Member Solutions Officer

Kids for the Future

Albany (OR)

Hybrid

USD 28,000 - 35,000

Full time

3 days ago

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Job summary

Central Willamette Credit Union in Albany, OR is seeking a Member Solutions Officer to support members facing financial challenges. You will guide members toward solutions while protecting the credit union from potential losses.

The role emphasizes empathy, clear communication by phone and written contact, and collaboration with teammates. At least one year of collections experience is preferred, with a hybrid schedule after six months.

Qualifications

Strong verbal and written communication skills.
Ability to build positive relationships with members.
Excellent organizational skills and the ability to manage time and priorities effectively.

Responsibilities

Monitor delinquent loans and negative accounts to minimize losses.
Contact members to arrange payments, extensions or relief.
Process payments, adjustments and transactions accurately and compliantly.
Maintain thorough records of collections activities and prepare management reports.

Skills

Verbal communication

Written communication

Relationship building

Organizational skills

Time management

Computer literacy

Education

High school diploma

Tools

Word processing

Spreadsheets

Job description

Location 7101 Supra Dr SW,Albany, OR, 97321-3777,United States

Base Pay $20.21 - $25.26 / Hour

Job Category Member Solutions

Relocation Expense Covered No

Employee Type FT Non-Exempt

Required Degree High school

Manage Others No

Respect. Integrity. Ethics. Compassion. Humor.

At our Credit Union these five core values aren’t just words on a wall, they are our daily way of life. Our purpose is to build local loyalty, connect to community and make life easier for those we serve. To accomplish this, we hire team members who demonstrate a strong desire to serve others, who embrace change, who are eager to learn and who enjoy a good laugh.

At Central Willamette Credit Union, we are laser-focused on building a stronger financial future for each of our members and we’re particularly passionate about making the communities of The Willamette Valley even better places to live, work and play. We do this by training our sales and service team members to become Financial Advocates who work tirelessly to improve our members’ financial lives. And we don’t stop there. We are fanatical supporters of the non-profit organizations that create the fabric of the communities we call home. You’ll regularly see us sponsoring and volunteering for events with the Boys and Girls Clubs, SafeHaven Humane Society, The United Way, The Center Against Rape and Domestic Violence (CARDV), and the Albany Public Schools Foundation just to name a few. Our team members are encouraged to give their time and talents as servant leaders, furthering our quest to make the world a more just and caring place.

POSITION PURPOSE

As a Member Solutions Officer, you'll play a key role in supporting our members who may be facing financial challenges. Your compassionate and proactive approach will help guide them toward solutions while protecting the Credit Union from potential losses. At least one year experience is preferred. Eligibility for a hybrid schedule to include work-from-home days, may be considered after six months of employment based on performance.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Collections and Account Management (40%)

Proactively monitor and manage delinquent loans and negative accounts, using sound judgment and available resources to minimize losses and maintain acceptable delinquency ratios

Take initiative to contact members, listen to their circumstances, and collaborate on solutions such as payment arrangements, extensions, or special relief provisions

Accurately process payments, adjustments, and transactions, ensuring all actions are documented and compliant with policy and regulations

Approach each situation with integrity, transparency, and a focus on positive outcomes for both the member and the credit union

Member Communication and Support (25%)

Communicate clearly and professionally with members by phone and in writing, tailoring your approach to each individual’s needs and situation

Demonstrate patience and empathy, especially in high-tension or sensitive situations, and work to resolve concerns effectively

Educate members about loss and reaffirmation policies, especially during bankruptcy, and identify opportunities to recommend products or services that may improve their financial well-being

Build trust and rapport with members, ensuring they feel heard, respected, and supported

Collaboration and Team Support (15%)

Foster a positive, collaborative work environment by supporting colleagues, sharing knowledge, and contributing to team goals

Participate in training and development opportunities, both as a learner and as a resource for others, to continuously improve department performance

Work directly with outside partners such as attorneys, repossession agents, and collection agencies, ensuring all interactions reflect the credit union’s values and standards

Be open to feedback and new ideas, and actively seek ways to improve processes and outcomes

Reporting and Documentation (10%)

Maintain thorough, accurate, and timely records of all collection activities, using both written and computer-based systems

Prepare and present clear, concise reports on collection activities and results for management review

Use data and feedback to identify trends, measure progress, and recommend improvements

Policy Compliance and Process Improvement (10%)

Stay current on credit union policies, procedures, and relevant state and federal laws, applying this knowledge to daily work

Participate in the development and refinement of departmental procedures, offering suggestions for greater efficiency and effectiveness

Make well-reasoned recommendations for charge-offs and other actions, always considering the best interests of the credit union and its members

Embrace opportunities for learning and growth and encourage a culture of continuous improvement

QUALIFICATIONS

Strong verbal and written communication skills, with the ability to adapt style to different audiences

Ability to build positive relationships with members and colleagues, demonstrating respect, empathy, and professionalism

Excellent organizational skills and the ability to manage time and priorities effectively

High level of computer literacy, including proficiency with word processing and spreadsheet software

Knowledge of state, federal, and other collection regulations preferred

EDUCATION/EXPERIENCE REQUIREMENTS

High School Diploma, GED or equivalent business experience

Minimum of one year collections experience preferred

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus

Physical Requirements: Frequent use of hands to manipulate/grasp objects, occasional bending and lifting from floor height, frequent forward reach, frequent lifting of 1 - 10 lbs.