Rockland Federal Credit Union is seeking a Financial Assistance Specialist I to join our team. The Financial Assistance Specialist I performs a variety of duties to support the effective operations of the Financial Assistance Department. This position is responsible for member communication regarding delinquent accounts, payment processing, account research, and maintaining accurate records while ensuring compliance with regulatory standards and Credit Union policies and procedures.

Key Responsibilities

• Handle all member communication, including inbound and outbound phone calls and emails regarding past due accounts, and conduct skip tracing when necessary.
• Complete loan research and resolution by collaborating with internal departments and accurately documenting all account activity in accordance with established Credit Union service level standards.
• Process member payments through debit card, ACH, and internal transfers with accuracy and compliance with departmental and Credit Union procedures.
• Maintain a strong working knowledge of the Credit Union’s full loan portfolio, including but not limited to credit cards, unsecured loans, auto loans, real estate loans, and auto leases.
• Consistently achieve departmental performance metrics while maintaining professionalism in all interactions with members and cross-departmental partners.
• Accurately document all collection calls and update account information within the collections system, ensuring notes and file maintenance are complete and accurate.
• Perform additional duties and responsibilities as assigned.

Qualifications

• Minimum of 1 year of experience in first-party collections required.
• Basic proficiency in Microsoft Office applications, including Excel, Word, Teams, and Outlook.
• Prior Credit Union experience preferred.
• Working knowledge of regulatory requirements related to collections, including FDCPA and Massachusetts state regulations.

Benefits

RFCU offers a comprehensive benefits package, including Cigna medical benefits, dental benefits, vision benefits, a 401(k) plan with company match and profit-sharing potential, flexible health and dependent care plans, and life, AD&D, and LTD insurance. We also provide a generous and flexible tuition reimbursement program, along with a PTO package designed to help employees recharge and enjoy time with family and friends.

In alignment with our commitment to pay transparency, we're pleased to share that the base salary range for this position is $24.00-$26.00 per hour, excluding fringe benefits or potential incentives. If you're hired at Rockland Federal Credit Union, your final base pay will be determined based on factors such as skills, education, and experience. We also take pay equity seriously and consider the internal equity of our current team members as part of any final offer. Please note that the range provided reflects the full base pay for this role. We also offer a comprehensive compensation and benefits package designed to support your overall well-being and success.

Rockland Federal Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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