Collections and Loss Mitigation - Member Care Escalations Rep

Golden 1 Credit Union • Sacramento, CA

5d • Hybrid

About The Position

Golden 1 Credit Union is hiring a Member Care Escalations Rep in Collections and Loss Mitigation. This experienced collections professional handles sensitive member financial situations with empathy, sound judgment, and strong negotiation and problem-solving skills. The role develops repayment solutions that balance member needs with credit union goals, supports account retention, and minimizes credit risk. The position is hybrid in Sacramento, California, non-exempt, and reports to the Supervisor - Member Care Collections. The pay range is $25.40–$27.00 per hour.

The representative performs duties of Member Care Rep I and II as needed and supports escalated member and staff inquiries. The role requires thorough knowledge of collections specialties, including negative shares, repossessions, lawsuits, foreclosures, bankruptcies, charge-offs, and related processes, as well as applicable state and federal regulations. The representative also helps oversee the department during a manager’s or supervisor’s absence and assists with special projects and other collection department needs.

Golden 1 describes its total rewards approach as including compensation, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to diversity, equity, and inclusion. Specific benefit programs are not listed in the posting.

Requirements

• High school diploma or General Education Degree (GED).
• At least 3 years performing collection duties at a financial institution.
• Experience in areas dealing with VISA, Negative Shares, and Loans.
• Strong communication, negotiation, and problem-solving skills.
• Knowledge of collections processes, delinquency management, repossessions, bankruptcies, and regulatory requirements.

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 the member.
• Work with members to resolve delinquent accounts, discuss financial arrangements, explain potential legal actions, and suggest financial counseling where appropriate.
• Maintain knowledge of Member Care specialty areas, including negative shares, repossessions, suits, foreclosures, and bankruptcies.
• Process repossession reinstatement and redemption requests.
• Understand charge-off accounts and the related expulsion process.
• Maintain understanding of applicable state and federal laws and regulations, including bank secrecy and anti-money-laundering requirements relevant to the position.
• Review and document account summaries and actions taken, including calls, alternative financial arrangements, and letters, to assess whether Member Care efforts should be escalated.
• Establish and maintain records for restricted delinquent and/or negative accounts.
• Update account files to record dates payments are received.
• Follow departmental procedures and maintain knowledge of associated responsibilities.
• Maintain positive relations with members, credit union departments, and branches while discussing sensitive financial circumstances tactfully.
• Maintain proficient knowledge of other credit union products, procedures, and systems.
• Assist with escalated calls from members, branches, and Golden 1 staff.
• Assist the Manager or Supervisor with special tasks and projects as needed.
• 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.
• Help oversee the department during the manager’s or supervisor’s absence.
• Assist in all areas of the Collection Department as needed.
• Support department goals by meeting performance standards across the collection process.
• Perform other duties as assigned.

Benefits

• The company describes its total rewards approach as including compensation, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity, and Inclusion; specific benefits are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED