WECU · 6 hours ago
Member Solutions Specialist
Bellingham, WA, US
Full-time
Onsite
New Grad, Entry Level
$25.20/hr - $35.58/hrWECU is a not-for-profit financial cooperative seeking a Member Solutions Specialist to support their mission of making a meaningful difference in the lives of their members. The role involves communicating with members regarding past due loans and accounts, providing general credit union information, and maintaining confidentiality with sensitive data.
Consumer LendingCreditCredit CardsFinancial Services
Responsibilities
Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each member and internal staff professionally - with courtesy and respect
Employs sound judgement and decision-making that adheres to all standards on internal and external policies and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations
BSA Specific Requirements: Attend training related to the Accounts Control Department including, but not limited to, The Bank Secrecy Act and the Patriot Act. Understand Bank Secrecy Act forms and procedures for monitoring and reporting suspicious activity to the Compliance department. Follow policy and procedures related to OFAC. Complete mandatory BSA/AML annual training
Maintains knowledge of and adheres to all standards on internal and external policies and procedures, and regulations as set forth in the Fair Debt Collection Practices Act (FDCPA) and (CFPB), to ensure collection activity is always within Credit Union policy and all relevant regulations
Understands and complies with security protocols at all times
Maintains and protects all sensitive data utilizing the highest standard of confidentiality and professionalism
Maximize the collection efforts of the Credit Union and provide delinquency solutions for members who are experiencing financial hardships while striving for continuous improvement of processes and service
Proficiently work all early and possibly mid-delinquency queues while adhering to the collection standards, guidelines, and procedures
Assists with or work the overdrawn shares queue and perform tasks associated with overdrawn shares, as needed
Assists with or perform duties for the Exception List processing, as needed
Assists with or perform duties associated with sending accounts to the outside collection agency, as needed
Corresponds with members to negotiate resolution of delinquency and monitor payment plans according to current policies and procedures
Accurately documents all correspondence and actions using professional decorum within the collection systems, according to standards
Prepares appropriate collection correspondence for delinquent accounts according to policies and procedures within stated time frames
Performs skip tracing activities to locate phone number, address, and other information as appropriate for members without valid information by utilizing applicable skip tracing methods and tools
Updates address changes and phone numbers to maintain member contact files for correct and current information
Reviews the financial situation of delinquent borrowers and make appropriate recommendations for potential alternative payment plans, loan modifications, or troubled debt restructures
Drafts and acts as point of contact for loan modifications that include, but not limited to extensions, interest-only payments, and TDRs
Monitors delinquency for loans and accounts to recommend for possible charge-off, legal action, referral to outside collection agencies, or other appropriate course of action
Accurately processes and applies payments through the appropriate payment processing systems and according to procedures. This includes but is not limited to correcting and reapplying payments as needed
Maintains professional, effective communication that consistently displays respect for all areas of diversity and levels of knowledge with all Credit Union employees to ensure coordination and exchange of information
Provides support other work queues to facilitate teamwork in the department and provide members with exceptional service levels
Performs other duties as assigned by management
Follows WECU’s policies and all applicable laws and regulations
Performs other duties as assigned and may also assist others to complete tasks and work assignments
Qualification
Required
Minimum: High school diploma or GED
Displays mutual respect, trust and dignity, and act in the best interest of the credit union. Always leads by example by displaying solid ethics and integrity
Ability to maintain a dependable record of attendance and timeliness
Ability to organize, prioritize and respond simultaneously to multiple tasks and requests
Ability to promote and participate in a collaborative and cohesive team environment
Ability to effectively communicate ideas and information, both orally and in writing
Ability to professionally interact with members and coworkers at all times
Ability to refer to policy and procedures when applying information and making decisions
Ability to represent the credit union in a positive, professional manner in person, on the telephone, and in written correspondence
Ability to speak persuasively and listen critically
Detail oriented, with good organizational skills
Ability to work independently and as a team member
Intermediate skills using MS Office and database software
Work additional hours as necessary to accomplish objectives, goals, and projects, as approved by Supervisor
Proficient with standard office equipment Excel, MS Word, and Outlook
Preferred
Financial or member service experience and/or relevant training in a credit union, bank, or other financial institution
Benefits
Robust medical, dental, and vision benefits with low employee premiums
401(k) retirement plan with an 8% annual contribution from WECU
Bonus plan
Two or more weeks of vacation
Up to 11 paid holidays
Paid life and disability insurance
Annual wellness benefit
Loan discounts
Professional development
And much more
Company
WECU
WECU provides checking, saving accounts, credit cards, loans, real estate lending, cash management, customer lending and merchant services.
Founded in 1936
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jennifer (Brown) Kutcher
President/CEO
Recent News
2025-10-09
Bank Automation News
2024-12-16
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