Member Care Representative

Beacon Hill; Sacramento (CA); Sur place; USD 42 000 - 65 000; Plein temps

Résumé du poste

Beacon Hill is seeking a call center professional to interact with members and negotiate repayment on delinquent and negative accounts. This role prioritizes prompt resolution, accuracy in data handling, and clear, empathetic communication to minimize losses and maintain member loyalty.

Applicants should have experience in fast-paced environments, preferably in banking or credit unions, and familiarity with delinquency processes.

Qualifications

• Call center or member services experience required.
• Experience in a bank or credit union setting preferred.
• Experience with early-stage delinquency or distressed accounts.
• Able to thrive in a fast-paced environment.
• Ability to communicate clearly and resolve issues with empathy.

Responsabilités

• Handle high-volume inbound/outbound calls to negotiate repayments on delinquent accounts.
• Identify and resolve delinquent/negative account activity.
• Update member and account information accurately.
• Explain available options to resolve delinquencies and maintain loyalty.
• Collaborate with internal teams to gather information for account resolution.
• De-escalate situations with sound judgment and clear communication.
• Learn and apply knowledge of financial assistance programs and services.
• Prepare and process documentation for delinquent account resolution.
• Research records to correct misapplied payments.

Connaissances

Call center

Member service

Bank environment

Delinquency experience

Fast-paced

Description du poste

• Call center and/or member service experience
• Bank or credit union environment preferred
• Experience with early-stage delinquency
• Thrive working in fast-paced environment

General Description

Communicates and interacts with members for the prompt resolution of delinquent and negative accounts to minimize loss of non-performing asset accounts.

Tasks, Duties, and Functions

• Place and receive a high volume of inbound and outbound calls to negotiate repayment for past due and negative accounts.
• Identify, investigate, and resolve delinquent and negative account activity.
• Update member and account information accurately and efficiently.
• Demonstrate understanding of members' needs, concerns, and frustrations by responding with care, concern, and urgency.
• Educate members about available options to resolve delinquencies and maintain member loyalty.
• Communicate and collaborate with internal team members to gather information needed for account resolution.
• De-escalate challenging situations by evaluating multiple perspectives and applying sound judgment and critical thinking.
• Learn and maintain knowledge of financial assistance programs and services.
• Prepare and process documentation required to resolve delinquent accounts.
• Review and research records and transactions to resolve misapplied payments and ensure accurate payment application.
• Evaluate regular and irregular payments on delinquent accounts to determine allocation toward principal, interest, escrow, and late charges, and determine when payments must be returned due to foreclosure proceedings or other restrictions.
• Maintain general knowledge of repossessions, insurance claims, deficiency balances, and vehicle remarketing.
• Maintain general knowledge of loss mitigation programs and their benefits.
• Obtain and analyze member financial information to assist in resolving delinquent accounts.
• Utilize skip tracing techniques to locate members or collateral.
• Maintain knowledge of applicable state and federal regulations, including Bank Secrecy Act and Anti-Money Laundering requirements.
• Ensure compliance with Fair Debt Collection Practices and all applicable collection regulations.
• Meet established performance standards, including phone efficiency and quality metrics in a fast-paced environment.

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.