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

Non-Exempt position in the Member Care department.

About the role

Communicates and interacts with members for the prompt resolution of delinquent and negative accounts. Educates members to promote account retention and minimize non-performing asset accounts.

Responsibilities

• Place and receive a high volume of inbound and outbound calls, displaying negotiation skills to generate repayment plans that meet the needs of both the Credit Union and members.
• Identify, investigate, and resolve delinquent and negative account activity.
• Accept incoming telephone inquiries for the resolution of delinquent accounts from members and Golden 1 staff.
• Initiate skip tracing techniques to locate 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.
• Research and respond to inquiries from branches, members, and other departments to resolve member delinquency problems.
• Perform investigations to locate members with delinquent and negative accounts.
• Engage with members to identify needs and provide solutions that enhance financial wellness.
• Provide guidance on Member Care Collection processes to other representatives.
• Assist with new hire training, including side-by-side training.
• De-escalate situations using good judgment and critical thinking.
• Communicate with Golden 1 staff to gather information for resolution of delinquent accounts.
• Identify products, services, and technologies that best fit the member’s needs while deepening relationships.
• Prepare and process documentation necessary to resolve delinquent accounts.
• Be aware of loan fraud types and assist in reporting suspicious patterns.
• Maintain a high level of training, knowledge, and responsibilities as described in departmental procedures.
• Possess proficient knowledge of Credit Union products, procedures, and systems.
• Apply general knowledge of loss mitigation and its benefits.
• Obtain and use member financials to assist and resolve delinquency.
• Review Credit Union records and transactions to resolve misapplied payments and ensure proper crediting.
• Evaluate payments (regular and irregular) on delinquent accounts to determine application (principal, interest, escrow, late charges) or return if unacceptable.
• Collect on loans, Visa credit cards, and Negative Share accounts.
• Handle all areas of repossession, from assignment through insurance claims, deficiency balances, and vehicle remarketing.
• Comply with credit union procedures, audit policies, and Fair Debt Collection Practices.
• Complete regulatory training modules as required.
• Model Golden 1 core values.
• Perform other duties as assigned.

Requirements

• Successful completion of high school curriculum.
• Minimum two years of recent experience performing progressive collection duties in a collection environment, including handling repossessions, installment loan collections (VISA and Negative Shares), and initiating real estate foreclosure proceedings.
• Alternatively, experience in either the Collection department or Loan department at Golden 1.
• Strong verbal and written communication skills.
• Proficiency with office equipment such as facsimile machines, ten-key calculators, microfiche, electronic banking equipment, and VISA terminals.
• Knowledge of credit union and collection rules, regulations, and policies.

Physical Requirements

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

Pay

$23.00 - $24.00 hourly.