Member Care Collections and Loss Mitigation - Member Care Rep I (Remote in CA only)

Non-exempt, hourly position ($20.07 - $22.00). Remote role with on-site training required for the first 90 days.

About the role

Communicates and interacts with members to promptly resolve delinquent and negative accounts, minimizing Golden 1’s loss of non-performing asset accounts.

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 members’ needs, concerns, and frustrations by responding with care, concern, and appropriate 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.
• De-escalate tense situations using good judgment and critical thinking.
• Learn and retain 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 ensure accurate crediting.
• Evaluate payments (regular and irregular) to determine application (principal, interest, escrow, late charges) and return payments if foreclosure proceedings have been initiated or payment is unacceptable.
• Apply general knowledge of repossessions, loss mitigation, and potential benefits to members and Golden 1.
• Obtain and use members’ financial information to assist in resolving delinquency.
• Initiate skip-tracing techniques to locate members or credit union collateral.
• Maintain thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws.
• Comply with credit union policies, Fair Debt Collection Practices, and other applicable rules and regulations.
• Meet established performance standards for 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.

Requirements

• Successful completion of high school curriculum.
• Six months to one year of general collection duties in a collection environment.
• Strong oral and written communication skills.
• Proficiency with office equipment such as computers, financial calculators, fax machines, and telephones.
• Knowledge of credit union and collection rules, regulations, and policies.

Physical Requirements

• Prolonged sitting with occasional mobility required.
• Corrected vision and hearing within normal range (devices provided if needed).
• High volume of telephone communication throughout the workday.
• Occasional movement within the department to interact with staff and accomplish tasks.

Internal & External Relationships

• Internal: Branch management, staff, Payroll Deduction, Electronic Services, Centralized Lending, Records Management, Compliance and Risk Management.
• External: Members, law enforcement agencies, judicial departments, peer collectors, or groups involved in resolving delinquent accounts.