Member Care Collections and Loss Mitigation - Member Care Rep II; Remote in CA

general description

communicates and interacts with members for the prompt resolution of delinquent and negative accounts. Educate our members to promote account retention and minimize the golden 1 non‑performing asset accounts.

job title: member care rep ii

department: member care

status: non‑exempt

job code: 1765

pay scale: $23.00 – $24.00 hourly

• 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 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.
• 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 identify products, services and technologies that are the best fit for the member and maintain 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 be 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.

• 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…