Collections and Loss Mitigation - Member Care Escalations Rep
About The Position
The Member Care Escalations Rep handles complex member collections and delinquency issues, developing repayment arrangements that balance member needs with the Credit Union’s goals. The role requires strong negotiation, communication, and problem-solving skills, as well as knowledge of collections, delinquency management, repossessions, bankruptcies, and applicable regulatory requirements. The representative handles sensitive financial matters professionally and empathetically while supporting account retention and minimizing credit risk. The position performs the duties of Member Care Rep I and II as needed, responds to escalated calls and inquiries, documents collection activity, supports departmental goals, and may help oversee the department when a manager or supervisor is absent. It is a non-exempt role reporting to the Supervisor - Member Care Collections, based in Sacramento, California, with a hybrid work arrangement.
Requirements
- High school diploma or GED.
- At least 3 years performing collection duties at a financial institution.
- Experience in areas involving VISA, negative shares, and loans.
- Knowledge of state and federal laws and regulations relevant to Credit Union compliance, including bank secrecy and anti-money-laundering laws appropriate to the position.
- Strong communication, negotiation, and problem-solving skills.
- Ability to handle sensitive financial situations professionally, empathetically, and with sound judgment.
Responsibilities
- Perform all duties of a Member Care Rep I and II as needed.
- Contact members by phone and negotiate acceptable repayment plans that address the needs of both the Credit Union and its members.
- Resolve delinquent accounts by discussing financial arrangements, explaining potential legal actions, and suggesting financial counseling as appropriate.
- Apply knowledge of specialty areas including negative shares, repossessions, suits, foreclosures, and bankruptcies.
- Process repossession reinstatement and redemption requests.
- Apply knowledge of charge-off accounts and the related expulsion process.
- Review and document account summaries, including calls, financial arrangements, and letters, to determine whether further Member Care efforts are needed.
- Maintain records for restricted delinquent and/or negative accounts and update files when payments are received.
- Follow departmental procedures and maintain knowledge of related responsibilities.
- Maintain positive relations with members, Credit Union departments, and branches when discussing sensitive financial circumstances.
- Assist with escalated calls from members, branches, and Golden 1 staff.
- Assist the Manager or Supervisor with special tasks or projects.
- Research and respond to inquiries from members and other Golden 1 departments and branches about delinquent loans and account problems.
- Monitor compliance with Credit Union policies and the Fair Debt Collection Practices Act.
- Assist in overseeing the department during a manager’s or supervisor’s absence.
- Help in all areas of the Collections Department as needed.
- Support department goals by meeting performance standards across the collection process.
- Perform other duties as assigned.
Benefits
- Market-competitive and internally equitable total rewards compensation package.
- Well-being and work-life balance programs.
- Career development and growth.
- Rewards and recognition.
- Commitment to Diversity, Equity and Inclusion.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
