Member Care Collections and Loss Mitigation - Member ...

Member Care Rep 1 Communicates and interacts with members for the prompt resolution of delinquent and negative accounts to minimize Golden 1's loss of non-performing asset accounts. Tasks, Duties, Functions: Place and receive a high volume of inbound and outbound calls in an effort to negotiate re-payment for past due and negative accounts. Identify, investigate, and resolve delinquent and negative account activity. Update member and credit union account information accurately and efficiently. Demonstrate an understanding of the member's needs, concerns, and frustrations by responding with care and concern, and an appropriate sense of urgency. Educate members about options available to resolve their delinquency and retain and enhance member loyalty. Communicate and interact with other Golden 1 team members to gather information for resolution of delinquent accounts. Ability to de-escalate tense situations, looking from several points of view and applying good judgment and critical thinking to resolve the situation. Learn and retain an exceptional working knowledge of department financial assistance programs and services. Prepare and process documentation necessary to resolve delinquent accounts. Review and research Credit Union records and transactions to resolve misapplied payments and transactions to ensure payments are accurately credited. Evaluate payments (regular and irregular) being made on delinquent accounts to determine how the payment will be applied, i.e., principal, interest, escrow, and late charges, and when it is necessary to return a payment if foreclosure proceedings have been initiated or payment is unacceptable. General knowledge of repossessions from assignment through insurance claims and deficiency balances, if warranted, and vehicle remarketing. General knowledge of loss mitigation and potential benefits to the member and Golden 1. General knowledge about how to obtain the member's financial information and use it to assist and resolve the member's delinquency. Initiate skip tracing techniques to locate member's or the credit union's 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. Compliance with credit union policies, Fair Debt Collection Practices, and other applicable rules and regulations related to Collections. Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment. Maintain acceptable call quality scores as audited and measured monthly. Complete regulatory training modules annually, as required. Model Golden 1 Core Values. Perform other duties as assigned. Physical Skills, Abilities, and Exertion Utilized in the Performance of These Tasks: Effective oral and written communication skills required to interact with members and provide constructive follow-up on delinquent accounts. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone. Organizational Contacts & Relationships: Internal: Branch management, staff, Payroll Deduction, Electronic Services, Centralized Lending, Records Management, and Compliance and Risk Management. External: Members, law enforcement agencies, judicial departments, peer collectors, or groups that will result in resolution of delinquent accounts. Qualifications: Education: Successful completion of High School curriculum is required. Experience: Six months to one year performing general collection duties in a collection environment. Knowledge/Skills: Strong oral and written communication skills, facsimile machine, ten key, microfiche, electronic banking equipment, Visa terminal, credit union and collection rules, regulations, and policies. Physical Requirements: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. High volume of telephone communication throughout the workday. Licenses/Certifications: None Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. This job description provides an overview of the general scope and level of work expected to be performed, but it is not an exhaustive list of all duties or responsibilities associated with the position. The credit union reserves the right to modify, add, or remove duties as needed without advance notice. Employees may be required to perform additional tasks and duties as directed by their supervisor, provided such tasks are within the employee's knowledge, skills, and abilities, or can be performed with reasonable training. Nothing in this job description alters the at-will employment relationship or limits the credit union's right to assign or reassign duties and responsibilities to this position at any time.

Created: 2026-03-04