Help members resolve delinquent accounts while strengthening financial wellness.
About Golden 1 Credit Union
Golden 1 is one of California’s largest, most trusted credit unions. Our Member Care team supports members during financial challenges, helping them resolve delinquent or negative accounts with accuracy, empathy, and compliance. As a Member Care Rep II, you’ll handle complex collections scenarios, guide members through repayment options, and support loss mitigation efforts that protect both members and the credit union.
Schedule
- Full-time, non-exempt
- Remote (California residents only)
- Hourly pay range: $22.75 – $24.00
- High-volume phone environment
Responsibilities
- Manage high-volume inbound and outbound calls to resolve delinquent and negative accounts.
- Negotiate repayment plans using advanced communication and problem-solving skills.
- Investigate account activity, identify delinquency issues, and work toward prompt resolution.
- Initiate skip tracing methods to locate members or collateral when necessary.
- Research and respond to inquiries from members, branches, and internal teams.
- Conduct investigations to locate members with delinquent or negative accounts.
- Identify member needs and recommend solutions that improve financial wellness.
- Provide support and guidance to Member Care Representatives; assist with new hire training.
- De-escalate challenging situations with sound judgment and empathy.
- Prepare and process all documentation related to delinquent account resolution.
- Identify potential fraud patterns and assist in reporting suspicious activity.
- Apply knowledge of loan collections, Visa collections, negative shares, loss mitigation, and foreclosure-related processes.
- Review transactions and correct misapplied payments; determine proper payment allocation across principal, interest, escrow, fees, and charges.
- Manage repossession processes from assignment through insurance claims and remarketing.
- Maintain compliance with credit union policies, audit procedures, and Fair Debt Collection Practices.
- Complete required regulatory training and model Golden 1 core values.
- Perform additional duties as assigned.
Requirements
- High school diploma required.
- Minimum 2 years recent collections experience, including repossession, installment loan, Visa, negative shares, and real estate delinquency processes.
- Strong written and verbal communication skills.
- Ability to handle a high-volume phone environment.
- Proficiency with standard office equipment, online systems, and documentation tools.
- Working knowledge of credit union collection rules, regulations, and policies.
- Strong judgment, negotiation ability, and problem-solving skills.
- Ability to research accounts, analyze financial information, and resolve complex member issues.
Benefits
Golden 1 offers competitive pay and a comprehensive benefits package for eligible employees, which may include:
- Health, dental, and vision coverage
- Retirement benefits
- Paid time off and holidays
- Training and development opportunities
- Supportive, member-focused culture
Help members get back on track—and protect the financial health of the credit union.
Happy Hunting,
~Two Chicks…