Financial Assistance Representative II

Redwood Credit Union is looking for a Financial Assistance Representative II, who will perform a wide variety of semi- routine duties of moderate to high complexity, requiring discretion, initiative, judgment, independent analysis, negotiation skills, and detailed knowledge of departmental procedures. Solid knowledge of Fair Debt Collections Act, collection laws and regulation, and repossession processes.

 

o Contact Members with delinquent loans, negative shares, or Visa accounts to arrange payments or assess financial status

o Handle high-risk accounts, negotiate payment plans, and process skip-a-payments

o Support loan modifications and financial assistance packages

o Work deceased member accounts and coordinate with internal teams

o Perform skip-tracing and manage escalated member situations professionally

o Accept phone payments, process extensions, and support workout loans

o Recommend accounts for repossession and assist with recovery processes

o Provide mentorship and training to team members

o Assist in processing request for charge-off for accounts for those loans determined to be un-collectible, as assigned.

o Assist in the preparation of documents needed for the pursuit of legal action against Members and/or manage bankruptcy process, as assigned.

o Serve non- delinquent Members by accepting phone payments, processing extension requests and workout loans.

o Act as Administrator of Collection system/platform, making required system changes in coordination with Management team, and providing training or guidance to team, as assigned.

o Prepare monthly reporting for FAD team and Executive management, including Status and Board of Director reports, as well as specialty reports, upon request.

o Prepare periodic specialty reports or balance department related general ledger accounts, as assigned.

 

 

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.