Credit Union:

TwinStar Credit Union


Lacey, WA



Job Description:

TwinStar Credit Union is seeking an Account Solutions Officer to join our team! This position is responsible for the control and collection of delinquent and potentially delinquent accounts for the credit union. Position closes March 24th, 2023.


Full-Time, Non-Exempt


Must be willing to work a schedule based on Pacific Standard Time.

This position is eligible for remote work from the following states only; Alabama, Arizona, Florida, Idaho, Kansas, New Mexico, Texas, Oregon, and Washington State. You must reside or be willing to relocate to one of the approved listed states before first day of employment. TSCU does not offer relocation assistance.

Visa sponsorship not available.

Contact us at 800.258.3115 with any questions or request for accommodation.


Essential Functions and Tasks:

  • Advise Account Solutions Supervisor or Senior Account Solutions Officer of cases requiring special attention.
  • Coordinate with and directs agents contracted with the credit union to properly take legal repossession and/or foreclosure of collateral used to secure delinquent loans.
  • Document all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence.
  • Initiate and administer collection actions on member accounts that are negative or at risk of default and delinquent; review and work the collection package queue(s) on a daily basis.
  • Maintain a strong and current understanding of laws, regulations, credit union policies and procedures regarding collection activities.
  • Maintain well-developed working knowledge of the assigned duties and job functions; keep up to date and request additional training and/or development as needed.
  • Perform MIP (Member Identification Program) process as outlined in the credit union’s Bank Secrecy Act procedure. Ensure the security and confidentiality of private member information. Refer to procedure 9009 for current guidelines.
  • Promote and adhere to the Outward Mindset: See the needs, objectives, and challenges of others, adjust your efforts to be more helpful of others, and measure the impact of your work on others.
  • Provide outstanding member and employee experiences following the established credit union MX and EX principals.
  • Negotiate and coordinate payment arrangements with member(s); originate loan modification and work-out agreements including preparation of appropriate supporting documentation, and recommendations for review and approval; conduct follow up reviews to ensure member is meeting conditions of loan work-out.
  • Report regularly to work and returns from breaks and meal periods on time according to the posted schedule.
  • Review accounts and make recommendations for charge off in accordance with credit union policy.
  • Work diligently to meet or exceed collection goals established by management.

Education, Experience, and Certifications Required:


  • High school graduate or GED


  • 1+ years of customer service and collection experience

Education and Experience Preferred:


  • Bachelor’s Degree (B.A./B.S.) in a related field


  • 4+ years of customer service and collection experience

Pay Range

The full salary range is $19.69-$29.53/hr. Depending on experience and qualifications.


This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Medical, Dental, and Vision insurance is paid at a 100% by company for the employee coverage. We also offer Health Care FSA (HCFSA) and Day Care FSA (DCFSA). Employees have access to disability and AD&D insurance. Employees are able to enroll in our 401k plan. Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis. Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 personal holiday, and 16 hours of volunteer time.

All benefits except 401k start the first of the month after 30 days of employment. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.

We invest in people and empower success.

At TwinStar Credit Union, we offer our employees rewarding careers serving our members and communities. Our approach is centered on the member experience while creating “Digital First” solutions. We know our employees do best when they are cared for. The experience created for members and employees is our difference.

Our Experience Principles are:

1. Make it easy for us

2. Deliver us value

3. Empower us

4. Care about us

5. Know us

Through these principles, we recognize that investing in the growth and development of others is a measure of success. At TwinStar, we are deeply committed to creating an environment where members and employees feel empowered to bring their whole and authentic selves to each experience. We embrace and celebrate our diversity in individuals and in thought while striving for inclusion in all we do.

Career Development

Being an employee of TwinStar Credit Union is so much more than a job. It’s a place of belonging, where each employee is surrounded by others who support in a way that helps ensure the ongoing success of all. We recognize that investing in the growth and development of our employees is one of our most important measures of success. The experience of our members ultimately ties back to the experience of being a successful and well-developed TwinStar employee. It begins with a full Onboarding program – a multi-day learning experience geared toward helping new employees feel welcome, connected, included, and engaged. But that’s just the beginning!

Other opportunities for growth include:

  • A vast library of curated online learning content, developed by in-house professionals or through reputable industry partners.
  • Coaching and mentoring using proven methods and techniques.
  • Engaging and interactive instructor-led training, facilitated by seasoned experts.
  • Networking with industry professionals in the Pacific Northwest and across the country.
  • Tuition assistance to open doors to professional licensure, certification, or degrees of study.
  • In-house Employee Resource Groups, creating inclusive micro-communities to use your voice

EEO Statement
TSCU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.

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