Member Care Rep I

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

THE DETAILS

Job Code:

1750

Grade:

14H

Status:

Non-exempt

POSITION AND PURPOSE

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.

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 a customer-focused collections professional with experience resolving delinquent accounts, negotiating payment solutions, and providing compassionate support to members.

You excel at problem-solving, de-escalating challenging situations, and helping members find the best path to financial stability while maintaining compliance and service excellence.

You thrive in fast-paced environments and are committed to delivering positive member experiences while protecting organizational assets.

THE WORK

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Place and receive a high volume of inbound and outbound calls in an effort to negotiate re-payment for past due and negative accounts.

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Identify, investigate, and resolve delinquent and negative account activity.

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Update member and credit union account information accurately and efficiently.

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Demonstrate an understanding of the member’s needs, concerns, and frustrations by responding with care and concern, and an appropriate sense of urgency.

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Educate members about options available to resolve their delinquency and retain and enhance member loyalty.

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Communicate and interact with other Golden 1 team members to gather information for resolution of delinquent accounts.

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Ability to de-escalate tense situations, looking from several points of view and applying good judgment and critical thinking to resolve the situation.

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Learn and retain an exceptional working knowledge of department financial assistance programs and services.

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Prepare and process documentation necessary to resolve delinquent accounts.

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Review and research Credit Union records and transactions to resolve misapplied payments and transactions to ensure payments are accurately credited.

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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.

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General knowledge of repossessions from assignment through insurance claims and deficiency balances, if warranted, and vehicle remarketing.

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General knowledge of loss mitigation and potential benefits to the member and Golden 1.

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General knowledge about how to obtain the member’s financial information and use it to assist and resolve the member’s delinquency.

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Initiate skip tracing techniques to locate member’s or the credit union’s collateral.

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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.

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Compliance with credit union policies, Fair Debt Collection Practices, and other applicable rules and regulations related to Collections.

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Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment.

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Maintain acceptable call quality scores as audited and measured monthly.

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Complete regulatory training modules annually, as required.

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Model Golden 1 Core Values.

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Perform other duties as assigned.

QUALIFICATIONS

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

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Six months to one year performing general collection duties in a collection environment required

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Strong oral and written communication skills, facsimile machine, ten key, microfiche, electronic banking equipment, Visa terminal, credit union and collection rules, regulations, and policies.

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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.