Collections and Loss Mitigation - Member Care Rep I
About The Position
The Member Care Rep I works in Collections and Loss Mitigation, supporting members with past-due and negative accounts. The role handles high volumes of inbound and outbound calls to negotiate repayment, investigate and resolve account activity, and explain available options in a compassionate, member-focused manner. It also involves researching account records and transactions, preparing resolution documentation, and helping members and the credit union address payment, repossession, and loss-mitigation matters while protecting organizational assets. The representative is expected to maintain knowledge of relevant financial assistance programs, credit union policies, and applicable state and federal regulations. Performance is measured against established standards for phone efficiency and call quality. The position is hybrid in Sacramento, California, is non-exempt, and pays $20.00–$22.00 per hour.
Requirements
- High school diploma or General Education Degree (GED).
- Six months to one year performing general collection duties in a collection environment.
- Maintain knowledge of state and federal laws and regulations relevant to the position, including bank secrecy and anti-money-laundering laws.
- Comply with credit union policies, Fair Debt Collection Practices, and other applicable collections rules and regulations.
Responsibilities
- Place and receive a high volume of inbound and outbound calls to negotiate repayment for past-due and negative accounts.
- Identify, investigate, and resolve delinquent and negative account activity.
- Update member and credit union account information accurately and efficiently.
- Respond to members’ needs, concerns, and frustrations with care, concern, and appropriate urgency.
- Educate members about options for resolving delinquency and retaining and enhancing member loyalty.
- Coordinate with other Golden 1 team members to gather information needed to resolve delinquent accounts.
- De-escalate tense situations by considering multiple perspectives and applying judgment and critical thinking.
- Learn and maintain working knowledge of department financial assistance programs and services.
- Prepare and process documentation needed to resolve delinquent accounts.
- Review and research credit union records and transactions to resolve misapplied payments and ensure accurate payment crediting.
- Evaluate regular and irregular payments on delinquent accounts to determine application to principal, interest, escrow, or late charges, and determine when a payment must be returned because foreclosure proceedings have begun or the payment is unacceptable.
- Apply general knowledge of repossessions, including assignment, insurance claims, deficiency balances, and vehicle remarketing.
- Apply general knowledge of loss mitigation and its potential benefits to the member and Golden 1.
- Obtain and use members’ financial information to help resolve delinquency.
- Use skip-tracing techniques to locate members or credit union collateral.
- Maintain understanding of applicable state and federal laws and regulations, including bank secrecy and anti-money-laundering laws relevant to the position.
- Comply with credit union policies, Fair Debt Collection Practices, and other applicable collections rules and regulations.
- Meet established performance standards for the position, including phone efficiency and quality in a fast-paced environment.
- Maintain acceptable call-quality scores as audited and measured monthly.
- Complete required annual regulatory training modules.
- Model Golden 1 Core Values.
- Perform other duties as assigned.
Benefits
- Golden 1 describes its total rewards package as including comprehensive compensation, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
