Member Care Support and Asset Management - Member Care Financial Recovery and Title Mgmt Specialist (Remote in CA only)

TITLE: MEMBER CARE FINANCIAL RECOVERY AND TITLE MGMNT SPECIALIST
STATUS: NON-EXEMPT
REPORTS TO: SUP - MEMBER CARE SUPPORT AND ASSET MANAGEMENT
DEPARTMENT: MEMBER CARE SUPPORT AND ASSET MANAGEMENT
JOB CODE: 11522

PAY SCALE: $25.40 - $27.00 HOURLY

GENERAL DESCRIPTION:

Performs as an experienced, detail-oriented, and highly organized individual to join our team as a Financial Recovery & Title Management Specialist. In this role, you will be responsible for various aspects of the Dealertrack vendor system, title coordination from various departments and vendors, F&I negotiations, and compliance-related tasks. Additionally, you will play a key role in researching rejected F&I requests, monitoring service and warranty lists, and ensuring compliance with various automotive financial processes. This role involves a comprehensive understanding of state and federal laws, as well as credit union policies and procedures.

TASKS, DUTIES, FUNCTIONS:

1. Manage the enrollment and resetting process for employees in the Dealertrack vendor system.
2. Coordinate the pick-up of titles from different departments.
3. Track, log, and review incoming and outgoing titles.
4. Track and manage insurance claims related to service refunds.
5. Finalize all F&I negotiations.
6. Research and resolve rejected F&I requests.
7. Monitor service and warranty lists to ensure compliance with financial processes.
8. Contact dealerships regarding outstanding refunds due to the credit union.
9. Work closely with our Dealer Services department to contact unresponsive dealerships.
10. Track outstanding Dealer Services requests to dealerships.
11. Assess accounts to determine the need for Collateral Protection Insurance (CPI).
12. Track border seizures and monitor Stored Vehicle Notices (SVN) and Lien Sale Notices (LSN) notices.
13. Work closely with the Asset Management team to ensure all collateral is retrieved.
14. 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.
15. 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.
16. 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.   
17. Maintain a high level of knowledge and responsibilities as described in departmental procedures.
18. Maintain positive relations with all members, credit union departments, and branches discussing sensitive personal financial circumstances in a tactful manner.
19. Possesses a proficient level of knowledge related to other Credit Union products, procedures, and systems.
20. Assist with escalated calls from members, branches and Golden 1 staff as needed.
21. Assist Manager/Supervisor with special tasks or projects as needed.
22. Research and respond to inquiries from members and other Golden 1 departments and branches on delinquent loans and account problems.
23. Monitor compliance of credit union policies and Fair Debt Collection Practices.
24. Other duties as assigned.

Qualifications:

• Proven experience in title management, F&I negotiations, and financial processes within the automotive industry.
• Strong organizational and time-management skills.
• Excellent communication and interpersonal skills.
• Proficiency in using Dealertrack or similar vendor systems.
• Ability to work independently and collaboratively within a team.
• Detail-oriented and capable of managing multiple tasks simultaneously.
• Knowledge of compliance and regulatory requirements in the automotive finance sector.

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

1.   Effective oral and written communication skills required to interact with members and provide constructive follow-up on delinquent accounts.

2.   Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1.   INTERNAL: Branch management, staff, Payroll Deduction, Electronic Services, Dealer Services, Records Management, and Compliance and Risk Management.

2.   EXTERNAL: Members, law enforcement agencies, dealership finance department, peer collectors, or groups that will result in resolution of delinquent accounts.

QUALIFICATIONS:

1.   EDUCATION: Successful completion of High School curriculum is required.

2.   EXPERIENCE: Three or more years performing collection duties at a financial institution, as well as experience in areas of dealing with dealerships and insurance refunds.

3.   KNOWLEDGE / SKILLS: Strong verbal and written communication skills, facsimile machine, ten key, electronic banking equipment, Credit Union and collection rules, regulations, policies, and procedures.

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.

5.   Minimal local travel to attend court appearances by car or public conveyance.

6.   High volume of telephone communication throughout the workday.

LICENSES / CERTIFICATIONS:

None

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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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.