing.

You will communicate with members by phone and written, collaborate with outside partners, and contribute to training and continuous improvement.

Qualifications

• Strong verbal and written communication, adaptable to audiences.
• Ability to build positive relationships with members and colleagues.
• Excellent organizational skills and priority management.
• High level of computer literacy with word processing and spreadsheets.
• Knowledge of collection regulations preferred.

Responsibilities

• Monitor and manage delinquent loans and negative accounts to minimize losses.
• Contact members, listen to circumstances, and arrange payments or extensions.
• Process payments and adjustments accurately and document actions per policy.
• Maintain integrity, transparency, and positive outcomes for members and credit union.
• Communicate clearly with members by phone and written, adapt to needs.
• Show empathy in high-stress situations and resolve concerns.
• Educate members on loss and reaffirmation policies during bankruptcy.
• Build trust and rapport, ensuring members feel heard and supported.
• Foster a positive, collaborative work environment.
• Participate in training and development for continuous improvement.
• Work with attorneys, repossession agents, and collection agencies.
• Be open to feedback and seek process improvements.
• Maintain thorough records of all collection activities.
• Prepare and present reports on collection results for management.
• Use data to identify trends and recommend improvements.
• Stay current on policies and laws; refine procedures for efficiency.
• Make well-reasoned recommendations for charge-offs.
• Encourage learning and a culture of continuous improvement.

Skills

Communication skills

Relationship building

Organizational skills

Computer literacy

Regulatory knowledge

Education

High School Diploma

Job description

Central Willamette Credit Union in Albany, Oregon is seeking a Member Solutions Officer to support members facing financial challenges with compassion and proactive guidance, while protecting the credit union from losses. The role emphasizes delinquency management and compliant processing.

You will communicate with members by phone and written, collaborate with outside partners, and contribute to training and continuous improvement.