Member Care Representative

Member Care Representative

Our client, a well-respected financial institution located in Sacramento, is searching for a Member Care Representative to support high-volume member interactions and assist with resolving delinquent and negative accounts. This role is ideal for a service-driven professional who excels in phone-based communication, problem-solving, and navigating sensitive financial situations with empathy and accuracy. The Member Care Representative will partner closely with internal teams to research account activity, process documentation, and ensure members receive clear, supportive guidance. This is an excellent opportunity to join a collaborative organization while contributing to meaningful member support and financial resolution efforts.

Responsibilities:

• Handle high-volume inbound and outbound calls to resolve delinquent and negative accounts.
• Investigate account issues, update member records, and ensure accurate payment posting.
• Educate members on repayment options and financial assistance programs.
• De-escalate difficult situations using empathy, judgment, and critical-thinking skills.
• Prepare documentation, research misapplied payments, and support loss-mitigation efforts.
• Use skip-tracing techniques to locate members or collateral.
• Maintain compliance with collection regulations and federal/state laws.
• Meet performance standards for call efficiency, quality, and monthly audit scores.

Skills & Qualifications:

• High school diploma required.
• 1-2 years of collections or related experience required.
• Strong communication skills and ability to manage high-volume phone interactions.
• Knowledge of banking policies, collection regulations, and financial assistance programs.
• Strong judgment, problem-solving, and documentation accuracy in a fast-paced environment.
• Bilingual Spanish preferred.