Financial Assistance Representative I

Redwood Credit Union is a not-for-profit financial institution that believes in people over profits. Our mission is to passionately serve the best interests of our Members, team members, and communities. Sticking to that vision has made us one of the most loved financial partners in the many communities we serve. In fact, RCU is the 8th largest credit union in California—and growing. Due to this growth, we recently completed construction on our new, 8-acre campus in Napa and are ready to welcome more than 500 valued team members!
Since 1950, Redwood Credit Union has been helping people reach their financial goals and dreams with a focus on helping others. That people-first approach holds true for our employees, too. Our work environment is built on service and trust. It's all possible with a leadership team committed to hiring talented people and helping them develop their careers.
If this sounds like a place you’d like to be, we’re eager to meet you!
JOBSUMMARY:
Perform a wide variety of semi-routine duties of moderate complexity requiring the exercise of discretion, initiative, judgment, independent analysis, and detailed knowledge of departmental procedures. Spanish Bilingual required.
ESSENTIALFUNCTIONS:Member Contact:• 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.Administrative Support:• Assist in the processing of request for charge off of 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• Perform other duties as required


Knowledge, Skills and Abilities• Knowledge of Fair Debt Collections Act• Knowledge of Federal and state laws, rules, and regulations concerning Credit Union collection activities• Knowledge of the operation of modern office equipment• Comprehensive knowledge of repossession process• Knowledge of skip tracing, repossessions, small claims, and bankruptcies• Knowledge of insurance (collateral and disability) as it pertains to the collection of delinquent accounts• Ability to provide quality professional service to all Members• Ability to keep members information confidential, strictly adhering to company MIS policies• Ability to communicate effectively, accurately, intelligently and professionally, both verbally and in writing, including effective telephone communication skills
Physical Requirements:• Ability to clearly communicate both in person and/or by telephone.• Ability to lift up to 25 pounds occasionally.• Ability to use typical modern office equipment, including but not limited to, a computer keyboard and calculator.• Work environment is indoors, in a general office environment, with moderate sounds including typical office machines and people traffic; majority of the time is spent sitting at a desk.
Spanish Bilingual