Collections and Loss Mitigation - Member Care Rep II

Job Title: Member Care Rep II
Status: Non-exempt
Reports to: Supervisor - Member Care Collections
Department: Collections and Loss Mitigation
Job Code: 1765
Pay Range: $23.10 - $24.00 Hourly
Location:

WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You are known for approaching challenges with confidence, professionalism, and care. You excel at helping members navigate financial hardships, identifying practical solutions, and guiding complex situations toward positive outcomes for both the member and the organization.

WHAT YOU'LL DO:

• Place and receive a high volume of inbound and outbound calls, displaying a high level of negotiation skills to generate acceptable and sometimes sophisticated re-payment plans that meet the needs of both the Credit Union and members.
• Identify, investigate, and resolve delinquent and negative account activity.
• Accept incoming telephone inquiries for the resolution of delinquent accounts from members and Golden 1 staff.
• Initiate skip tracing techniques to locate the credit unions collateral.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
• Research and respond to inquiries from branches, members, and other departments to resolve member delinquency problems.
• Perform investigations to locate members with delinquent and negative accounts.
• Engage with members and consumers to identify and uncover needs and provide solutions that will enhance the member’s financial wellness.
• Knowledgeable of Member Care Collection processes and provide guidance to Member Care Representative.
• Assist with new hire training, completing side by side training.
• Ability to de-escalate situations, looking from several points of view and applying good judgment and critical thinking to resolve the situation.
• Communicate and interact with Golden 1 staff to gather information for resolution of delinquent accounts.
• Quickly identifies products, services and technologies that are the best fit for the member and maintains a focus on deepening relationships with members.
• Prepare and process all documentation necessary to resolve delinquent accounts.
• Be aware of different loan fraud types and assist in reporting suspicious patterns.
• Maintain a high level of training, knowledge, and responsibilities as described in departmental procedures.
• Possess a proficient level of knowledge related to other Credit Union products, procedures, and systems.
• General knowledge of loss mitigation and the benefits of loss mitigation programs.
• General knowledge of obtaining member’s financials and how to use the information to assist and resolve member delinquency.
• Review Credit Union records and transactions to resolve misapplied payments, researching account transactions to ensure payments are properly credited. Evaluate payments (regular and irregular) made on delinquent accounts and able to determine how the payment will be applied, i.e., principal, interest, escrow, and late charges, or possibly return payment if foreclosure proceedings have been initiated or payment is unacceptable.
• Demonstrate sound knowledge and ability to collect on loans, Visa credit cards, and Negative Share accounts.
• Handle all areas of repossession, from assignment through insurance claims and deficiency balances, if warranted, and vehicle remarketing.
• Comply with credit union procedures and audit policies and Fair Debt Collection Practices.
• Complete regulatory training modules as required.
• Model Golden1 core values.
• Perform other duties as assigned.

QUALIFICIATIONS AND PREFERENCES:

• H.S. Diploma or General Education Degree (GED) required
• 2+ years recent experience performing progressive collection duties in a collection environment including handling repossessions, installment loan collections including VISA and Negative Shares, and initiating real estate foreclosure proceedings, or experience in either the Collection department, or Loan department at Golden 1 required

WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser:

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

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