Member Solutions Advocate - Financial Wellness

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

Job summary

Central Willamette Credit Union is seeking a Member Solutions Officer in Albany, OR to support members facing financial challenges. You will guide members toward solutions while protecting the credit union from losses, leveraging a compassionate and proactive approach with at least one year of collections experience preferred.

You’ll handle delinquent accounts, communicate with members, collaborate with outside partners, and maintain detailed records.

Qualifications

• Strong verbal and written communication skills adaptable to audiences.
• Ability to build positive relationships with members and colleagues.
• Excellent organizational skills and time-prioritization.
• High level of computer literacy including word processing and spreadsheets.
• Knowledge of state, federal, and other collection regulations preferred.

Responsibilities

• Collections and Account Management (40%): monitor delinquent loans and negative accounts; contact members to arrange payment plans. Process payments and adjustments per policy; document actions.
• Member Communication and Support (25%): communicate clearly by phone and written, empathize, and resolve concerns; explain loss and reaffirmation policies; identify cross-sell opportunities.
• Collaboration and Team Support (15%): support colleagues, share knowledge, participate in training, coordinate with outside partners like attorneys and repossession agents.
• Reporting and Documentation (10%): maintain accurate records of collection activity; prepare concise management reports; identify trends from data.
• Policy Compliance and Process Improvement (10%): stay current on policies; suggest improvements; make well-reasoned charge-off recommendations.

Skills

Verbal communication

Written communication

Relationship building

Organization

Computer literacy

Regulatory knowledge

Education

High School Diploma, GED or equivalent

One year collections experience preferred

Tools

CRM systems

Job description

Central Willamette Credit Union is seeking a Member Solutions Officer in Albany, OR to support members facing financial challenges. You will guide members toward solutions while protecting the credit union from losses, leveraging a compassionate and proactive approach with at least one year of collections experience preferred.

You’ll handle delinquent accounts, communicate with members, collaborate with outside partners, and maintain detailed records.