Financial Assistance Representative I - job 1 of 2

ABOUT REDWOOD CREDIT UNION (RCU):

At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.

As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all. 

Why work for Redwood Credit Union?

•   29th largest credit union in the U.S. and the largest financial institution based in the North Bay

•   Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial

• Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2025"

•   Recognized by Newsweek as one of "America's Best Credit Unions 2024"

•   Recognized by Forbes as one of “America’s Best Small Employers 2023" 

•   Voted Best Places to Work in the North Bay 19 years in a row

•   World-class Employee Engagement scores

•   Rated Superior in Service by more than 90% of Members, surveyed by SF Gate

•   Industry leading Net Promoter Scores across the U.S.                                                                                                                                                                                                                                                  

Join us and discover why you'll love working at Redwood Credit Union! 

Redwood Credit Union is looking for a Financial Assistance Representative I who will be responsible for performing 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.

ESSENTIAL FUNCTIONS:

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)

Admin Support

• Assist in processing 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 letter and/or documents.

• 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.

• 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.
• Ability to work a rotating schedule which will include working on rotating Saturdays.

• 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.

The ideal candidate has a combination of education and experience equivalent to a high school diploma with a

minimum of three years of collections experience in a measured, productivity driven environment.

Compensation: Base starting range: $26.00 to $34.00 per hour commensurate with experience.

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Redwood Credit Union offers a robust benefits package to our eligible employees including:

•  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!

RCU Discounts and Perks:

• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans

• RCU employees are eligible for a 1% discount on all recreational or boat loan products

• 2% discount off Visas and LOC Loans through RCU

• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.

• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.

• 0% interest on garment, fitness, or home office equipment loan of up to $500

• 100% financing for employee purchased homes!

*Redwood Credit Union is not offering Visa transfers and/or sponsorships for this position. 

Internal Team Members: If you are a current Team Member, please apply through the internal careers page located in RCUNET. 

                                                  We are an Equal Opportunity Employer