Be an Early Applicant
For all that you love.
The Role
Contact members about delinquent loans, negative shares, and Visa accounts; handle inbound/outbound calls; perform skip-tracing, process payments/extensions, recommend repossessions; support bankruptcy/deceased accounts; prepare charge-off and legal documentation; complete back-office and reporting tasks; accept payments for non-delinquent members. Role requires adherence to compliance, confidentiality, and rotating Saturday schedule.
Summary Generated by Built In
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?
• 25th 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.
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: $27.00 to $35.00 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
Skills Required
- 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 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, 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.
- High school diploma or equivalent.
- Minimum of three years of collections experience in a measured, productivity driven environment.
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The Company
What We Do
Redwood Credit Union is a full-service financial cooperative, assisting consumers and small business owners with achieving their financial goals and dreams since 1950. We’re a financial cooperative that truly cares about the financial goals and dreams of those who do business with us. With a wide variety of products and services designed to meet our Members’ financial needs, there’s something for everyone. And each Member actually owns part of the Credit Union and has a voice in what we do and how we do it. An excellent place to work, RCU was recently recognized by Forbes as one of “America’s Best Small Employers 2023.” And for 17 years running, we’ve been awarded Best Places to Work by the North Bay Business Journal. We continue today to build upon a solid philosophical and business foundation—treating Members with respect and personal care while offering unbeatable value. Federally insured by NCUA. Equal housing lender. *** Non-deposit investment products and services are offered through CUSO Financial Services, L.P. (“CFS”), a registered broker-dealer (Member FINRA www.finra.org /SIPC www.sipc.org ) and SEC Registered Investment Advisor. Products offered through CFS: are not NCUA/NCUSIF or otherwise federally insured, are not guarantees or obligations of the credit union, and may involve investment risk including possible loss of principal. Investment Representatives are registered through CFS. Redwood Credit Union has contracted with CFS to make non-deposit investment products and services available to credit union members. Investment representatives at Redwood Credit Union are licensed to transact securities business in CA. For more information concerning CFS or its representative(s) associated with this site, please review FINRA Broker Check by accessing the following link and typing in the firm / representative information in the search field. http://brokercheck.finra.org/Search/Search.aspx
