Member Care Escalations Rep
The Judge Group Inc.

Location: Sacramento, CA
Salary: $24.00 USD Hourly - $28.00 USD Hourly
Description: Our client is currently seeking a Member Care Escalations Rep

Member Care Escalations Representative

Contract Duration: 6 months

Pay: $25-28/hour W2

Responsibilities:

As a skilled and experienced Member Care Escalations Representative, you will engage with members to promptly resolve delinquent accounts, minimize non-performing asset accounts, and promote account retention. Your role involves advanced communication and negotiation skills, especially when interacting with members facing financial challenges.

Comprehensive Duties:

You will be capable of performing all responsibilities of a Member Care Rep I and II as needed.

This includes handling member inquiries, addressing concerns, and providing exceptional service.

Negotiation and Repayment Plans:

You'll proactively contact members by phone, demonstrating strong negotiation skills.

Your goal is to create acceptable and sometimes sophisticated repayment plans that align with both the Credit Union's requirements and the member's needs.

Delinquency Resolution:

You'll negotiate with members to resolve delinquent accounts.

Discuss potential financial arrangements to address temporary problems.

Inform members about potential legal actions and recommend financial counseling.

Your aim is to arrive at suitable payment arrangements.

Specialty Knowledge:

Possess a high level of expertise in various Member Care Department areas, including negative shares, repossessions, suits, foreclosures, and bankruptcies.

Repossession Handling:

Understand the process for repossession reinstatement and redemption requests.

Charge Off Accounts:

Maintain a thorough understanding of charge off accounts and related expulsion procedures.

Legal and Regulatory Compliance:

Stay informed about state and federal laws and regulations related to credit union compliance.

This includes knowledge of bank secrecy and anti-money laundering laws relevant to your position.

Detailed Documentation:

Review and meticulously document account summaries for all actions taken, including telephone conversations and alternative financial arrangements.

Qualifications:

Previous experience in a Contact Center escalations or elevated customer support environment (3-5 years).

Excellent communication skills, tailoring your approach to different audiences.

Ability to build authentic business relationships with multiple partners.

Resourcefulness, flexibility, and comfort working in a fast-paced environment.
Remember that this role requires a high level of professionalism, empathy, and problem-solving abilities. If you have any additional details or specific requirements, feel free to include them in the job posting. Best of luck in finding the right candidate for this position!

Contact: jbraden@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

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