Financial Assistance Representative I

Redwood Credit Union is looking for a Financial Assistance Representative I who will perform a wide variety of semi-routine duties of moderate complexity requiring discretion, initiative, judgment, independent analysis, and detailed knowledge of departmental procedures.

About Redwood Credit Union (RCU)

At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.

As a not-for-profit financial institution, we are committed to a people-first approach, reflected not only in how we serve our Members but also in how we treat our employees. Our leadership team fosters a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and financial well-being for all.

Responsibilities

• Contact members with delinquent loans, negative shares, and Visa accounts to arrange payments, assess account status, and restore services.
• Handle inbound and outbound calls while adhering to compliance and member information security protocols.
• Deliver exceptional service to members and internal departments, making sound decisions and escalating issues when necessary.
• Perform skip-tracing and support delinquent members by processing payments, extensions, and workout loans.
• Recommend accounts for repossession and assist Collateral Recovery Officers with documentation and follow-up.
• Support bankruptcy and deceased member account processes as assigned.
• Assist in processing requests for charge-off accounts for loans determined to be uncollectible.
• Complete departmental and back-office tasks, including typing, routine letters, and documents.
• Prepare documents for legal action against members and support the bankruptcy process as assigned.
• Prepare periodic specialty reports or balance department-related general ledger accounts.
• Serve non-delinquent members by accepting phone payments, processing extension requests, and workout loans.

Requirements

• Knowledge of the Fair Debt Collections Act.
• Knowledge of Federal and state laws, rules, and regulations concerning Credit Union collection activities.
• Comprehensive knowledge of the repossession process.
• Comprehensive understanding of a call center environment.
• Knowledge of skip tracing, small claims, and bankruptcies.
• Knowledge of insurance (collateral and disability) as it pertains to the collection of delinquent accounts.
• Skill in operating a personal computer with internet and intranet access, word processing, and spreadsheet software.
• Ability to provide quality professional service to all members.
• Ability and desire to work in a team environment.
• Ability to keep members' information confidential, strictly adhering to company MIS policies.
• Ability to measure performance in a productivity-driven environment.
• Ability to communicate effectively, accurately, intelligently, and professionally, both verbally and in writing, including effective telephone communication skills.
• Ability to establish and maintain effective working relationships with a diverse group of people.
• Minimum of three years of collections experience in a measured, productivity-driven environment.

Skills

• Discretion, initiative, and independent judgment in decision-making.
• Detailed knowledge of departmental procedures.
• Ability to work a rotating schedule, including rotating Saturdays.

Pay

Base starting range: $27.00 to $35.00 per hour, commensurate with experience.

Benefits

• Competitive medical, dental, and vision insurance, including mental health offerings.
• Employee performance incentive plan.
• Salary advancement through merit increases based on performance.
• 401(k) program with employer match.
• Competitive PTO accrual plus 11 paid company holidays and your birthday off.
• RCU Discounts and Perks:
  • 0.75% discount off RCU standard collateral auto loans.
  • 1% discount on all recreational or boat loan products.
  • 2% discount off Visas and LOC loans through RCU.
  • 0% interest loan up to $1,000 to support immigration-related expenses (e.g., visa application fees, relocation costs).
  • 0% interest loan up to $15,000 for naturalization process expenses.
  • 0% interest on garment, fitness, or home office equipment loan of up to $500.
  • 100% financing for employee-purchased homes.

Physical Requirements

• Ability to stand, bend, stoop, sit, walk, twist, and turn.
• Ability to lift up to 20 pounds occasionally.
• Ability to use a computer keyboard and calculator.

Work environment is indoors; majority of the time is spent sitting at a desk.