Member Care Representative

Onsite in Sacramento, CA

General Description

Responsible for communicating and interacting with members to promptly resolve delinquent and negative accounts, minimizing non-performing asset accounts.

Tasks, Duties, and Functions

• Handle a high volume of inbound and outbound calls, utilizing negotiation skills to create repayment plans that satisfy both the organization and members.
• Identify, investigate, and resolve delinquent and negative account activities.
• Respond to telephone inquiries regarding delinquent accounts from members and staff.
• Use skip tracing techniques to locate collateral.
• Maintain knowledge of state and federal laws related to credit union compliance, including bank secrecy and anti-money laundering laws.
• Research and respond to inquiries from branches, members, and other departments to resolve delinquency issues.
• Conduct investigations to locate members with delinquent accounts.
• Engage with members to identify needs and provide financial wellness solutions.
• Provide guidance on Member Care Collection processes to representatives.
• Assist with training new hires through side-by-side training.
• De-escalate situations using good judgment and critical thinking.
• Communicate with staff to gather information for resolving delinquent accounts.
• Identify suitable products, services, and technologies for members, focusing on relationship building.
• Prepare and process documentation necessary for account resolution.
• Be aware of loan fraud types and assist in reporting suspicious patterns.
• Maintain a high level of training and knowledge as per departmental procedures.
• Possess knowledge of other credit union products, procedures, and systems.
• Understand loss mitigation and its benefits.
• Obtain and use members' financial information to resolve delinquencies.
• Review records and transactions to resolve misapplied payments and ensure proper crediting.
• Demonstrate knowledge in collecting on loans, credit cards, and negative accounts.
• Manage all aspects of repossession, including insurance claims and vehicle remarketing.
• Comply with procedures, audit policies, and Fair Debt Collection Practices.

Qualifications

• High School diploma required.
• Minimum of two years of recent experience in a collection environment, handling repossessions, installment loan collections, including credit cards and negative shares, and initiating foreclosure proceedings.
• Strong verbal and written communication skills.
• Proficiency with facsimile machines, ten-key, microfiche, electronic banking equipment, and VISA terminals.
• Understanding of credit union and collection rules, regulations, and policies.

Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one’s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one’s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.