Payment Processing and Support - Sup - Member Care Research and Support

Golden 1; Sacramento (CA); Hybrid; USD 85,000 - 90,000; Full time

Benefits offered by this job

Market-competitive compensation

Career development & growth

Diversity, Equity & Inclusion emphasis

Job summary

Golden 1 Credit Union is seeking a Sup - Member Care Research and Support in Hybrid Sacramento, CA. This exempt role reports to the Manager - Loss Mitigation and Payment Processing, with a pay range of $85,100 to $90,000 annually.

The position oversees a team handling delinquent account transactions, charge-offs, expulsions, and membership reinstatement processes, ensuring accurate records, compliance, and efficient operations.

Qualifications

• Bachelor’s degree in business, finance, or related field required.
• Equivalent job experience within a financial institution will also be considered.
• 5+ years in asset management, collections, repossession, or a related role within the financial industry required.

Responsibilities

• Oversee a team responsible for delinquent account financial transactions and related processing.
• Manage inventory related to financial transaction requests and mail.
• Collaborate with cross-functional teams to ensure regulatory compliance.
• Oversee membership reinstatement procedures and communications.
• Develop and maintain procedures for charge-offs, expulsions, bankruptcy payments, and related risks.

Skills

Leadership

Regulatory awareness

Mentoring/coaching

Education

Bachelor’s Degree in business, finance, or related field

Job description

Job Title: Sup - Member Care Research and Support

Status: Exempt

Reports to: Manager - Loss Mitigation and Payment Processing

Department: Payment Processing and Support

Job Code: 11904

Pay Range: $85,100.00 - $90,000.00 Annually

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 known for approaching challenges with confidence, professionalism, and care. You combine leadership, operational expertise, and regulatory awareness to strengthen support functions, improve financial processes, and ensure efficient, compliant service delivery.

WHAT YOU'LL DO:

• Supervisory Role * Oversee a team responsible for financial transactions on delinquent accounts and loans, charge-offs, expulsions, processing payments on bankruptcy accounts, balancing of teller work, check handling, Insurance claim payments, membership reinstatements, ensuring that all transactions are accurately recorded and reconciled daily, ensuring accuracy and compliance with legal, company policies and regulations.
• Effectively manage and maintain inventory related to financial transaction requests, incoming checks, department mail, and charge-offs.
• Monitor and control the inventory of expelled memberships and amnesty approved accounts.
• Collaborate with cross-functional teams, including finance, loan servicing, legal, and compliance, to ensure adherence to regulatory standards and internal policies.
• Oversee procedures for membership reinstatement, including assessment criteria, documentation, and member communications.
• Develop, implement, and maintain efficient procedures for processing charge-offs, expulsions, bankruptcy account payments, and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities.
• Effectively identify, implement, and monitor business unit controls and ensure operational integrity and compliance with applicable regulations.
• Develop and implement procedures for efficient, optimizing workflows to improve productivity.
• Train and mentor team members, ensuring a high level of competence and adherence to company policies.
• Conduct transactional audits to identify discrepancies, analyze trends, and implement corrective measures to enhance accuracy and minimize errors.
• Prepare and analyze comprehensive reports on financial transactions, charge-offs, bankruptcy account payments, and audit findings for management review.
• Collaborate with legal teams to ensure compliance with relevant laws and regulations.
• Analyze performance metrics, create reports, and propose strategies for improvement.
• Handle escalated customer issues and inquiries related to membership reinstatement, financial transactions on delinquent loans, charge-offs, and expulsions.
• Supervise a team of research specialists that support all Member Care functions, ensuring that findings are integrated into actionable plans to enhance service delivery and operational efficiency.
• Perform other duties as assigned.

QUALIFICIATIONS AND PREFERENCES:

• Bachelor’s Degree in business, finance, or related field required
• Equivalent job experience within a financial institution will also be considered
• 5+ years in asset management, collections, repossession, or a related role within the financial industry 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.