Collections and Loss Mitigation - Member Care Rep I

About the role

Member Care Rep I, Non‑exempt, reports to Sup - Member Care Collections, Department: Collections and Loss Mitigation, Job Code: 1750, Location: Hybrid in Sacramento, CA. Golden 1 Credit Union is a top‑ranked, member‑owned, not‑for‑profit cooperative guided by the “people helping people” philosophy, committed to empowering members and uplifting communities for a more equitable and financially inclusive California.

Requirements

You are a customer‑focused collections professional with experience resolving delinquent accounts, negotiating payment solutions, and providing compassionate support to members. You excel at problem‑solving, de‑escalating challenging situations, and helping members find the best path to financial stability while maintaining compliance and service excellence. You thrive in fast‑paced environments and are committed to delivering positive member experiences while protecting organizational assets.

Responsibilities

• Place and receive a high volume of inbound and outbound calls to negotiate repayment 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 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 delinquency and retain and enhance member loyalty.
• Communicate and interact with other Golden 1 team members to gather information for resolution of delinquent accounts.