Member Care Escalations Rep - Judge Group

Location: Sacramento, CA
Salary: $26.00 USD Hourly - $28.00 USD Hourly
Description: Our client is currently seeking a Member Care Escalations Rep

Member Care Escalations Representative (6-Month Contract)
Location: Sacramento, CA (Onsite)

Hours: 8am-5pm, Onsite

Notes:

• Experience in call center and/or member services
• Excellent communication skills
• Ability to use multiple systems simultaneously
• Experience in collections, auto/claims processing (repossessions), and auto finance (preferred)
• Thrive in a fast-paced environment

Job Description:

General Description: We are seeking an experienced, detail-oriented, and highly organized individual to join our team as a Financial Recovery & Title Management Specialist. This role involves managing various aspects of the Dealertrack vendor system, coordinating title processes, handling F&I negotiations, and ensuring compliance with automotive financial processes. You will also research rejected F&I requests, monitor service and warranty lists, and ensure adherence to state and federal laws, as well as credit union policies.

Tasks, Duties, Functions:

1. Manage employee enrollment and resetting in the Dealertrack vendor system.
2. Coordinate title pick-up from various departments.
3. Track, log, and review incoming and outgoing titles.
4. Handle insurance claims related to service refunds.
5. Finalize F&I negotiations.
6. Research and resolve rejected F&I requests.
7. Monitor service and warranty lists for compliance.
8. Contact dealerships regarding outstanding refunds.
9. Collaborate with Dealer Services to contact unresponsive dealerships.
10. Track outstanding Dealer Services requests.
11. Assess accounts for Collateral Protection Insurance (CPI) needs.
12. Monitor border seizures and Stored Vehicle Notices (SVN) and Lien Sale Notices (LSN).
13. Work with the Asset Management team to retrieve collateral.
14. Maintain knowledge of state and federal laws related to credit union compliance.
15. Review and document account summaries, including telephone conversations and financial arrangements.
16. Maintain records of delinquent and negative accounts, updating payment information.
17. Stay informed about departmental procedures and responsibilities.
18. Maintain positive relations with members, departments, and branches, handling sensitive financial matters tactfully.
19. Possess knowledge of other Credit Union products, procedures, and systems.
20. Assist with escalated calls from members, branches, and staff.
21. Support Manager/Supervisor with special tasks or projects.
22. Respond to inquiries about delinquent loans and account issues.
23. Ensure compliance with credit union policies and Fair Debt Collection Practices.
24. Perform 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.

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Contact: pmahoney@judge.com