Financial Assistance Specialist II

Rockland Federal Credit Union•Canton, MA

5h•$28 - $30•Hybrid

About The Position

Rockland Federal Credit Union is seeking a Financial Assistance Specialist II to join our team. The Financial Assistance Specialist II performs a variety of duties to support the effective operations of the Financial Assistance Department. This position is responsible for member communication regarding delinquent accounts, payment processing, account research, and maintaining accurate records while ensuring compliance with regulatory standards and Credit Union policies and procedures.

Requirements

Minimum of 3 years of experience in first-party collections required.
Proficient in Microsoft Office applications, including Excel, Word, Teams, and Outlook.
Working knowledge of regulatory requirements related to collections, including FDCPA and Massachusetts state regulations.
Strong communication, organizational, and problem-solving skills.
Ability to handle sensitive member information with professionalism and confidentiality.
Detail-oriented with the ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Prior Credit Union experience preferred.

Responsibilities

Handle all member communications, including inbound and outbound phone calls and email correspondence regarding past due accounts, while conducting skip tracing activities when necessary.
Perform loan research and resolution by collaborating with internal departments and accurately documenting all account activity in accordance with established Credit Union service level standards.
Process member payments through debit card, ACH, and internal transfers with accuracy and compliance with departmental and Credit Union procedures.
Maintain advanced knowledge of the Credit Union’s full loan portfolio, including but not limited to credit cards, unsecured loans, auto loans, real estate loans, and auto leases.
Consistently achieve departmental performance metrics while maintaining a high level of professionalism in all member and interdepartmental interactions.
Accurately document all collection calls and update account information within the collections system, ensuring all notes and file maintenance are complete and accurate.
Maintain a working knowledge of processes related to member accounts involved in bankruptcy and provide accurate, supportive member assistance.
Provide secondary assessment and guidance for collectors seeking assistance with member accounts.
Possess foundational knowledge of procedures for handling accounts of deceased members, including estate-related requirements.
Perform all other duties as assigned.