Member Care Support II

TITLE: MEMBER CARE SUPPORT II
STATUS: NON-EXEMPT
REPORT TO: SUPERVISOR - MEMBER CARE RESEARCH AND SUPPORT
DEPARTMENT: MEMBER CARE
JOB CODE: 1519

PAY SCALE: $21.00 - $23.00 HOURLY

GENERAL DESCRIPTION:

Perform and conduct complex, time-intensive credits on non-performing assets through journal entries and department monetary adjustments and may be required to occasionally balance outages. Responsible for the accuracy of charge off losses and adjusted journal entries ensuring accounting principles are followed for proper financial record keeping.

TASKS, DUTIES, FUNCTIONS:

1. Ability to perform all duties of a Member Care Support Rep I.
2. Analyze general ledger accounts.
3. Monitor and maintain sub-ledgers, reconcile, and research accounts to clear variances.
4. Participate in department projects.
5. Maintain a basic understanding of state and federal laws and regulations related to credit union compliance including bank secrecy act (BSA) and anti-money laundering laws appropriate to the position.
6. Assist in audits and reconciliations on account types including the following:

1. Vehicle/RV loans
2. Personal Loan
3. Line of Credit
4. Credit Card
5. Collection payments
   • Collection extensions
   • Expulsion Process
   • Account closure
6. Negative Shares, Visa, and Loan Charge-offs.

1. Review delinquent accounts 150 to 180 days past due and write-off small account balances on personal loans, Visa, and Negative shares.
2. Reconcile daily teller work.
3. Review the accurate processing of Journal Vouchers and escalate to supervisor as needed.
4. Review the accurate processing of Data Changes and escalate to supervisor as needed.
5. Post and balance all Chapter 13, collection agency, and attorney suit payments.
6. Process all warranty and Gap refund checks on members’ accounts.
7. Draw corporate checks for charge off accounts pending expulsion, as needed.
8. Administer the expulsion process by identifying and researching accounts associated with account losses.
9. Identify assets associated with members account and process delinquency offsets, and account closure.
10. Assist the Supervisor on ongoing departmental projects.
11. Perform other duties as assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Effective oral and written communication skills required to interact with internal staff and constructively adjust and follow-up on member accounts.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, 10-key.
3. Must work independently with minimal direction and exhibit own initiative.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

INTERNAL:  Branch management and staff, Real Estate, Centralized Lending, IRA, Accounting, and Payroll Deduction Departments.

EXTERNAL:  Members, outside adjusters, credit reporting agencies, and collection agencies.

QUALIFICATIONS:

1. EDUCATION: High School curriculum is required, AA degree in accounting or equivalent combination of education, training preferred.
2. EXPERIENCE: Three years or more performing journal entry, reconciliation, and research work in a similar position within a financial institution.
3. KNOWLEDGE/SKILLS: Strong oral and written communication skills. Has demonstrated a strong knowledge of Golden 1 products, services, policies, and procedures. Credit union and accounting rules, regulations, and policies, ten key, Strong comprehension of the Journal Voucher (JV) process, General Ledger (GL) system, Credit Console and Data Safe. Excellent analytical skills and problem solving with the ability to balance and reconcile GL accounts.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

LICENSES / CERTIFICATIONS:

None 

#LI-Hybrid

THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.

REV. 1/9/2026

Salary : $21 - $23