Collections and Loss Mitigation - Member Care Rep II

Golden 1 Talent Acquisition Team•Sacramento, CA

1d•$23 - $24•Hybrid

About The Position

The Member Care Rep II supports Collections and Loss Mitigation by resolving delinquent and negative account activity and helping members navigate financial hardship. The role handles high volumes of inbound and outbound calls, negotiates repayment plans, researches account activity, and identifies solutions that support both members and the Credit Union. It also involves repossession and related processes, compliance with applicable laws and procedures, and providing guidance and training to other Member Care Representatives.

Requirements

High school diploma or GED.
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 Golden 1's Collection or Loan department.

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, including responding to member and staff inquiries.
Use skip-tracing techniques and other investigations to locate members and Credit Union collateral.
Research delinquency issues and communicate with branches, members, and other departments to gather information and resolve accounts.
Engage members and consumers to identify needs and provide solutions that support financial wellness and strengthen member relationships.
Provide guidance to Member Care Representatives and assist with new-hire training, including side-by-side training.
De-escalate challenging situations using judgment, critical thinking, and consideration of differing perspectives.
Prepare and process documentation needed to resolve delinquent accounts.
Recognize loan fraud types and assist in reporting suspicious patterns.
Maintain knowledge of departmental procedures, Credit Union products, processes, and systems, as well as required training and responsibilities.
Apply general knowledge of loss mitigation programs and obtain and use member financial information to address delinquency.
Review records and transactions to resolve misapplied payments and determine appropriate application of regular and irregular payments, including principal, interest, escrow, and late charges; return payments when appropriate.
Collect on loans, Visa credit cards, and Negative Share accounts.
Handle repossessions from assignment through insurance claims and deficiency balances, and support vehicle remarketing.
Comply with Credit Union procedures, audit policies, and Fair Debt Collection Practices; complete required regulatory training modules.
Model Golden 1 core values and perform other duties as assigned.