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Golden 1 Credit Union · 1 day ago

Member Care Collections and Loss Mitigation - Member Care Rep I

8945 Cal Center Dr, Sacramento, CA 95826, USA

Full-time

Hybrid

New Grad, Entry Level

$20.07/hr - $22/hr

0+ years exp

Golden 1 Credit Union is a financial institution seeking a Member Care Rep I to assist members with delinquent accounts. The role involves resolving issues related to negative accounts, educating members about repayment options, and ensuring compliance with credit union regulations.

BankingFinanceFinancial Services

Responsibilities

Place and receive a high volume of inbound and outbound calls in an effort to negotiate re-payment for past due and negative accounts

Identify, investigate, and resolve delinquent and negative account activity

Update member and credit union account information accurately and efficiently

Demonstrate an understanding of the member’s needs, concerns, and frustrations by responding with care and concern, and an appropriate sense of urgency

Educate members about options available to resolve their delinquency and retain and enhance member loyalty

Communicate and interact with other Golden 1 team members to gather information for resolution of delinquent accounts

Ability to de-escalate tense situations, looking from several points of view and applying good judgment and critical thinking to resolve the situation

Learn and retain an exceptional working knowledge of department financial assistance programs and services

Prepare and process documentation necessary to resolve delinquent accounts

Review and research Credit Union records and transactions to resolve misapplied payments and transactions to ensure payments are accurately credited

Evaluate payments (regular and irregular) being made on delinquent accounts to determine how the payment will be applied, i.e., principal, interest, escrow, and late charges, and when it is necessary to return a payment if foreclosure proceedings have been initiated or payment is unacceptable

General knowledge of repossessions from assignment through insurance claims and deficiency balances, if warranted, and vehicle remarketing

General knowledge of loss mitigation and potential benefits to the member and Golden 1

General knowledge about how to obtain the member’s financial information and use it to assist and resolve the member’s delinquency

Initiate skip tracing techniques to locate member’s or the credit union’s collateral

Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position

Compliance with credit union policies, Fair Debt Collection Practices, and other applicable rules and regulations related to Collections

Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment

Maintain acceptable call quality scores as audited and measured monthly

Complete regulatory training modules annually, as required

Model Golden 1 Core Values

Perform other duties as assigned

Qualification

Collection duties experienceRegulationsOral communication skillsWritten communication skillsFacsimile machineTen keyMicroficheElectronic banking equipmentVisa terminal

Required

Successful completion of High School curriculum is required

Six months to one year performing general collection duties in a collection environment

Strong oral and written communication skills, facsimile machine, ten key, microfiche, electronic banking equipment, Visa terminal, credit union and collection rules, regulations, and policies