Member Solutions Specialist – Delinquent Accounts (Onsite)

TAPCO Credit Union; Tacoma (WA); Hybrid; USD 63,182,000 - 79,000,000; Full time

Benefits offered by this job

Employer-paid health insurance

401(k) Plan with match

Paid vacation and sick time

Volunteer hours

Job summary

TAPCO Credit Union in Tacoma, WA is hiring Account Solutions Representatives to work with past-due members, aiming to restore loans to current status. The role goes beyond collections by building connections that support financial wellness and friendly member interactions.

You will handle high-volume calls, negotiate payment plans, and maintain confidentiality while complying with NCUA and debt collection regulations. A strong focus on DEIBA and customer service is expected.

Qualifications

• High School diploma, or equivalent.
• Previous experience in collections, lending, or financial operations involving communicating with the public directly.
• Knowledge of collection practices and federal/state collection regulations.
• Ability to use related computer software, Microsoft Office products and business equipment, including adding machine, copy machine, coin and money counting machines.
• Must be eligible for and able to maintain bondability as a condition of employment.

Responsibilities

• Performs transactions and job duties consistently within standards and in accordance with the guidelines of NCUA laws and regulations, and the Fair Debt Collection Act.
• Works within legal guidelines to protect the Credit Union and our Members.
• Ensures delinquent accounts are brought current by identifying problems and creating a resolution. Arranges and negotiates new payment schedules, modifications, extensions or other workout solutions.
• Works independently and as a team member with ownership of collection queues.
• Handles a high volume of calls both inbound and outbound from members and branches.
• Maintains a high level of confidentiality within the account solutions function and administrative offices relative to any information received directly or indirectly.
• Provides status of delinquent accounts through effective communication, regular reporting, and accurate documentation of all collection efforts.
• Investigates and attempts to locate members that have skipped by contacting and speaking with the borrower's relatives, past employers, third party agencies, and other skip tracing tools.
• Embeds diversity, equity, inclusion, belonging, and accessibility (DEIBA) into your daily workflow.

Skills

Collections experience

Public communication

Microsoft Office

Bondability

Lending / financial operations

Education

High School diploma or equivalent

Tools

Adding machine

Copy machine

Coin counting equipment

Money counting machines

Job description

TAPCO Credit Union in Tacoma, WA is hiring Account Solutions Representatives to work with past-due members, aiming to restore loans to current status. The role goes beyond collections by building connections that support financial wellness and friendly member interactions.

You will handle high-volume calls, negotiate payment plans, and maintain confidentiality while complying with NCUA and debt collection regulations. A strong focus on DEIBA and customer service is expected.