Financial Assistance Representative I (Collections Representative)

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

Benefits offered by this job

Medical, dental, and vision insurance

Employee performance incentive plan

401(k) with employer match

Paid time off and holidays

Job summary

Redwood Credit Union is seeking a Financial Assistance Representative I to perform semi-routine, moderately complex collections duties with discretion and independence. The role includes contacting members, handling calls, and supporting delinquent loans and accounts with payments, extensions, and workout arrangements.

The ideal candidate has a high school diploma and at least three years of collections experience in a productivity-driven environment, with knowledge of the FDCPA, repossession,

Qualifications

• Knowledge of Fair Debt Collections Act.
• Knowledge of federal and state laws governing collection activities.
• Comprehensive knowledge of repossession process.
• Knowledge of skip tracing, small claims, and bankruptcies.
• Ability to protect member information per MIS policies.

Responsibilities

• Contact members with delinquent loans, negative shares, and Visa accounts to arrange payments and assess status.
• Handle inbound and outbound calls with compliance and security.
• Provide exceptional member service and escalate issues when needed.
• Perform skip-tracing and support delinquent members with payments, extensions, and workouts.
• Assist in documentation for legal actions and collateral recovery processes.
• Support bankruptcy and deceased member account processes as assigned.
• Process charge-offs for uncollectible accounts and complete back-office tasks.

Skills

Delinquent accounts handling

Skip tracing

Call center experience

Discretion and judgment

Confidentiality

Communication skills

Team collaboration

Education

High school diploma

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.