Member Solutions Officer

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

Brief Description

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.
• Frequently required to stand; walk and sit

Apply today and join a team that is committed to your success and the success of our community!

Salary Range: $21.50-$26.87