Collections and Loss Mitigation - Member Care Escalations Rep

Golden-1-Credit-Union; Manlove (CA); Hybrid; USD 34,000 - 37,000; Full time

Job summary

Golden 1 Credit Union is seeking a Member Care Escalations Rep in a hybrid role based in Sacramento, CA. You will support collections and loss mitigation, negotiating repayment plans and handling complex delinquency issues with professionalism and empathy.

Ideal candidates have 3+ years of collection experience in financial services, strong negotiation and communication skills, and comprehensive knowledge of related regulations. This role emphasizes member retention while minimizing credit risk.

Qualifications

• H.S. Diploma or GED required.
• 3+ years performing collection duties at a financial institution, including VISA, Negative Shares, and Loans.

Responsibilities

• Perform duties of Member Care Rep I and II as needed.
• Contact members by phone to generate repayment plans.
• Negotiate to resolve delinquent accounts and discuss financial arrangements.
• Possess knowledge of negative shares, repossessions, suits, foreclosures and bankruptcies.
• Process repossession reinstatement and redemption requests.
• Understand charge-offs and related expulsion process.
• Review and document account actions and communications for escalation needs.
• Maintain records of restricted delinquent/negative accounts and update payment dates.
• Support department goals by meeting collection process performance standards.
• Assist in escalated calls from members and staff; participate in special tasks or projects.

Skills

Negotiation

Communication

Problem-solving

Regulatory knowledge

Education

H.S. Diploma or GED

Job description

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

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.

WHAT YOU'LL DO:

• 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.

QUALIFICATIONS AND PREFERENCES:

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


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

WHY JOIN US:

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

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.

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