Financial Assistance Specialist II in Lowell, Massachusetts at Rockland Federal Credit Union

Rockland Federal Credit Union is seeking a Financial Assistance Specialist II to join our team. The Financial Assistance Specialist II 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.

• Handle all member communications, including inbound and outbound phone calls and email correspondence regarding past due accounts, while conducting skip tracing activities when necessary.
• Perform 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 advanced 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 a high level of professionalism in all member and interdepartmental interactions.
• Accurately document all collection calls and update account information within the collections system, ensuring all notes and file maintenance are complete and accurate.
• Maintain a working knowledge of processes related to member accounts involved in bankruptcy and provide accurate, supportive member assistance.
• Provide secondary assessment and guidance for collectors seeking assistance with member accounts.
• Possess foundational knowledge of procedures for handling accounts of deceased members, including estate-related requirements.
• Perform all other duties as assigned.

• Minimum of 3 years of experience in first-party collections required.
• Proficient 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.
• Strong communication, organizational, and problem-solving skills.
• Ability to handle sensitive member information with professionalism and confidentiality.
• Detail-oriented with the ability to manage multiple priorities in a fast-paced environment.

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 $28.40-$29.80 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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