Financial Assistance Representative I

Arise Financial Opportunity

There's never been a more exciting time to join us! We're launching a new brand and a new name Arise Financial (formerly known as Rockland FCU) with a bold vision for the futureone built on innovation, technology, and a commitment to helping people live more and worry less.

For more than a century, we've believed that banking is about putting people first. We're building on that legacy while embracing new ideas and creating an even better experience for both our employees and the members and communities we serve.

If you're looking for a place where you can grow, make an impact, and help shape what's next, we'd love to hear from you.

Why You'll Love Working Here

• Certified Great Place to Work
• Competitive pay
• Annual incentive/bonus potential
• Comprehensive benefits package including health, dental, vision, life, and AD&D
• 401(k) plan with employer match
• Generous paid time off and holidays
• Tuition reimbursement and professional development opportunities
• Opportunities for professional growth and career development
• Meaningful work that positively impacts our members and communities

About the Role

As a Financial Assistance Specialist II, youll perform a variety of duties to support the effective operations of the Financial Assistance Department. This position is responsible for member communication regarding delinquent accounts, payment processing, account research, and maintaining accurate records while ensuring compliance with regulatory standards and Credit Union policies and procedures.

What You'll Do

• Handle all member communications, including inbound and outbound phone calls and email correspondence regarding past due accounts, while conducting skip tracing activities when necessary.
• Perform loan research and resolution by collaborating with internal departments and accurately documenting all account activity in accordance with established Credit Union service level standards.
• Process member payments through debit card, ACH, and internal transfers with accuracy and compliance with departmental and Credit Union procedures.
• Maintain advanced knowledge of the Credit Unions full loan portfolio, including but not limited to credit cards, unsecured loans, auto loans, real estate loans, and auto leases.
• Consistently achieve departmental performance metrics while maintaining a high level of professionalism in all member and interdepartmental interactions.
• Accurately document all collection calls and update account information within the collections system, ensuring all notes and file maintenance are complete and accurate.
• Maintain a working knowledge of processes related to member accounts involved in bankruptcy and provide accurate, supportive member assistance.
• Provide secondary assessment and guidance for collectors seeking assistance with member accounts.
• Possess foundational knowledge of procedures for handling accounts of deceased members, including estate-related requirements.
• Perform all other duties as assigned.

What We're Looking For

• Minimum of 3 years of experience in first-party collections required.
• Proficient in Microsoft Office applications, including Excel, Word, Teams, and Outlook.
• Prior Credit Union experience preferred.
• Working knowledge of regulatory requirements related to collections, including FDCPA and Massachusetts state regulations.
• Strong communication, organizational, and problem-solving skills.
• Ability to handle sensitive member information with professionalism and confidentiality.
• Detail-oriented with the ability to manage multiple priorities in a fast-paced environment.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

In alignment with our commitment to pay transparency, we're pleased to share that the base range for this position is $26.40 - $28.50 per hour, excluding fringe benefits or potential incentives. If you're hired, your final base pay will be determined based on factors such as skills, education, and experience. We also take pay equity seriously and consider the internal equity of our current team members as part of any final offer.

This job posting is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements.

At this time, the Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization). If you need sponsorship now or in the future, look for this statement in the job description before you apply: The Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position. If this is not listed in the job description, we will not provide sponsorship for the candidate to work in the United States.