Financial Assistance Representative I (Collections Representative)

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: o Contact members with delinquent loans, negative shares, and Visa accounts to arrange payments, assess account status, and restore services. o Handle inbound and outbound calls while adhering to compliance and member information security protocols. o Deliver exceptional service to members and internal departments, making sound decisions and escalating issues when necessary. o Perform skip-tracing and support delinquent members by processing payments, extensions, and workout loans. o Recommend accounts for repossession and assist Collateral Recovery Officers with documentation and follow-up. o Support bankruptcy and deceased member account processes as assigned Admin Support: o Assist in processing request for charge off accounts for those loans determined to be un-collectible. o Complete departmental and back-office tasks as assigned including (but not limited to) typing, routine letter and/or documents. o Assist in the preparation of documents needed for the pursuit of legal action against Members and/or support the bankruptcy process, as assigned. o Prepare periodic specialty reports or balance department related general ledger accounts, as assigned. o 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? • 27th largest credit union in the U.S. and the largest financial institution based in the North Bay • Recognized by Newsweek as one of "America's Best Credit Unions 2026" • Awarded a 5-Star Bauer Rating • Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 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. 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: o Contact members with delinquent loans, negative shares, and Visa accounts to arrange payments, assess account status, and restore services. o Handle inbound and outbound calls while adhering to compliance and member information security protocols. o Deliver exceptional service to members and internal departments, making sound decisions and escalating issues when necessary. o Perform skip-tracing and support delinquent members by processing payments, extensions, and workout loans. o Recommend accounts for repossession and assist Collateral Recovery Officers with documentation and follow-up. o Support bankruptcy and deceased member account processes as assigned Admin Support: o Assist in processing request for charge off accounts for those loans determined to be un-collectible. o Complete departmental and back-office tasks as assigned including (but not limited to) typing, routine letter and/or documents. o Assist in the preparation of documents needed for the pursuit of legal action against Members and/or support the bankruptcy process, as assigned. o Prepare periodic specialty reports or balance department related general ledger accounts, as assigned. o 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? • 27th largest credit union in the U.S. and the largest financial institution based in the North Bay • Recognized by Newsweek as one of "America's Best Credit Unions 2026" • Awarded a 5-Star Bauer Rating • Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 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.