What are the responsibilities and job description for the Member Solutions Officer position at Central Willamette Credit Union?
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.
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. You'll be well-versed in our policies and guidelines and stay informed about laws and regulations related to collections. 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.
This Role Offers a Comprehensive Benefits Package That Includes
Collections and Account Management (40%)
Apply today and start your journey with a team that values you—every day
Salary Range: $20.21–$25.26 per hour
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.
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. You'll be well-versed in our policies and guidelines and stay informed about laws and regulations related to collections. 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.
This Role Offers a Comprehensive Benefits Package That Includes
- 2 weeks of vacation 1st year-3 weeks' vacation 2nd year then 4 weeks on 3rd year
- 10 paid holidays each year
- 5 paid sick days annually
- Medical, dental, and vision insurance effective the first of the month following your hire date
- Eligible for a semi-annual incentive of 2.5 (5% yearly) of your annual salary based upon the achievement of our strategic organizational goals
- Upon completion of your 6th month of employment you’re eligible to enroll in Central Willamette’s 401(k) program. Central Willamette Credit Union will match your contributions dollar for dollar up to the first 3% of your gross salary, and 50% of the next 2% of your gross salary
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
- 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
- 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
- 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
- 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
- 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
- High School Diploma, GED or equivalent business experience
- Minimum of one-year collections experience preferred
Apply today and start your journey with a team that values you—every day
Salary Range: $20.21–$25.26 per hour
Salary : $20 - $25