Account Solutions Representative

Description

Core Details

Job Type: This is designated as a full-time, non-exempt role

Physical Location: Main Branch – 6312 19th St W, Tacoma, WA 98466

Work Style Designation: Onsite – This role operates on a full-time basis at the location listed above

About Us

Since 1934, TAPCO Credit Union has been guided by a simple belief: people first, always.

Our roots in the community run deep, and we show up with intention to drive our mission of making financial wellness accessible for all.

For our teammates and members alike, we're about belonging, not transacting. We believe meaningful connection, respect, and valuing one another are at the heart of our relationships and workplace culture. We strive to create an environment where people feel seen, supported, and empowered to grow and thrive together. Every story matters, every interaction is an opportunity to build trust.

Your journey starts here. We believe growth is a shared responsibility, and we’re committed to investing in you every step of the way with opportunities that generate momentum. Whether you’re building confidence, developing new skills, or growing into what’s next, you’ll be supported by teammates who want to see you thrive.

This is more than a job; it is a place to belong. Come plant your roots at TAPCO: grow with us and rise with purpose!

Core Competencies

Member Focus: Prioritizes the needs, preferences, and experiences of members (stakeholders) by delivering exceptional service, building trust, and creating value. This competency ensures alignment with the organization's mission to serve and support its members (stakeholders) effectively.

Instills Trust: Builds and maintains confidence and credibility with others through consistent, honest, and ethical behavior. This competency is fundamental to fostering strong relationships, collaboration, and a positive organizational culture.

Drives Results: Consistently delivers high-quality outcomes by setting clear goals, maintaining focus, and ensuring accountability. It involves a results-oriented mindset that prioritizes efficiency, performance, and the achievement of objectives.

Cultivates Innovation: Inspires, generates, and implements creative ideas that improve processes, products, services, or organizational outcomes. It reflects a mindset focused on curiosity, experimentation, and the encouragement of fresh perspectives.

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.

Significant Responsibilities 

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

Requirements

Key Qualifications 

• 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
• Ability to use related computer software, Microsoft Office products and business equipment, including adding machine, copy machine, coin and money counting machines
• Must be eligible for and able to maintain bondability as a condition of employment

What Will Make You Stand Out

• 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

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

Compensation

In addition to a robust and generous total compensation package, the salary range for this position is

• $22.05 - $27.57 per hour (depending on experience)

Benefits

• 100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time teammates
• 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
• Community impact, on us (Up to 40 paid volunteer hours)
• Shared Bonus Plan (when company goals are achieved)

90-day Introductory Period

All newly hired teammates at TAPCO Credit Union are subject to a 90-day introductory period beginning on their first day of employment. This period is intended to provide structure, clarity, coaching, and support while teammates learn their role and the organization. Completion of the introductory period does not guarantee continued employment or change the at-will employment relationship.

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.