ABOUT SAG-AFTRA Federal Credit Union:

SAG-AFTRA Federal Credit Union was founded in 1962 to support the financial needs of individuals who work in the entertainment industry and their families. Credit union membership is open to members of SAG-AFTRA, the American Federation of Musicians, Writers Guild of America, Producers Guild of America, IATSE and many more organizations!

Talented team members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, and pursuing personal growth. We are seeking a Special Accounts Representative to join our team. Come grow with us and be part of the SAG-AFTRA Federal Credit Union Family!

This is a 100% in-person position based at our Burbank, CA office. Remote or hybrid work arrangements are not available for this role. Candidates must be local or willing to commute daily. Please note that relocation assistance is not provided for this position.

BASIC FUNCTIONS:

The ideal candidate will perform a variety of basic and essential duties. The role may involve both general and specialized tasks, offering a dynamic work environment.

This position will assist with managing and resolving complex and high-risk member accounts via telephone, mail and email.  Ensuring credit union compliance with State and Fair Debt Collection Practices while providing professional, efficient and effective support in specified areas within Special Accounts Department. This position is a back up to other areas within the Special Accounts department.

ESSENTIAL:

• Safeguard member privacy and maintain security controls to protect against both criminal and fraudulent activity.
• Provide superior and efficient member service via telephone, email and/or alternative methods of communication.
• Contact members regarding past-due loans, negative account balances and other delinquent obligations by telephone, email and written correspondence.
• Process member fraud and dispute claims.
• Manage delinquent accounts and perform activities in accordance with credit union policies and procedures and applicable collection, privacy and regulatory requirements.
• Investigate and resolve suspected Visa debit/credit fraud and other fraudulent account activity.
• Review and resolve Visa CAMS (Compromised Account Management System) alerts, FICO Card Services and notifications for possible fraudulent transactions, compromised card restriction and member notifications.
• Review member accounts, loan information, account notes, and payment history to determine appropriate collection follow-up.
• Respond to basic member inquiries regarding delinquent balances, payment due dates and account status.
• Prepare and send routine collection notices and correspondence as required.
• Assist members with resolving delinquent accounts by discussing payments options and acceptable payment arrangements within established guidelines.
• Maintain accurate and proper documentation for accounts and Visa debit or credit cards.
• Review all daily controls to mitigate loss to credit union, including Verafin, DD-182, SD-98 and collection queue noting 1-30 days past due.
• Process and accurate posting of payments made via telephone.
• Preparation of department documents for Iron Mountain shipping and storage.
• Review of loan applications/account search for lite skip-tracing, including- address typos, potential new telephone numbers, etc.
• Maintain accurate GL totals for Visa debit/credit monthly loss totals and provide report(s)to AVP, Special Accounts, CEO, CFO and CLO.
• Identify accounts requiring additional review or escalation to AVP, Special Accounts.
• Cross training with Senior Special Accounts Representative & AVP, Special Accounts for desk coverage when necessary.
• Regular, reliable, and timely attendance.
• This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
• Other duties as assigned by management.

WORK ENVIRONMENT:

• Office environment.

TRAINING AND EXPERIENCE:

• High school diploma or equivalent required.
• Minimum of 2 years of current position-related knowledge and experience.
• Experience communicating with members by telephone and letter correspondence.
• Ability to maintain accuracy and promptly complete duties with a high degree of attention to detail while meeting deadlines.
• Strong communication, organization, analytical and problem-solving skills.
• Advanced problem-solving skills in detecting normal account patterns, possible fraudulent activity. 
• Critical decision making to minimize risk and protect both members and credit union using Verafin, Visa-CAMS, internal reports.
• Ability to generate and analyze research data, establish facts and draw valid conclusions.
• High attention to detail.
• Effectively handle multiple, simultaneous, and changing priorities.
• Ability to receive and maintain confidential information.
• Self-motivated and self-directed; ability to work independently under minimal supervision.

PHYSICAL REQUIREMENTS:

Must be able to meet the following physical requirements, with or without reasonable accommodation: 1.) Ability to sit and work at a computer for extended periods.  2.) Ability to perform tasks requiring attention to visual detail on a computer- such as preparing and analyzing data and figures; typing; and reading. 3.) Operate routine office equipment including personal computers, copy machines, phones, calculator, and others as needed.  4.) Maintain working on a computer for six to eight hours daily, on average.  5.) Regular use of hands or fingers for typing, handling documents and operating office equipment.

PAY GRADE INFO:

To provide greater transparency to candidates, we share base pay ranges for all our job postings regardless of State. We set standard pay ranges for all roles based on function and level of expertise, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below. The base range for this position is: $24.24 to $27.22 hourly.

BENEFITS:

• Competitive pay
• Subsidized health care including medical, dental and vision
• FSA and HSA
• Company paid Life insurance
• Vacation and Sick time
• Holidays
• 401K Retirement Savings Plan

SAG-AFTRA 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, protected veteran status, disability, or any other characteristic protected by Law or SAG-AFTRA Federal Credit Union policy. SAG-AFTRA Federal Credit Union will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring (Ban the Box) Ordinance.