Collections and Loss Mitigation - Member Care Escalations Rep

Job Title: Member Care Escalations Rep

Status: Non-exempt

Reports to: Supervisor - Member Care Collections

Department: Collections and Loss Mitigation

Job Code: 1719

Pay Range: $25.40 - $27.00 Hourly

Location: Hybrid in Sacramento, CA

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.

You are an experienced collections professional with strong communication, negotiation, and problem-solving skills. You excel at working with members facing financial challenges, developing effective repayment solutions that balance member needs with organizational goals. With deep knowledge of collections processes, delinquency management, repossessions, bankruptcies, and regulatory requirements, you handle sensitive situations with professionalism, empathy, and sound judgment while supporting account retention and minimizing credit risk.

• Ability to perform all duties of a Member Care Rep I and II as needed.
• Contact members by phone demonstrating 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 member.
• Negotiate with members to resolve the delinquent status of accounts, discuss possible financial arrangements that would resolve temporary problems, inform them of potential legal actions, and suggest financial counseling, to arrive at suitable payment arrangements.
• Possess a high level of knowledge in all Member Care Department specialty areas such as negative shares, repossessions, suits, foreclosures and bankruptcies.
• Possess the knowledge to process repossession reinstatement and redemption request.
• Possess a thorough understanding of charge off accounts and the related expulsion process.
• Maintain a thorough understanding of state, federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
• Ability to thoroughly review and document account summaries on all actions taken, such as telephone conversations, alternative financial arrangements, and letters mailed to assess the need for escalated Member Care efforts.
• Establish and maintain records relating to restricted delinquent and or negative accounts. Update the account files by indicating the date(s) payment(s) is/are received.
• Maintain a high level of knowledge and responsibilities as described in departmental procedures.
• Maintain positive relations with all members, credit union departments, and branches discussing sensitive personal financial circumstances in a tactful manner.
• Possesses a proficient level of knowledge related to other Credit Union products, procedures and systems.
• Assist with escalated calls from members, branches and Golden 1 staff as needed.
• Assist Manager/Supervisor with special tasks or projects as needed.
• Research and respond to inquiries from members and other Golden 1 departments and branches on delinquent loans and account problems.
• Monitor compliance of credit union policies and Fair Debt Collection Practices.
• Assist in overseeing the department during manager, or supervisor absence.
• Help in all areas of the Collection Department when needed.
• Support department goals by meeting performance standards in all areas of the collection process.
• Other duties as assigned.

• H.S. Diploma or General Education Degree (GED) required
• 3+ years performing collection duties at a financial…