Financial Assistance Representative I (Collections Representative)

Redwood Credit Union•Napa, CA

22h•Onsite

About The Position

Redwood Credit Union is looking for a Financial Assistance Representative I who will be responsible for performing a wide variety of semi-routine duties of moderate complexity requiring the exercise of discretion, initiative, judgment, independent analysis, and detailed knowledge of departmental procedures. The role involves contacting members with delinquent loans, negative shares, and Visa accounts to arrange payments, assess account status, and restore services. Key responsibilities include handling inbound and outbound calls while adhering to compliance and member information security protocols, delivering exceptional service, performing skip-tracing, and supporting delinquent members by processing payments, extensions, and workout loans. The representative will also recommend accounts for repossession, assist Collateral Recovery Officers, and support bankruptcy and deceased member account processes. Additionally, the role involves assisting in processing charge-off accounts, completing departmental back-office tasks, preparing documents for legal action or bankruptcy, preparing reports, and serving non-delinquent members. The position requires a strong understanding of collections laws and procedures, excellent communication and interpersonal skills, and the ability to work in a productivity-driven environment.

Requirements

Knowledge of Fair Debt Collections Act.
Knowledge of Federal and state laws, rules, and regulations concerning Credit Union collection activities.
Comprehensive knowledge of repossession process.
Comprehensive understanding of 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 the operations of 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.
Ability to work a rotating schedule which will include working on rotating Saturdays.
High school diploma with a minimum of three years of collections experience in a measured, productivity driven environment.

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 request for charge off accounts for those loans determined to be un-collectible.
Complete departmental and back-office tasks as assigned including (but not limited to) typing, routine letter and/or documents.
Assist in the preparation of documents needed for the pursuit of legal action against Members and/or support the bankruptcy process, as assigned.
Prepare periodic specialty reports or balance department related general ledger accounts, as assigned.
Serve non-delinquent Members by accepting phone payments, processing extension requests and workout loans.

Benefits

Competitive medical, dental, and vision insurance, mental health offerings
Employee performance incentive plan
Salary Advancement– Merit increase based on performance
401(k) program with employer match
Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!
RCU employees are eligible for a .75% discount off RCU standard collateral auto loans
RCU employees are eligible for a 1% discount on all recreational or boat loan products
2% discount off Visas and LOC Loans through RCU
0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.
0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.
0% interest on garment, fitness, or home office equipment loan of up to $500
100% financing for employee purchased homes!