Member Solutions Specialist

WECU is seeking a full-time Member Solutions Specialist to join our Accounts Control department in Bellingham, WA. This position assists members via telephone or written correspondence, provides general credit union information, initiates communication, and follows up on delinquent loans, VISA accounts and overdrawn share accounts. Projects a professional image and maintains confidentiality with all member and sensitive data. This is a hybrid position with 2-3 days a month required on-site at our administration office in Bellingham, WA. 

RESPONSIBILITIES: 

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• 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.
• Always understands and complies with security protocols.
• Maintains and protects all sensitive data utilizing the highest standard of confidentiality and professionalism.
• Maximize the collection efforts of the Credit Union and provides 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 numbers, 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 makes 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 to other work queues to facilitate teamwork in the department and provide members with exceptional service levels.
• 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.