Financial Assistance Representative I (Collections Representative)

Redwoodcu; Napa (CA); On-site; USD 37,195 - 48,216; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Employee incentive plan

401(k) match

Paid holidays

Birthday off

Job summary

Redwood Credit Union is seeking a Financial Assistance Representative I to perform semi-routine duties requiring discretion and judgment, with detailed knowledge of departmental procedures. You will contact members with delinquent loans, handle calls, process payments, extensions, and workout loans while ensuring compliance and secure handling of member information.

Ideal candidate has a high school diploma and at least three years in collections; the role offers a base hourly rate of $27–$35

Qualifications

• High school diploma required; minimum three years of collections experience in a measured, productivity-driven environment.
• Knowledge of Fair Debt Collections Act and related laws governing credit union collections.
• Ability to provide quality professional service to all members and work in a team environment.
• Strong communication skills and confidentiality in handling member information.

Responsibilities

• Contact members with delinquent loans, negative shares, and Visa accounts to arrange payments and restore services.
• Handle inbound and outbound calls with compliance and member information security.
• Process payments, extensions, and workout loans; escalate issues as needed.
• Assist in processing charge-offs, bankruptcy support, and legal actions as assigned.
• Prepare reports and assist with back-office tasks and balance department ledgers.
• Assist in bankruptcy and deceased member account processes.

Skills

Customer service

Discretion and judgment

Analytical thinking

Communication skills

Confidentiality

Teamwork

FDCPA knowledge

Call center experience

Legal process knowledge

Education

High school diploma

Tools

General PC proficiency

Word processing software

Spreadsheet software

Internet/Intranet access

Job description

Redwood Credit Union is looking for a Financial Assistance Representative I who will be responsible for performing a wide variety of semi‑routine duties of moderate complexity requiring the exercise of discretion, initiative, judgment, independent analysis, and detailed knowledge of departmental procedures.

Key Responsibilities

Member Contact

• Contact members with delinquent loans, negative shares, and Visa accounts to arrange payments, assess account status, and restore services.
• Handle inbound and outbound calls while adhering to compliance and member information security protocols.
• Deliver exceptional service to members and internal departments, making sound decisions and escalating issues when necessary.
• Perform skip‑tracing and support delinquent members by processing payments, extensions, and workout loans.
• Recommend accounts for repossession and assist Collateral Recovery Officers with documentation and follow‑up.
• Support bankruptcy and deceased member account processes as assigned.

Admin Support

• Assist in processing request for charge off accounts for those loans determined to be un‑collectible.
• Complete departmental and back‑office tasks as assigned including (but not limited to) typing, routine letter and/or documents.
• Assist in the preparation of documents needed for the pursuit of legal action against Members and/or support the bankruptcy process, as assigned.
• Prepare periodic specialty reports or balance department related general ledger accounts, as assigned.
• Serve non‑delinquent Members by accepting phone payments, processing extension requests and workout loans.

Qualifications

• Knowledge of Fair Debt Collections Act.
• Knowledge of Federal and state laws, rules, and regulations concerning Credit Union collection activities.
• Comprehensive knowledge of repossession process.
• Comprehensive understanding of call center environment.
• Knowledge of skip tracing, small claims, and bankruptcies.
• Knowledge of insurance (collateral and disability) as it pertains to the collection of delinquent accounts.
• Skill in the operations of a personal computer with Internet and intranet access, word processing and spreadsheet software.
• Ability to provide quality professional service to all Members.
• Ability and desire to work in a team environment.
• Ability to keep Members information confidential, strictly adhering to company MIS policies.
• Ability to measure performance in a productivity‑driven environment.
• Ability to communicate effectively, accurately, intelligently, and professionally, both verbally and in writing, including effective telephone communication skills.
• Ability to establish and maintain effective working relationships with a diverse group of people.
• Ability to work a rotating schedule which will include working on rotating Saturdays.

The ideal candidate has a combination of education and experience equivalent to a high school diploma with a minimum of three years of collections experience in a measured, productivity‑driven environment.

Compensation

Base starting range: $27.00 to $35.00 per hour commensurate with experience.

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Benefits

Redwood Credit Union offers a robust benefits package to our eligible employees including:

• Competitive medical, dental, and vision insurance, mental health offerings.
• Employee performance incentive plan.
• Salary Advancement – Merit increase based on performance.
• 401(k) program with employer match.
• Time Off – Competitive PTO accrual plus 11 paid company holidays and your birthday off!

RCU Discounts and Perks

• RCU employees are eligible for a 0.75% discount off RCU standard collateral auto loans.
• RCU employees are eligible for a 1% discount on all recreational or boat loan products.
• 2% discount off Visas and LOC Loans through RCU.
• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.
• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.
• 0% interest on garment, fitness, or home office equipment loan of up to $500.
• 100% financing for employee purchased homes!

Physical Requirements

• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 20 pounds occasionally.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors; majority of the time is spent sitting at a desk.

*Redwood Credit Union is not offering Visa transfers and/or sponsorships for this position.

Internal Team Members: If you are a current Team Member, please apply through the internal careers page located in RCUNET.

We are an Equal Opportunity Employer.