Job Details

Financial Assistance Representative I

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.

Key Responsibilities

Member Contact:

• Contact members with delinquent loans, negative shares, and Visa accounts to arrange payments, assess account status, and restore services.
• Handle inbound and outbound calls while adhering to compliance and member information security protocols.
• Deliver exceptional service to members and internal departments, making sound decisions and escalating issues when necessary.
• Perform skip-tracing and support delinquent members by processing payments, extensions, and workout loans.
• Recommend accounts for repossession and assist Collateral Recovery Officers with documentation and follow-up.
• Support bankruptcy and deceased member account processes as assigned.

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.

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

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?

• 28th 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 2025"
• Top Corporate Philanthropists (#24) - San Francisco Business Times
• Voted Best Places to Work in the North Bay 20 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.

Minimum Qualification: Knowledge, Skills and Abilities

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

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!

Physical Requirements:

• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 20 pounds occasionally.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors; majority of the time is spent sitting at a desk.

*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