Job Description

Job Title: Member Care Financial Recovery and Title Mgmnt Specialist
Status: Non-exempt
Reports to: Supervisor - Member Care Asset Management
Department: Payment Processing and Support
Job Code: 11522
Pay Range: $25.40 - $27.00 Hourly
Location:

WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You are a detail-oriented and highly organized financial services professional with strong expertise in title management, dealer services, and loan servicing operations. You thrive in a fast-paced environment, balancing multiple priorities while ensuring accuracy, compliance, and exceptional member service. You are skilled at researching and resolving complex issues, collaborating with internal teams and external partners, and maintaining thorough documentation. With a solid understanding of automotive lending processes, regulatory requirements, and credit union operations, you take ownership of tasks from start to finish and approach sensitive financial matters with professionalism, sound judgment, and integrity.

WHAT YOU'LL DO:
• Manage the enrollment and resetting process for employees in the Dealertrack vendor system.
• Coordinate the pick-up of titles from different departments.
• Track, log, and review incoming and outgoing titles.
• Track and manage insurance claims related to service refunds.
• Finalize all F&I negotiations.
• Research and resolve rejected F&I requests.
• Monitor service and warranty lists to ensure compliance with financial processes.
• Contact dealerships regarding outstanding refunds due to the credit union.
• Work closely with our Dealer Services department to contact unresponsive dealerships.
• Track outstanding Dealer Services requests to dealerships.
• Assess accounts to determine the need for Collateral Protection Insurance (CPI).
• Track border seizures and monitor Stored Vehicle Notices (SVN) and Lien Sale Notices (LSN) notices.
• Work closely with the Asset Management team to ensure all collateral is retrieved.
• Maintain a thorough understanding of state, federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
• Ability to thoroughly review and document account summaries on all actions taken, such as telephone conversations, alternative financial arrangements, and letters mailed to assess the need for escalated Member Care efforts.
• Establish and maintain records relating to restricted delinquent and or negative accounts. Update the account files by indicating the date(s) payment(s) is/are received.
• Maintain a high level of knowledge and responsibilities as described in departmental procedures.
• Maintain positive relations with all members, credit union departments, and branches discussing sensitive personal financial circumstances in a tactful manner.
• Possesses a proficient level of knowledge related to other Credit Union products, procedures, and systems.
• Assist with escalated calls from members, branches and Golden 1 staff as needed.
• Assist Manager/Supervisor with special tasks or projects as needed.
• Research and respond to inquiries from members and other Golden 1 departments and branches on delinquent loans and account problems.
• Monitor compliance of credit union policies and Fair Debt Collection Practices.
• Other duties as assigned.
QUALIFICIATIONS AND PREFERENCES:
• H.S. Diploma or General Education Degree (GED) required
• 3+ years Three or more years performing collection duties at a financial institution, as well as experience in areas of dealing with dealerships and insurance refunds required
WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx-EntityID=2&id=2232

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.