Collections Specialist

SUMMARY

The Collections Specialist manages delinquent member accounts by providing solution-focused service, negotiating repayment arrangements, and supporting positive account resolution while protecting the credit union’s financial interests. This role works collaboratively with members and internal teams to address financial hardships, minimize losses, and ensure compliance with applicable regulations, policies, and collection standards.

• Manages delinquent loans and negative share accounts across various delinquency stages by contacting members to discuss past‑due balances and repayment solutions. Reviews account history and risk factors to determine appropriate resolution strategies, including payment arrangements, deferments, settlements, and other loss mitigation options within established authority limits. Maintains collection queues, monitors repayment agreements, performs skip‑tracing activities, assists with repossession and reinstatement processes, coordinates with third‑party vendors when appropriate, and accurately documents account activity within core systems.
  
  Provides empathetic, solution-focused service to members experiencing financial hardship while maintaining professionalism, confidentiality, and compliance with applicable policies and regulations.
• Ensures all collection activities comply with applicable federal and state regulations, including FDCPA, FCRA, bankruptcy laws, and credit union policies and procedures. Maintains accurate and complete documentation of member interactions and account activity while adhering to established quality, compliance, and regulatory standards.
• Meets established productivity, quality, and recovery goals related to call activity, promise‑to‑pay effectiveness, cure and roll rates, account resolution, loss mitigation, and member experience. Participates in coaching, training, and departmental meetings to support ongoing development and departmental performance.
• Provides support and guidance to frontline staff regarding member/account concerns, payment solutions, and collection‑related processes while collaborating with internal departments and business partners to resolve account issues and support operational efficiency.
• Performs other duties and responsibilities as assigned to support departmental operations, organizational objectives, and the overall service goals of the credit union.

Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or its equivalent is required.
• Minimum 1–2 years of experience in collections, lending, customer service, or a related financial services role required, preferably with a credit union.
• General knowledge of consumer lending products, including auto loans, credit cards, personal loans, and mortgage products.

• Vacation (10+ or Minimum Days)
• Sick (8 Days)
• Holidays (11 Days & 1/2 Day Christmas Eve)
• Birthday & Anniversary Day Off
• Community Volunteer Events
• Social Events & Outings
• Event & Venue Discounts

• Competitive Pay
• Stakeholders
• 401k Dollar-for-Dollar Match up to 6% (after one year of service)
• Business Attire Allowance
• Annual Performance Review & Increase
• Wellness Incentive
• Tuition Reimbursement
• Awards, Recognitions & Incentives
• Free Checking & Savings Accounts
• Discounted Employee Loan Rates

• Kaiser and Cigna Medical & Prescription Plans
• Fitness Challenges & Gym Access
• Onsite Wellness Programs
• Medical & Dependent Flex Spending Account