Redwood Credit Union is hiring a
Financial Assistance Representative I

Summary

Join Redwood Credit Union on their journey to re-imagine the way they do business and help people reach their financial goals. As a Financial Assistance Representative I, you will perform semi-routine duties of moderate complexity requiring discretion, initiative, judgment, independent analysis, and detailed knowledge of departmental procedures. Spanish is required.

Requirements

• 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 treat people with respect; keep commitments; inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions; be accountable

Responsibilities

• Contact Members with delinquent loans, negative shares and Visa accounts for the purpose of obtaining delinquent payments, arranging for payment schedule to bring loans current, rescheduling existing payment or determining Member present status in order to make provisions for obtaining outstanding balance
• Initiate outbound calls and accept all incoming calls at all times, strictly adhering to required department compliance and member information security procedures
• Provide excellent quality service to all Members and all RCU departments always, making sound, timely decisions and judgment calls in restoring services impacted by delinquent account status, engaging management assistance, where needed
• Perform skip-tracing functions routinely
• Ensure high quality member service by implementing credit union policy, as well as departmental procedures and standards in relation to the establishment and maintenance of loans and accounts, minimizing escalations and/or working closely with management to address escalations. Serve delinquent members and accounts by accepting phone payments, processing extension requests and workout loans
• Recommend accounts for repossession of collateral securing delinquent loans, preparing recommendation documentation for manager approval and hand off to the Collateral Recovery Officers. Assist Collateral Recovery Officer(s), as needed
• Assist with the follow up on all delinquent and non-delinquent bankruptcy accounts and deceased member accounts, as assigned (when notification is received by FAD)
• Assist members in resolving CPI placement matters, performing necessary research and/or working closely with Insurance Services or State National
• Assist in the processing of 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 letters and or documents, as assigned
• 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
• Participate in departmental meetings and training programs

Benefits

• 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!