Financial Assistance Representative II

Redwood Credit Union is looking for a Financial Assistance Representative II, who will perform a wide variety of semi- routine duties of moderate to high complexity, requiring discretion, initiative, judgment, independent analysis, negotiation skills, and detailed knowledge of departmental procedures. Solid knowledge of Fair Debt Collections Act, collection laws and regulation, and repossession processes.

Key Responsibilities

Member Contact:

• Contact Members with delinquent loans, negative shares, or Visa accounts to arrange payments or assess financial status
• Handle high-risk accounts, negotiate payment plans, and process skip-a-payments
• Support loan modifications and financial assistance packages
• Work deceased member accounts and coordinate with internal teams
• Perform skip-tracing and manage escalated member situations professionally
• Accept phone payments, process extensions, and support workout loans
• Recommend accounts for repossession and assist with recovery processes
• Provide mentorship and training to team members
  
  
  

Admin Support:

• Assist in processing request for charge-off for accounts for those loans determined to be un-collectible, as assigned
• Assist in the preparation of documents needed for the pursuit of legal action against Members and/or manage bankruptcy process, as assigned
• Serve non- delinquent Members by accepting phone payments, processing extension requests and workout loans
• Act as Administrator of Collection system/platform, making required system changes in coordination with Management team, and providing training or guidance to team, as assigned
• Prepare monthly reporting for FAD team and Executive management, including Status and Board of Director reports, as well as specialty reports, upon request
• Prepare periodic specialty reports or balance department related general ledger accounts, as assigned
  
  
  

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?

• 27th 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

• Solid Knowledge of Fair Debt Collections Act
• Solid 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
• Solid Knowledge of skip tracing, repossessions, small claims, and bankruptcies
• Comprehensive Knowledge of insurance (collateral and disability) as it pertains to the collection of delinquent accounts
• Strong written and verbal communication skills, with ability to communicate professional including excellent telephone skills
• Skill in the operation of a personal computer with word processing and spreadsheet software and internet and intranet access
• 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 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 five years of collection experience in a measured, productivity driven environment with demonstrated results.

Compensation: Base starting range: $30.00 to $40.00 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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us at careers@redwoodcu.org. To ensure fairness and consistency, we’re unable to respond to individual inquiries about application status.