Collections and Loss Mitigation - Member Care Rep II

Golden 1 Credit Union • Sacramento, CA

4d • 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 II works in Collections and Loss Mitigation, supporting members experiencing financial hardship and helping resolve delinquent and negative account activity. The role involves handling a high volume of inbound and outbound calls, negotiating repayment arrangements, investigating accounts, and providing solutions intended to support member financial wellness while meeting the Credit Union’s needs.

The representative also handles documentation, payment research and application, repossessions, and related insurance claims, deficiency balances, and vehicle remarketing. The position requires working knowledge of applicable laws, regulations, compliance procedures, and audit policies, as well as knowledge of Credit Union products, systems, loss mitigation, and collection processes. The role provides guidance to Member Care Representatives and assists with new-hire side-by-side training. Other duties may be assigned.

Requirements

• High school diploma or General Education Degree (GED) required.
• At least 2 years of recent experience performing progressive collection duties in a collection environment, including repossessions, installment loan collections (including VISA and Negative Shares), and initiating real estate foreclosure proceedings; alternatively, experience in either the Golden 1 Collection department or Loan department is required.
• Knowledge of state and federal laws and regulations relevant to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position.
• Proficient knowledge of Credit Union products, procedures, and systems.
• General knowledge of loss mitigation programs and their benefits.
• General knowledge of obtaining members’ financial information and using it to address delinquency.
• Ability to demonstrate negotiation, de-escalation, judgment, and critical-thinking skills.

Responsibilities

• Place and receive high-volume inbound and outbound calls and negotiate repayment plans that address the needs of members and the Credit Union.
• Identify, investigate, and resolve delinquent and negative account activity.
• Respond to telephone inquiries from members and Golden 1 staff regarding delinquent accounts.
• Use skip-tracing techniques and other investigations to locate members and the Credit Union’s collateral.
• Research and respond to inquiries from branches, members, and other departments to resolve delinquency issues.
• Engage members and consumers to identify needs and provide solutions that support financial wellness.
• Provide guidance to Member Care Representatives and assist with new-hire training through side-by-side training.
• De-escalate situations using sound judgment, critical thinking, and consideration of multiple perspectives.
• Communicate with Golden 1 staff to gather information needed to resolve delinquent accounts.
• Identify suitable products, services, and technologies for members and maintain a focus on deepening member relationships.
• Prepare and process documentation needed to resolve delinquent accounts.
• Recognize loan fraud types and assist in reporting suspicious patterns.
• Maintain training, knowledge, and responsibilities required by departmental procedures, and complete required regulatory training modules.
• Research account transactions and Credit Union records to resolve misapplied payments and ensure payments are properly credited.
• Evaluate regular and irregular payments on delinquent accounts and determine how they should be applied, or whether an unacceptable payment should be returned when foreclosure proceedings have been initiated.
• Collect on loans, Visa credit cards, and Negative Share accounts.
• Handle repossessions from assignment through insurance claims, deficiency balances when warranted, and vehicle remarketing.
• Comply with Credit Union procedures, audit policies, and the Fair Debt Collection Practices.
• Model Golden 1 core values and perform other duties as assigned.

Benefits

• Market-competitive and internally equitable total rewards compensation package.
• Programs supporting well-being and work-life balance, career development and growth, rewards and recognition, and Diversity, Equity and Inclusion.

What This Job Offers

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