Collections and Loss Mitigation - Member Care Rep I

Golden 1 Credit Union•Sacramento, CA

1d•Hybrid

About The Position

The Member Care Rep I works in Collections and Loss Mitigation, providing support to members with past-due and negative accounts. The role involves negotiating repayment solutions, investigating and resolving account activity, accurately updating records, and helping members understand available financial assistance options. The representative provides compassionate service, de-escalates difficult interactions, and works with other Golden 1 team members to resolve delinquent accounts while protecting organizational assets. The position requires knowledge of collections practices, loss mitigation, repossessions, payment application, skip tracing, and relevant credit union policies and regulations. Representatives prepare and process documentation, research transactions, complete required regulatory training, and meet established phone efficiency and call-quality standards in a fast-paced environment. Other duties may be assigned.

Requirements

High school diploma or General Education Degree (GED).
Six months to one year performing general collection duties in a collection environment.
Ability to handle high-volume inbound and outbound calls and negotiate repayment solutions.
Customer-focused approach, including the ability to provide compassionate support and de-escalate challenging situations.
Ability to use judgment and critical thinking to investigate and resolve delinquent account issues.
Ability to meet phone efficiency and call-quality performance standards.

Responsibilities

Place and receive high volumes 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 and concerns with care, concern, and an appropriate sense of urgency.
Educate members about options for resolving delinquency and retaining or enhancing member loyalty.
Communicate with other Golden 1 team members to gather information needed to resolve delinquent accounts.
De-escalate tense situations by considering multiple points of view 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 and determine their application to principal, interest, escrow, or late charges, and whether a payment must be returned when foreclosure proceedings have begun or a payment is unacceptable.
Apply general knowledge of repossessions, from assignment through insurance claims and deficiency balances when warranted, and vehicle remarketing.
Apply general knowledge of loss mitigation and its potential benefits to members and Golden 1.
Obtain and use members’ financial information to assist with resolving delinquencies.
Use skip-tracing techniques to locate members or credit union collateral.
Maintain knowledge of applicable state and federal laws and regulations, including bank secrecy and anti-money laundering requirements relevant to the position.
Comply with credit union policies, the Fair Debt Collection Practices Act, and other applicable collections rules and regulations.
Meet established performance standards, including phone efficiency and quality standards 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.