Senior Collector

Job Summary

The Senior Collector is responsible for assisting in the administration and execution of collection activities, with primary focus on the Real Estate portfolio, Specialty Queues, and department operations. This role balances effective collection performance with exceptional member service and regulatory compliance. The Senior Collector demonstrates strong judgment, professionalism, and leadership in support of the Credit Union’s mission and collection goals.
** This is Hybrid/St. Louis position **

Senior Collector

Collections Manager

None

Non - Exempt

• Communicate with members by phone and other channels to determine reasons for delinquency and take appropriate action to resolve accounts (including loan modifications, repayment plans, or other workout solutions).
• Counsel members regarding financial obligations, advising on repayment options, and securing commitments to pay.
• Perform the duties of a Collector with an emphasis on managing Real Estate delinquency accounts, ensuring all performance targets are achieved through consistent, effective, and compliant collection efforts.
• Assist in the foreclosure process when necessary, ensuring compliance with internal policies and investor or regulatory guidelines.
• Maintain expert knowledge of collection timelines and requirements for all real estate loan types, including Portfolio, Fannie Mae, Federal Home Loan Bank, and other third-party participation loans.
• Manage assigned Specialty Queues, which may include but are not limited to:
  Active Repossession, 1st Pay Default, Matured Value Plus, and Total Losses.
• Provide administrative and operational support including managing voicemails, Collection inbox, faxes, Co-op and Member Contact Center emails, Opportunities (Keystone), and DRN tracking.
• Act as a “second voice” or escalation point for complex member calls and assist team members in resolving difficult cases.
• Research, respond to, and resolve internal and external inquiries related to collection issues with professionalism, accuracy, and timeliness.
• Promote a positive and professional relationship between internal teams, external partners, and members, ensuring service delivery and member satisfaction remain top priorities.
• Provide coaching, mentoring, and training to collection staff to foster continuous learning and performance improvement.
• Recommend and support process improvements to enhance department efficiency, compliance, and service quality.
• Demonstrate sound judgment and discretion within the framework of applicable laws, regulations, and Credit Union policies, including CFPB, FDCPA, FCRA, BSA, Patriot Act, and OFAC.
• Complete other duties, projects, and assignments as required.
• Maintain regular and consistent attendance and ensure adequate department coverage.

An equivalent combination of education, training, and experience will be considered.

• High school diploma or equivalent.
• Three to five years of similar or related experience, preferably within financial services or loan collections.

A representation of the knowledge, skills, and abilities necessary to perform this job competently.

• Strong communication, negotiation, and problem-solving skills.
• Proven analytical and critical-thinking abilities with keen attention to detail.
• Proficiency in collection systems, loan servicing platforms, and Microsoft Office applications.
• Understanding of loan servicing, real estate collections, and regulatory requirements.
• Ability to manage sensitive and confidential information with discretion.
• Effective time management and the ability to work independently while contributing to a collaborative team environment.
• Strong interpersonal skills demonstrating trust, empathy, and diplomacy in sensitive member interactions.
• Advanced knowledge of collection practices, real estate delinquency management, and applicable regulations.
• Strong member-service orientation and ability to de-escalate difficult situations.
• Ability to coach and mentor peers.
• Technical proficiency in loan servicing and collection software.
• Strong written and verbal communication…