Financial Assistance Representative II

Redwood Credit Union•Napa, CA

8d•Onsite

About The Position

Redwood Credit Union is looking for a Financial Assistance Representative II, who will perform a wide variety of semi- routine duties of moderate to high complexity, requiring discretion, initiative, judgment, independent analysis, negotiation skills, and detailed knowledge of departmental procedures. Solid knowledge of Fair Debt Collections Act, collection laws and regulation, and repossession processes. 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, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all.

Requirements

Solid Knowledge of Fair Debt Collections Act.
Solid 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.
Solid Knowledge of skip tracing, repossessions, small claims, and bankruptcies.
Comprehensive Knowledge of insurance (collateral and disability) as it pertains to the collection of delinquent accounts.
Strong written and verbal communication skills, with ability to communicate professional including excellent telephone skills.
Skill in the operation of a personal computer with word processing and spreadsheet software and internet and intranet access.
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 work a rotating schedule which will include working on rotating Saturdays.
High school diploma or equivalent.
Minimum of five years of collection experience in a measured, productivity driven environment with demonstrated results.

Responsibilities

Contact Members with delinquent loans, negative shares, or Visa accounts to arrange payments or assess financial status
Handle high-risk accounts, negotiate payment plans, and process skip-a-payments
Support loan modifications and financial assistance packages
Work deceased member accounts and coordinate with internal teams
Perform skip-tracing and manage escalated member situations professionally
Accept phone payments, process extensions, and support workout loans
Recommend accounts for repossession and assist with recovery processes
Provide mentorship and training to team members
Assist in processing request for charge-off for accounts for those loans determined to be un-collectible, as assigned.
Assist in the preparation of documents needed for the pursuit of legal action against Members and/or manage bankruptcy process, as assigned.
Serve non- delinquent Members by accepting phone payments, processing extension requests and workout loans.
Act as Administrator of Collection system/platform, making required system changes in coordination with Management team, and providing training or guidance to team, as assigned.
Prepare monthly reporting for FAD team and Executive management, including Status and Board of Director reports, as well as specialty reports, upon request.
Prepare periodic specialty reports or balance department related general ledger accounts, as assigned.

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!