Member Care Asset Management Specialist

Member Care Asset Management Specialist

Location: Sacramento, CA

Schedule: Monday - Friday, 9:00 AM - 6:00 PM (Onsite)

Position Overview:

We are seeking a highly skilled Member Care Asset Management Specialist with strong collections experience to support delinquent account resolution and asset recovery efforts. This role requires excellent communication, negotiation expertise, and the ability to thrive in a fast-paced, high-volume environment while managing sensitive financial situations with professionalism and care.

Responsibilities:

• Perform all duties associated with Member Care Representative I & II, including handling escalations as needed

• Contact members via phone to negotiate repayment solutions and resolve delinquent accounts

• Develop and implement payment arrangements that align with both organizational policies and member needs

• Educate members on financial options, potential legal actions, and available support resources

• Manage complex cases involving delinquent auto loans, repossessions, bankruptcies, charge-offs, and negative share accounts

• Coordinate with third-party vendors for vehicle repossession, reinstatement, and sale in accordance with company policies

• Assign adjusters and manage logistics for the recovery of at-risk or stored vehicles

• Process repossession reinstatements, redemptions, and post-sale transactions, including payment postings and refunds

• Negotiate auction bids and establish pricing strategies for collateral sales

• Maintain detailed account documentation, including member communications, arrangements, and collection actions

• Research and respond to inquiries from internal departments and members regarding account issues

• Ensure compliance with all applicable state and federal regulations, including Fair Debt Collection Practices, Bank Secrecy Act (BSA), and Anti-Money Laundering (AML) laws

• Support department operations, including assisting with escalations, special projects, and coverage during leadership absences

• Contribute to team goals by meeting performance standards across all collection activities

Qualifications:

• High school diploma or equivalent required

• Minimum 3+ years of collections experience within a financial institution, with a focus on delinquent auto loans

• Strong negotiation and problem-solving skills with the ability to handle sensitive financial discussions

• Experience in call center or member services environments preferred

• Familiarity with auto finance, repossessions, and claims processing highly desirable

• Ability to multitask and navigate multiple systems efficiently

• Excellent verbal and written communication skills

• Knowledge of credit union operations, collections practices, and regulatory compliance requirements

• Strong ability to work in a fast-paced, high-volume environment

• Advanced negotiation and conflict resolution skills

• Detail-oriented with strong documentation and organizational abilities

• Proficiency with standard office equipment and computer systems

• Ability to maintain professionalism and empathy when dealing with sensitive member situations

Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.

Pay Details: $25.00 to $26.00 per hour

Search managed by: Savannah Mckillip

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.