Collections and Loss Mitigation - Member Care Rep I

Golden 1 Talent Acquisition Team•Sacramento, CA

2d•$20 - $22

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 works in Collections and Loss Mitigation, helping members resolve past-due and negative accounts while providing compassionate service and protecting the Credit Union’s assets. The position handles a high volume of inbound and outbound calls, identifies and investigates delinquent account activity, negotiates repayment solutions, and explains available financial assistance options. It also involves researching transactions, preparing resolution documentation, applying payments appropriately, using skip-tracing techniques, and maintaining compliance with applicable laws, regulations, and Credit Union policies. The role is non-exempt and reports to the Supervisor - Member Care Collections. Golden 1 describes its total rewards approach as encompassing compensation, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to diversity, equity, and inclusion. The posting includes the designation “#LI-Hybrid,” but does not specify the work location or arrangement in detail.

Requirements

High school diploma or General Education Degree (GED).
Six months to one year of general collection duties in a collections environment.
Customer-focused collections experience, including resolving delinquent accounts, negotiating payment solutions, and supporting members compassionately.
Ability to problem-solve and de-escalate challenging situations.
Ability to work in a fast-paced environment while maintaining compliance and service quality.

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.
Accurately and efficiently update member and Credit Union account information.
Respond to members’ needs, concerns, and frustrations with care, concern, and appropriate urgency.
Educate members about options for resolving delinquency and support member loyalty.
Communicate with other Golden 1 team members to gather information needed to resolve delinquent accounts.
De-escalate tense situations using sound 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 payments are credited accurately.
Evaluate regular and irregular payments on delinquent accounts and determine their application to principal, interest, escrow, and late charges; determine when a payment must be returned due to foreclosure proceedings or because it 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 understanding of applicable state and federal laws and regulations, including bank secrecy and anti-money-laundering requirements appropriate to the position.
Comply with Credit Union policies, the Fair Debt Collection Practices Act, and other applicable collections rules and regulations.
Meet performance standards for the grade level, 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.