Collections Specialist

Job Summary:

The Collections Specialist is responsible for managing and resolving past-due accounts, specifically those resulting from Non-Sufficient Funds (NSF) payments. This position plays a vital role in supporting the financial health of the YMCA by ensuring timely and professional communication with members whose payments have failed, while upholding the YMCA’s core values of caring, honesty, respect, and responsibility.

Job Summary:

The Collections Specialist is responsible for managing and resolving past-due accounts, specifically those resulting from Non-Sufficient Funds (NSF) payments. This position plays a vital role in supporting the financial health of the YMCA by ensuring timely and professional communication with members whose payments have failed, while upholding the YMCA’s core values of caring, honesty, respect, and responsibility.

At the St. Cloud Area Family YMCA, we are united in a sincere desire to live out our great Mission. To put Christian principles into practice through programs that build a healthy spirit, mind, and body for all. Together, we pledge to do this daily, in our actions and interactions, with staff, members and guests of the YMCA, by serving, caring, and loving.

To serve is to meet physical needs through our facility, programs, and responsive actions to questions or requests. To care is to meet emotional needs by engaging in genuine conversation, listening with intention, and developing relationships. To love is to provide opportunities for connection and service by keeping the Y a safe and welcoming place for all.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Monitor daily reports and member accounts for NSF activity.
• Contact members with NSF transactions via phone, email, and written correspondence in a timely and professional manner.
• Work with members to resolve account issues, establish payment arrangements, or update payment methods.
• Accurately document all communication and payment activity in the member database system.
• Collaborate with the Membership and Finance teams to ensure member accounts remain in good standing.
• Conduct proactive member retention calls to strengthen relationships, identify potential issues early, and promote long-term member engagement and satisfaction
• Follow YMCA policies and procedures regarding member confidentiality and ethical collections practices.
• Recommend delinquent accounts for further collection action or write-off according to organizational policies.
• Provide monthly reports on collection performance and outstanding balances to leadership.
• Perform other duties as assigned to support the operations and goals of the YMCA.
• Other duties assigned.

Qualifications:

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.

• Must be 18 years of age or older.
• CPR/First Aid/AED Certification or ability to obtain within 30 days of employment.
• High school diploma or equivalent required; associate degree in business or finance preferred.
• Minimum 1–2 years experience in collections, customer service, or finance-related roles.
• Excellent communication and negotiation skills.
• Proficient in Microsoft Office and member management or accounting systems (e.g., Daxko, CCC, or similar).
• Ability to maintain confidentiality and handle sensitive…