Member Care Collections and Loss Mitigation - Member Care Rep I

Golden 1 Credit Union is focused on providing exceptional member care, and they are seeking a Member Care Rep I to manage delinquent accounts. The role involves communicating with members to resolve issues, educating them on options, and maintaining compliance with regulations.ResponsibilitiesPlace and receive a high volume of inbound and outbound calls in an effort to negotiate re-payment for past due and negative accountsIdentify, investigate, and resolve delinquent and negative account activityUpdate member and credit union account information accurately and efficientlyDemonstrate an understanding of the member’s needs, concerns, and frustrations by responding with care and concern, and an appropriate sense of urgencyEducate members about options available to resolve their delinquency and retain and enhance member loyaltyCommunicate and interact with other Golden 1 team members to gather information for resolution of delinquent accountsAbility to de-escalate tense situations, looking from several points of view and applying good judgment and critical thinking to resolve the situationLearn and retain an exceptional working knowledge of department financial assistance programs and servicesPrepare and process documentation necessary to resolve delinquent accountsReview and research Credit Union records and transactions to resolve misapplied payments and transactions to ensure payments are accurately creditedEvaluate 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 unacceptableGeneral knowledge of repossessions from assignment through insurance claims and deficiency balances, if warranted, and vehicle remarketingGeneral knowledge of loss mitigation and potential benefits to the member and Golden 1General knowledge about how to obtain the member’s financial information and use it to assist and resolve the member’s delinquencyInitiate skip tracing techniques to locate member’s or the credit union’s collateralMaintain 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 positionCompliance with credit union policies, Fair Debt Collection Practices, and other applicable rules and regulations related to CollectionsMeet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environmentMaintain acceptable call quality scores as audited and measured monthlyComplete regulatory training modules annually, as requiredModel Golden 1 Core ValuesPerform other duties as assignedSkillsSuccessful completion of High School curriculum is requiredSix months to one year performing general collection duties in a collection environmentStrong oral and written communication skillsKnowledge of facsimile machine, ten key, microfiche, electronic banking equipment, Visa terminal, credit union and collection rules, regulations, and policiesCompany OverviewGolden 1 Credit Union is a financial cooperative that offers checking, savings, home loan, investment, insurance and online services. It was founded in 1933, and is headquartered in Sacramento, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.golden1.com/.



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