Collections & Recovery Specialist

Redwood Credit Union is looking for a Financial Assistance Representative I who will be responsible for performing a wide variety of semi-routine duties of moderate complexity requiring the exercise of discretion, initiative, judgment, independent analysis, and detailed knowledge of departmental procedures.

Key Responsibilities

Member Contact:

o Contact members with delinquent loans, negative shares, and Visa accounts to arrange payments, assess account status, and restore services.

o Handle inbound and outbound calls while adhering to compliance and member information security protocols.

o Deliver exceptional service to members and internal departments, making sound decisions and escalating issues when necessary.

o Perform skip-tracing and support delinquent members by processing payments, extensions, and workout loans.

o Recommend accounts for repossession and assist Collateral Recovery Officers with documentation and follow-up.

o Support bankruptcy and deceased member account processes as assigned

Admin Support:

o Assist in processing request for charge off accounts for those loans determined to be un-collectible.

o Complete departmental and back-office tasks as assigned including (but not limited to) typing, routine letter and/or documents.

o Assist in the preparation of documents needed for the pursuit of legal action against Members and/or support the bankruptcy process, as assigned.

o Prepare periodic specialty reports or balance department related general ledger accounts, as assigned.

o Serve non- delinquent Members by accepting phone payments, processing extension requests and workout loans.

Join us and discover why you'll love working at Redwood Credit Union!

ABOUT REDWOOD CREDIT UNION (RCU):

At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.

As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all.

Why work for Redwood Credit Union?

• 25th largest credit union in the U.S. and the largest financial institution based in the North Bay

• Recognized by Newsweek as one of "America's Best Credit Unions 2026"

• Awarded a 5-Star Bauer Rating

• Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2025"

• Top Corporate Philanthropists (#24) - San Francisco Business Times

• Voted Best Places to Work in the North Bay
20 years in a row

• World-class Employee Engagement scores

• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate

• Industry leading Net Promoter Scores across the U.S.

• Knowledge of Fair Debt Collections Act.
• Knowledge of Federal and state laws, rules, and regulations concerning Credit Union collection activities.
• Comprehensive knowledge of repossession process.
• Comprehensive understanding of call center environment.
• Knowledge of skip tracing, small claims, and bankruptcies.
• Knowledge of insurance (collateral and disability) as it pertains to the collection of delinquent accounts.
• Skill in the operations of a personal computer with Internet and intranet access, word processing and spreadsheet software.
• Ability to provide quality professional service to all Members.
• Ability and desire to work in a team environment.
• Ability to keep Members information confidential, strictly adhering to company MIS policies.
• Ability to measure performance in a productivity driven environment.
• Ability to communicate effectively, accurately, intelligently, and professionally, both verbally and in writing, including effective telephone communication skills.
• Ability to establish…