JOB TITLE: Member Solutions Support Specialist

Department: Member Solutions

FLSA Status: Non-Exempt

Seattle Credit Union is proud to be intentional in recruiting, hiring, and promoting a workplace that is inclusive. We are an Equal Opportunity/Affirmative Action Employer that celebrates our collective differences and encourages all to apply, including those with different background, disability, age, ethnicity, race, religion, gender identity, sexual orientation, national origin, or veteran status protected by applicable federal, state, or local law.

ABOUT THE ROLE:

Seattle Credit Union is dedicated to helping our members achieve financial prosperity by providing education and banking services that meet their personal goals. We are Inclusive, Inventive and Invested. We are Seattle Credit Union - we build strong and trusting relationships in service of our Mission.

We are looking for a Member Solutions Support Specialist who is driven to make a positive impact on the employee experience. You are a strategic thinker with a bias for action. You have a relentless pursuit of excellence while bringing others along. You do not settle for mediocrity and are comfortable with challenging the status quo. If you’re always looking for more efficient and innovative ways of working, are thoughtful, intentional, and collaborative, we would love to talk to you!

The Member Solutions Support Specialist will demonstrate a service and results mindset while working with credit union employees and members, completing various tasks in support of the credit union’s collection efforts and general operations of the Member Solutions department.

WHAT YOU WILL DO:

• Process all Member Solutions payment transactions and file maintenance.
• Support the Repossession Specialist by handling all title documents and working with agents and auction staff to minimize expenses and increase sale proceeds.
• Support charge-off recovery efforts by coordinating with third party collection agencies and credit union attorney, gathering documents and assigning accounts as directed.
• Assist manager with various projects, such as on-boarding new vendors and implementing news systems or procedures.
• Serve as back-up collector, assisting with outbound and inbound calls as needed.
• Manage on-going vendor due diligence for all department vendors.
• File and process insurance claims (CPI, debt protection, etc.).
• Manages a variety of administrative tasks on behalf of the department such as processing invoices, reporting and data collection that contribute to department efficiencies.
• Provides appropriate authorization to branch and Contact Center representatives regarding transactions on accounts with a delinquent status.
• File creditor’s claims (probate).
• Manages online credit disputes.
• Assist with maintenance of collection software, submitting tickets and corresponding with support staff as needed.
• Process Bankruptcy Notices and file proof-of-claim.
• Engage employees and members with emotional intelligence and promotes creative solutions to a diverse set of challenges.
• Uphold Seattle Credit Union’s collection policies, procedures and guidelines, as well as Federal and State laws and regulations.
• Demonstrates excellent written, verbal, and interpersonal communication skills.
• Collaborate with the team to regularly provide suggestions on opportunities for increased efficiency.
• Contribute to group discussions and be open to giving and receiving timely and clear feedback.
• Uses sound judgement on when to engage support to resolve challenges.
• Responds positively to feedback and coaching.
• Takes responsibility for the quality and quantity of work.
• Develops individual stretch goals that advance organizational goals.
• Demonstrates commitment to SCU Values.
• Maintain regular and punctual attendance.
• Other duties may be assigned.

WHAT YOU WILL BRING:

Basic Qualifications:

• High School diploma or equivalent.
• One year credit union or other financial institution experience in a member service focused environment.
• 6 months experience office or administrative focus.
• Proficiency with Microsoft Office applications (Word, Excel, Teams, Outlook, etc.).

Preferred Qualifications:

• Associate’s degree.
• Previous collections experience.
• Experience related to repossessions and bankruptcy.
• Comprehensive knowledge of local, state, and federal regulations such as the Fair Debt Collection Practice Act, UDAAP, Reg Z, and Bankruptcy laws.

Working Conditions:

• This is a hybrid role with work performed remotely in the Greater Seattle area of Washington State. This role may be eligible for virtual work, outside the State of Washington in approved locations.
• Team members may attend special off-hour meetings and seminars.
• Significant contact with membership is achieved through our phone queue, focused on both inbound and outbound calls.
• The nature of work may include prolonged periods sitting at a desk and working on a computer.

Benefits:

Seattle Credit Union supports and invests in our employees. We offer many great benefits including zero contribution medical, dental, and vision plans for our employees. Additionally, SCU offers a generous paid time off program as well as a 401k plan with a dollar-for-dollar employer match up to 5%.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.