Member Care Collections and Loss Mitigation - Member Care Rep I

Member Care Rep I 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.

Requirements

• Place and receive a high volume of inbound and outbound calls to negotiate re-payment for past due and negative accounts
• Identify, investigate, and resolve delinquent and negative account activity
• Update member and credit union account information accurately and efficiently
• Communicate and interact with other Golden 1 team members to gather information for resolution of delinquent accounts
• Ability to de-escalate tense situations
• Learn and retain an exceptional working knowledge of department financial assistance programs and services
• Prepare and process documentation necessary to resolve delinquent accounts
• Review and research Credit Union records and transactions to resolve misapplied payments and transactions
• Evaluate payments being made on delinquent accounts to determine how the payment will be applied
• General knowledge of repossessions and loss mitigation
• General knowledge of how to obtain the member's financial information and use it to assist and resolve the member's delinquency
• Initiate skip tracing techniques to locate member's or the credit union's collateral
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance
• Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment
• Maintain acceptable call quality scores as audited and measured monthly
• Complete regulatory training modules annually, as required

Benefits

• Generous Paid Time Off
• 401k Matching