Member Care Rep I communicates and interacts with members for the prompt resolution of delinquent and negative accounts to minimize Golden 1's loss of non-performing asset accounts.
Requirements
- Place and receive a high volume of inbound and outbound calls to negotiate re-payment for past due and negative accounts
- Identify, investigate, and resolve delinquent and negative account activity
- Update member and credit union account information accurately and efficiently
- Communicate and interact with other Golden 1 team members to gather information for resolution of delinquent accounts
- Ability to de-escalate tense situations
- Learn and retain an exceptional working knowledge of department financial assistance programs and services
- Prepare and process documentation necessary to resolve delinquent accounts
- Review and research Credit Union records and transactions to resolve misapplied payments and transactions
- Evaluate payments being made on delinquent accounts to determine how the payment will be applied
- General knowledge of repossessions and loss mitigation
- General knowledge of how to obtain the member's financial information and use it to assist and resolve the member's delinquency
- Initiate skip tracing techniques to locate member's or the credit union's collateral
- Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance
- Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment
- Maintain acceptable call quality scores as audited and measured monthly
- Complete regulatory training modules annually, as required
Benefits
- Generous Paid Time Off
- 401k Matching
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