Member Solutions Collections Representative

Washington State Employees Credit Union; Olympia (WA); Remote; USD 33,000 - 50,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life Ins.

Paid holidays

401(k) with company contribution

Volunteer leave

Tuition assistance

Employee discounts

Long-term disability & long-term care

EAP

Flexible scheduling

Job summary

Washington State Employees Credit Union is hiring a Member Solutions Representative to support members facing credit challenges. You will act as a trusted consultant, guiding members to suitable financial options and counseling them on their choices.

You’ll work in a collaborative team focused on member success, handling calls, negotiations, and compliance tasks with precision. The position offers remote work with occasional on-site training and a competitive hourly pay.

Qualifications

• Minimum of one (1) year of customer service experience.
• Proficient with Microsoft Office applications and WSECU computer systems.
• Tactful, effective communication skills (listening, speaking, writing).
• Strong interpersonal skills with ability to negotiate using persuasive verbal and written communication.
• Ability to handle sensitive information with good judgement.
• Ability to communicate positively by phone and gather information with open-ended questions.

Responsibilities

• Recommend accounts for repossession and charge-off with accuracy.
• Initiate collection calls on delinquent consumer loans while adhering to legal practices.
• Meet quality assurance and productivity standards.
• Support the Department’s Phone Service Level.
• Perform skip tracing to generate leads on members and collateral.
• Obtain and negotiate flexible, attainable payment options for borrowers.
• Ensure compliance with FDCPA, FCRA, and SCRA regulations.
• Handle service requests accurately and efficiently.
• Use effective communication and negotiation to calm unhappy members.

Skills

Customer service

Communication

Negotiation

Data entry

Attention to detail

Problem solving

Listening

Tools

Microsoft Office

Job description

Collections at WSECU is different than what you might expect! Our goal is to provide financial solutions to assist members during life-changing situations—this is why we’re called “Member Solutions.” In this role, you will be integral to the financial health of our members and the credit union as a whole. As a Member Solutions Representative, you’ll have the opportunity to work on a team that truly cares about members and their financial success. Acting as a consultant, assisting members who are struggling with credit difficulties, you’ll make a difference by guiding members toward relevant solutions and counseling them on their financial options.

What your day may include:

• 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 SCRA
• Accommodating service requests and performing work accurately and efficiently
• Utilizing effective communication and negotiation skills to calm unhappy members and resolve any negative situations.

What you bring to the team:

• 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

Bonus points if you have:

• Minimum of three (3) years 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

Competitive pay: $24.05 - $36.07 per hour, dependent on relevant qualifications, plus an annual discretionary incentive plan and benefits package

The target starting pay for this position is $24.05 - $30.06 per hour, typically within the first half of the range. Actual offers will be based on individual qualifications relevant to the role and will not take an applicant’s pay history into account. The range above allows our employees room for growth through annual merit and other pay increases during their tenure in the position.

Position location: 330 Union Ave, Olympia WA. Employees must reside and perform all work in the state of Washington. This is a work from home position except for occasional on-site training, meetings and specific organization events. Working from home/hybrid requirements: Reliable, high-speed home internet connection Private, confidential workspace, away from distractions and other people Suitable desk/surface and desk chair

When you’d work: Monday-Friday between the hours of 8:00 am-6:00 pm with rotating Saturday hours of 9:00 am-2:00 pm, Full time, minimum 40 hours per week with scheduling flexibility to meet service needs for this non-exempt position.

Perks:

• Medical, Dental, Vision, and Life Insurance with Premium options covered 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

And, you get to work with some awesome people!

WSECU was named to the Forbes Best-In-State Credit Union list in 2026, making us the only credit union in Washington to earn this recognition six years in a row!

We champion our employees’ unique differences because we believe diversity is critical to the success of our members and the communities we serve. We’re proud to provide a workplace based on equality and do not discriminate based on race, color, religion, creed, national origin, ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local law. Accommodations are available for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 360-754-2118 or email us for assistance.

We are a member-powered credit union that provides unparalleled service. From today’s small transactions to tomorrow’s big financial goals, we're the champion in our members' corner every step of the way. We’re not-for-profit, so we can focus on our members and on investing in the communities that make Washington such an amazing place to call home.