Member Solutions Consultant – Collections (Remote)

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

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.