Member Care Escalations Representative

JOB TITLE: Member Care Escalations Rep
DEPARTMENT: Member Care 
STATUS: Non-Exempt
JOB CODE: 1719
PAY SCALE: $24.29 - $26.00 Hourly

GENERAL DESCRIPTION:

Performs as an experienced, well developed, and trained Member Care representative with advanced communication and negotiation skills when interacting with members for prompt resolution of delinquent accounts to minimize Golden 1 non-performing asset accounts and promote account retention.

TASKS, DUTIES, FUNCTIONS:

1. Ability to perform all duties of a Member Care Rep I and II as needed.
2. Contact members by phone demonstrating a high level of negotiation skills to generate acceptable and sometimes sophisticated re-payment plans that meet the needs of both the Credit Union and member.

3. Negotiate with members to resolve the delinquent status of accounts, discuss possible financial arrangements that would resolve temporary problems, inform them of potential legal actions, and suggest financial counseling, to arrive at suitable payment arrangements.
4. Possess a high level of knowledge in all Member Care Department specialty areas such as negative shares, repossessions, suits, foreclosures and bankruptcies.
5. Possess the knowledge to process repossession reinstatement and redemption request.
6. Possess a thorough understanding of charge off accounts and the related expulsion process.
7. Maintain a thorough understanding of state, federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. 
8. Ability to thoroughly review and document account summaries on all actions taken, such as telephone conversations, alternative financial arrangements, and letters mailed to assess the need for escalated Member Care efforts.
9. Establish and maintain records relating to restricted delinquent and or negative accounts. Update the account files by indicating the date(s) payment(s) is/are received.
10. Maintain a high level of knowledge and responsibilities as described in departmental procedures.
11. Maintain positive relations with all members, credit union departments, and branches discussing sensitive personal financial circumstances in a tactful manner.

12. Possesses a proficient level of knowledge related to other Credit Union products, procedures and systems.

13. Assist with escalated calls from members, branches and Golden 1 staff as needed.
14. Assist Manager/Supervisor with special tasks or projects as needed.
15. Research and respond to inquiries from members and other Golden 1 departments and branches on delinquent loans and account problems.
16. Monitor compliance of credit union policies and Fair Debt Collection Practices.
17. Assist in overseeing the department during manager, or supervisor absence.
18. Help in all areas of the Collection Department when needed.
19. Support department goals by meeting performance standards in all areas of the collection process.
20. Other duties as assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Effective oral and written communication skills required to interact with members and provide constructive follow-up on delinquent accounts.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Branch management, staff, Payroll Deduction, Electronic Services, Centralized Lending, Records Management, and Compliance and Risk Management.
2. EXTERNAL:  Members, law enforcement agencies, judicial departments, peer collectors, or groups that will result in resolution of delinquent accounts.

QUALIFICATIONS:

1. EDUCATION:Successful completion of High School curriculum is required.
2. EXPERIENCE:Three or more years performing collection duties at a financial institution, as well as experience in areas dealing with VISA, Negative Shares, and Loans.
3. KNOWLEDGE / SKILLS: Strong verbal and written communication skills, facsimile machine, ten key, microfiche, electronic banking equipment, VISA terminal, Credit Union and collection rules, regulations, policies, and procedures.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
5. Minimal local travel to attend court appearances by car or public conveyance.
6. High volume of telephone communication throughout the workday.

LICENSES / CERTIFICATIONS:

None

REV. 10/06/2023