Collections Officer

The Collections Officer assists Credit Union of Texas members in resolving loan delinquency and other account issues affecting loan repayment. Working primarily by outbound and inbound telephone contact, the role negotiates payment arrangements, processes payments, performs skip tracing, examines delinquent loans, and makes recommendations for extensions, due date changes, refinancing, and repossession when warranted. The objective is to reduce delinquency and charge-offs on loans, leases, and credit cards while delivering exceptional, regulation-compliant member service on every contact.

The role uses CUTX-approved AI and analytics tools to prioritize accounts, draft compliant communications, and inform workout recommendations, with required human-in-the-loop review on every member-impacting output.

• Perform outbound and inbound calls to members whose accounts are past due, working assigned queues with minimal supervision after training.
• Negotiate suitable payment arrangements with members to cure default and bring accounts current in a timely manner.
• Accept incoming calls regarding account condition and propose alternatives or payment plans within delegated authority.
• Contact members by letter, email, or other approved channels when telephone contact is not possible, using CUTX-approved templates.
• Review each account prior to contact for any transaction or activity since the previous contact and determine collection activity required based on member cooperation.

• Evaluate and submit due date changes, payment waivers, extensions, and refinancing recommendations in accordance with policy, and document those changes accurately.
• Receive and process requests from delinquent members for additional loans or workout loans, routing for Collection Management approval as required.
• Initiate file maintenance changes at the request of the member or as information is gathered during account processing.
• Make recommendations regarding economic futility, repossession, charge-off, or legal action when collateral is jeopardized or collection conditions warrant, in consultation with Collection Management.
• Perform skip tracing using available CUTX-approved sources to locate members who cannot be reached through standard contact information.
• Verify member contact and employment information and update the system of record.

• Maintain detailed, accurate written records of all member conversations, actions taken, and decisions in the collections system of record sufficient to support audit and examination review.
• Deliver exceptional, respectful member service on every contact, treating members in financial difficulty with empathy and procedural fairness.
• Exercise good judgment and discretion when discussing sensitive financial topics.

• Adhere to all departmental procedures and applicable collection regulations on every contact, including FDCPA standards, FCRA, UDAAP, and SCRA where applicable.
• Consult with Collection Management as needed for technical advice or guidance on complex delinquent accounts.
• Ensure every payment option is explored and documented before recommending repossession or charge-off.
• Identify and immediately elevate potential compliance concerns, member-harm risks, or wrongful collection activity to Collection Management.

Outcome

Primary KPI

Target / Direction

Delinquent accounts are cured promptly to reduce roll-rates and charge-off risk.

Delinquency Cure Rate — percent of assigned past-due accounts brought current within the reporting period.

Monthly

[Target — confirm with VP, Collections]

Collections activity reduces dollars rolling to later delinquency buckets and to charge-off.

Roll-Rate / Net Charge-Off Contribution on assigned portfolio.

Monthly

Collector productivity supports portfolio coverage.

Right-Party Contacts (RPC) per day and Promises-to-Pay (PTP) kept rate.

Monthly

Every member contact is documented and audit-ready.

Account Documentation Quality — percent of sampled accounts passing internal QA / compliance review without material exception.

Member interactions are…