Member Care Escalations Rep

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

1719

Grade:

17H

Status:

Non-exempt

POSITION AND PURPOSE

Performs as an experienced, well developed, and trained Member Care representative with advanced communication and negotiation skills when interacting with members for prompt resolution of delinquent accounts to minimize Golden 1 non-performing asset accounts and promote account retention.

WHO WE ARE

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.

WHO YOU ARE

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.

THE WORK

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Ability to perform all duties of a Member Care Rep I and II as needed.

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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.

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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.

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Possess a high level of knowledge in all Member Care Department specialty areas such as negative shares, repossessions, suits, foreclosures and bankruptcies.

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Possess the knowledge to process repossession reinstatement and redemption request.

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Possess a thorough understanding of charge off accounts and the related expulsion process.

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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.

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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 .

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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.

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Maintain a high level of knowledge and responsibilities as described in departmental procedures.

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Maintain positive relations with all members, credit union departments, and branches discussing sensitive personal financial circumstances in a tactful manner.

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Possesses a proficient level of knowledge related to other Credit Union products, procedures and systems.

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Assist with escalated calls from members, branches and Golden 1 staff as needed.

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Assist Manager/Supervisor with special tasks or projects as needed.

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Research and respond to inquiries from members and other Golden 1 departments and branches on delinquent loans and account problems.

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Monitor compliance of credit union policies and Fair Debt Collection Practices.

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Assist in overseeing the department during manager, or supervisor absence.

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Help in all areas of the Collection Department when needed.

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Support department goals by meeting performance standards in all areas of the collection process.

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Other duties as assigned.

QUALIFICATIONS

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H.S. Diploma or General Education Degree (GED) required

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3+ years performing collection duties at a financial institution, as well as experience in areas dealing with VISA, Negative Shares, and Loans required

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Strong verbal and written communication skills, facsimile machine, ten key, microfiche, electronic banking equipment, VISA terminal, Credit Union and collection rules, regulations, policies, and procedures.

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None required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND 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.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.