Special Accounts Representative

SAG-AFTRA Federal Credit Union•Burbank, CA

3d•$24 - $27•Onsite

About The Position

The ideal candidate will perform a variety of basic and essential duties. The role may involve both general and specialized tasks, offering a dynamic work environment. This position will assist with managing and resolving complex and high-risk member accounts via telephone, mail and email. Ensuring credit union compliance with State and Fair Debt Collection Practices while providing professional, efficient and effective support in specified areas within Special Accounts Department. This position is a back up to other areas within the Special Accounts department.

Requirements

High school diploma or equivalent required.
Minimum of 2 years of current position-related knowledge and experience.
Experience communicating with members by telephone and letter correspondence.
Ability to maintain accuracy and promptly complete duties with a high degree of attention to detail while meeting deadlines.
Strong communication, organization, analytical and problem-solving skills.
Advanced problem-solving skills in detecting normal account patterns, possible fraudulent activity.
Critical decision making to minimize risk and protect both members and credit union using Verafin, Visa-CAMS, internal reports.
Ability to generate and analyze research data, establish facts and draw valid conclusions.
High attention to detail.
Effectively handle multiple, simultaneous, and changing priorities.
Ability to receive and maintain confidential information.
Self-motivated and self-directed; ability to work independently under minimal supervision.

Responsibilities

Safeguard member privacy and maintain security controls to protect against both criminal and fraudulent activity.
Provide superior and efficient member service via telephone, email and/or alternative methods of communication.
Contact members regarding past-due loans, negative account balances and other delinquent obligations by telephone, email and written correspondence.
Process member fraud and dispute claims.
Manage delinquent accounts and perform activities in accordance with credit union policies and procedures and applicable collection, privacy and regulatory requirements.
Investigate and resolve suspected Visa debit/credit fraud and other fraudulent account activity.
Review and resolve Visa CAMS (Compromised Account Management System) alerts, FICO Card Services and notifications for possible fraudulent transactions, compromised card restriction and member notifications.
Review member accounts, loan information, account notes, and payment history to determine appropriate collection follow-up.
Respond to basic member inquiries regarding delinquent balances, payment due dates and account status.
Prepare and send routine collection notices and correspondence as required.
Assist members with resolving delinquent accounts by discussing payments options and acceptable payment arrangements within established guidelines.
Maintain accurate and proper documentation for accounts and Visa debit or credit cards.
Review all daily controls to mitigate loss to credit union, including Verafin, DD-182, SD-98 and collection queue noting 1-30 days past due.
Process and accurate posting of payments made via telephone.
Preparation of department documents for Iron Mountain shipping and storage.
Review of loan applications/account search for lite skip-tracing, including- address typos, potential new telephone numbers, etc.
Maintain accurate GL totals for Visa debit/credit monthly loss totals and provide report(s)to AVP, Special Accounts, CEO, CFO and CLO.
Identify accounts requiring additional review or escalation to AVP, Special Accounts.
Cross training with Senior Special Accounts Representative & AVP, Special Accounts for desk coverage when necessary.
Regular, reliable, and timely attendance.
Other duties as assigned by management.