Collections Representative II

About MCU

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

To help hard‑working New Yorkers build better tomorrows.

Be New York's most loved financial institution by helping our members build their best financial futures.

Collections Representative II is responsible for managing late‑stage delinquent accounts, including consumer loans, auto loans, credit cards, and negative share accounts. This position focuses on member outreach to resolve past‑due balances efficiently and courteously, helping members bring their accounts current while minimizing risk to the credit union.

• Responsible for contacting members through multiple channels—phone calls, emails, text messages, and letters—to resolve delinquencies and provide account support. Conduct outbound and receive inbound calls to negotiate payment arrangements and assist members with resolving delinquencies.
• Accurately update system notes and maintain detailed records of all member interactions and payment agreements.
• Identify, evaluate, and resolve reasons for delinquency.
• Process payments from members to satisfy outstanding payments and cure account delinquency.
• Counsel members on available alternatives to eliminate the delinquency to include hardship, settlements and other programs.
• Analyze member financial situations to determine appropriate solutions, such as extensions, payment plans, or hardship options.
• Identify hardship cases and elevate appropriately.
• Educate members on their account status and payment options.
• Adhere to all collection policies, procedures, and applicable laws and regulations (e.g., FDCPA).
• Utilize skip tracing tools for locating members with disconnected or inaccurate contact information.
• Collaborate and build strong working relationships with other business units within the organization to resolve disputes or discrepancies.
• Meet or exceed departmental goals and performance metrics.
• Participate in ongoing training and development sessions.
• Perform other duties as required.

• High school diploma or equivalent required;
  Associate’s degree or equivalent work experience preferred.
• 3-5 years of experience in customer service or collections.
• Strong verbal and written communication skills.
• Ability to handle high call volumes while maintaining professionalism and accuracy.
• Available to work overtime and Saturdays as required.
• Ability to work independently.

• Strong negotiation, communication, and problem‑solving skills.
• Ability to handle difficult conversations while remaining professional and solution focused.
• Experience with collection systems and basic office software (e.g., Microsoft Office).
• Bilingual (Spanish/English) preferred but not required.

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following:

• Results – We are passionate about winning.
• Agility – We proactively anticipate, respond and pivot to ensure MCU wins.
• Integrity – We operate with the highest ethical standards and highest degree of honesty.
• Belonging – We cultivate a culture of inclusion and teamwork.
• Ownership – We take personal responsibility and hold ourselves accountable for the results.

• Competitive Compensation, Medical and Dental Benefits.
• 401(k) with employer contribution.
• Flexible paid time off.
• Benefits and incentives may vary based on the position and geographic location.

Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.