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    member care escalations rep - Sacramento, United States - SearchPros

    SearchPros
    SearchPros Sacramento, United States

    4 weeks ago

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    Description

    Member Care Escalations Rep
    Call center and/or member service experience, excellent communicator

    Can use multiple systems simultaneously

    Collections Experience

    Claims Processing Experience


    Auto finance experience if available

    Thrive working in a fast-paced environment


    DUTIES:

    • Ability to perform all duties of a Member Care Rep I and II as needed.
    • 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.
    • 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.
    • Possess a high level of knowledge in all Member Care Department specialty areas such as negative shares, repossessions, suits, foreclosures and bankruptcies.
    • Possess the knowledge to process repossession reinstatement and redemption request.
    • Possess a thorough understanding of charge off accounts and the related expulsion process.
    • 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.
    • 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 .
    • 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.
    • Maintain a high level of knowledge and responsibilities as described in departmental procedures.
    • Maintain positive relations with all members, credit union departments, and branches discussing sensitive personal financial circumstances in a tactful manner.
    • Possesses a proficient level of knowledge related to other Credit Union products, procedures and systems.
    • Assist with escalated calls from members, branches and staff as needed.
    • Assist Manager/Supervisor with special tasks or projects as needed.
    • Research and respond to inquiries from members and other departments and branches on delinquent loans and account problems.
    • Monitor compliance of credit union policies and Fair Debt Collection Practices.
    • Assist in overseeing the department during manager, or supervisor absence.
    • Help in all areas of the Collection Department when needed.

    Ability to pass Background and Drug Screen if Required by Client
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