Account Solutions Representative/Senior Account Solutions Representative presso TAPCO Credit Union

Description

Serving the South Sound Since 1934

Our commitment to the South Sound is generations in the making. As a not-for-profit credit union, we are here to help you succeed. With branches throughout Tacoma & Pierce County, we are in your community every day. It will not take long for you to experience what our founders meant by “People Helping People.” We know that our employees are an important part of our mission. We believe in creating a collaborative space that allows employees to grow and develop while maintaining their individuality. We understand the profound effect that one organization can have in serving a community. We value diversity, equity, inclusion, and belonging – we value you! Come see the TAPCO difference.

Position Summary

At TAPCO, our Account Solutions Representatives and Senior Account Solutions Representatives work with past due members to reach a suitable arrangement to restore their loans to current status. These roles go beyond basic collections—team members in these positions build meaningful connections, support financial wellness, and create welcoming environments for every member who needs our support.

While Account Solutions Representatives focus on delivering a high volume of outbound calls to early cycle past due borrowers, Sr. Account Solutions Representatives take on additional responsibilities, including loan workouts, settlements, legal action, member escalations, and mentoring team members.

The starting position and rate of pay are based on the candidates’ experience, qualifications and education.

Base Expectations

Embraces and lives TAPCO's Values.

• We are People - Centric
• We are curious.
• We are inclusive.
• We are collaborative.
• We are a trusted partner.

Core Competencies

Member Focus: Build strong relationships inside and outside the organization while delivering member- centric solutions.

Instills Trust: Building trust by making good and timely decisions while consistently achieving results, even under challenging circumstances.

Drives Results: Making good and timely decisions while consistently achieving results, even under challenging circumstances.

Cultivates Innovation: Creating new and better ways for the organization to be successful even during times of uncertainty.

Position Responsibilities - Performed by both Account Solutions Representatives and Sr. Account Solutions Representatives

• Perform transactions and job duties consistently within standards and in accordance with the guidelines of NCUA laws and regulations, and the Fair Debit Collection Act. Attend work related courses, seminars, and pursue a program of self-development.
• Work within legal guidelines to protect the Credit Union and our Members.
• Ensure delinquent accounts are brought current by identifying problems and creating a resolution. Arrange and negotiate new payment schedules, modifications, extensions or other workout solutions.
• Work independently and as a team member with ownership of collection queues. Handle a high volume of calls both inbound and outbound from members and branches. Maintain a high level of confidentiality within the account solutions function and administrative offices relative to any information received directly or indirectly.
• Provide status of delinquent accounts through effective communication, regular reporting, and accurate documentation of all collection efforts.
• Investigate and attempt 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.

Additional Responsibilities – Specific to Sr. Account Solutions Representative

• Take ownership and responsibility for complicated loan relationships and member/branch escalations.
• Negotiate pay offs, settlements, and conduct analysis on Troubled Loan Modifications (TLM) loans according to TAPCO Credit Union guidelines using decision making authority.
• Review and analyze all loan workout requests from the membership and make appropriate recommendations to the Director of Loan Servicing.
• Coordinate with other Lending department employees to provide feedback for potential underwriting changes based upon past collection activity.
• Ensure timely and proper disposition of repossessed collateral through effective control of the asset. Evaluate whether it is financially cost effective to repossess the collateral based on all circumstances including condition and value, document communication and action in detail.
• Initiate and collect all necessary data for legal action including but not limited to repossession replevin suits, towing notices, and other claims as required to recover assets. Work with attorneys and other third-party vendors, to report on legal cases and communicate progress with other collectors.
• Contribute to training and mentoring of new and existing collections representatives as directed by the Director of Loan Servicing, acting as the Subject Matter Expert for other collections representatives.

Requirements

Position Qualifications for both Account Solutions Representatives and Sr. Account Solutions Representatives

• 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
• Good verbal communication skills with ability to calm and persuade unhappy members
• Good negotiation skills
• Ability to perform basic math calculations (addition, subtraction, multiplication, division, percentages). Knowledge of basic accounting and bookkeeping principles
• Professional appearance, dress and attitude
• Ability to use related computer software, Microsoft Office products and business equipment, including adding machine, copy machine, coin and money counting machines
• Flexibility is necessary as an employee’s job responsibilities may change at any time during employment.

Additional Qualifications for Sr. Account Solutions Representative

• Three or more years of progressive collections experience required, to include post charge off, high risk, deficiency balances or real estate collections.
• Comprehensive knowledge of local, state and federal regulations including the Washington State Foreclosure Fairness Act, Consumer Financial Protection Bureau (CFPB) rules and regulations surrounding short sales, foreclosures and deed in lieu of foreclosure.

Position Working Conditions

• The work environment is an office setting
• Movements frequently and regularly required using the wrists, hands and/or fingers
• Frequently required to sit and stand for longer periods of time
• Stressful, high intensity situations often occur

Salary: 

Account Solutions Representative - Starting rate of $21.12 to $26.50 per hour (depending on experience)

Senior Account Solutions Representative - Starting rate of $23.50 to $27.17 per hour (depending on experience)

Benefits

TAPCO offers a comprehensive benefit package:

• 100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time employees.
• 50% Employer-paid spouse coverage.
• 65% Employer-paid dependent children coverage
• Flexible Spending Account (FSA)
• Dependent Care FSA
• Health Savings Account (HSA)
• 401(k) Plan with up to 7% match
• 100% Employer-Paid Life Insurance/AD&D package
• Paid Vacation and Sick Time
• 11 Paid Holidays + 1 Floating Holiday
• Optional Short- and Long-Term Disability
• Employee Assistance Program
• 40 paid volunteer hours
• Shared Bonus Plan (when company goals are achieved)

Diversity, Equity, Inclusion, Belonging, and Accessibility (DEIBA) Purpose Statement

TAPCO embraces diversity, equity, inclusion, belonging, and accessibility (DEIBA) and is committed to creating a workplace where all stakeholders involved, regardless of gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or limited mobility and abilities, feel valued and respected.

• We are committed to include diversity, equity, inclusion, belonging, and accessibility at the center of our work.
• We are committed to nondiscriminatory practices and provide equitable opportunity for all.
• We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.
• We welcome every person to bring their authentic perspective and experience to advance our mission.
• We focus on real people's experiences to uncover and address systemic inequities.
• We address our gaps and inequities through products, practices and policies that uplift our employees, members, and community.
• We put allyship into action every day.
• We value the seen and unseen qualities that make you who you are.

Equal Opportunity Employer Statement

TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. As a people-centric organization, we believe every employee and applicant has the right to work in surroundings that are free from all forms of unlawful discrimination. TAPCO does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, termination, layoff, leave of absence, and general treatment during employment.