Financial Assistance Representative ; 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.

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.

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.

• 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.

• 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…