Member Care Collections and Loss Mitigation - Member Care Rep I

Member Care Rep I communicates and interacts with members to resolve delinquent and negative accounts, negotiates re-payment, and educates members about options available to resolve their delinquency.

Requirements

• Place and receive a high volume of inbound and outbound calls
• Identify, investigate, and resolve delinquent and negative account activity
• Update member and credit union account information accurately and efficiently
• Demonstrate an understanding of the member’s needs, concerns, and frustrations
• Educate members about options available to resolve their delinquency
• 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 to determine how it will be applied and when it is necessary to return a payment
• General knowledge of repossessions, loss mitigation, and potential benefits to the member and Golden 1
• 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
• Maintain acceptable call quality scores
• Complete regulatory training modules annually
• Model Golden 1 Core Values
• Perform other duties as assigned