Collections and Loss Mitigation - Member Care Rep I

Golden 1 Credit Union•Sacramento, CA

1d•Hybrid

About The Position

Golden 1 Credit Union is a member-owned, not-for-profit cooperative guided by the philosophy of “people helping people.” The Member Care Rep I supports members with past-due and negative accounts by negotiating repayment solutions, investigating account activity, and helping members understand financial assistance options. The role combines high-volume inbound and outbound calls with account research, documentation, and coordination with other credit union team members. It calls for compassionate service, sound judgment, de-escalation skills, and compliance with applicable laws, regulations, and credit union policies. This is a hybrid position in Sacramento, California. It is non-exempt and reports to the Supervisor - Member Care Collections. The listed hourly pay range is $20.00–$22.00. The role requires a high school diploma or GED and six months to one year of general collection duties in a collection environment.

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.
Ability to de-escalate challenging situations and apply judgment and critical thinking.
Ability to maintain compliance with applicable collection policies, laws, and regulations.

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, concerns, and frustrations with care, concern, and appropriate urgency.
Educate members about options for resolving delinquency and retaining and enhancing member loyalty.
Communicate with other Golden 1 team members to gather information for delinquent-account resolution.
De-escalate tense situations by considering different perspectives and applying judgment and critical thinking.
Learn and retain 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 crediting.
Evaluate regular and irregular payments on delinquent accounts to determine their application among principal, interest, escrow, and 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 members and Golden 1.
Obtain and use members’ financial information to assist with resolving delinquency.
Use skip-tracing techniques to locate members or credit union collateral.
Maintain an understanding of applicable state and federal laws and regulations, including bank secrecy and anti-money laundering laws relevant to the role.
Comply with credit union policies, the Fair Debt Collection Practices Act, and other rules and regulations related to collections.
Meet performance standards for the role, including phone efficiency and quality in a fast-paced environment, and maintain acceptable monthly audited call-quality scores.
Complete required regulatory training modules annually.
Model Golden 1 Core Values.
Perform other duties as assigned.