Job Overview
We are seeking a detail-oriented and member-focused Collections Specialist to join our team. In this role, you will work directly with members to resolve delinquent accounts while preserving positive relationships and supporting their financial well-being. The ideal candidate is empathetic, organized, and skilled in problem-solving and communication.
Responsibilities

• Contact members regarding past-due accounts via phone, email, and written correspondence
• Negotiate payment arrangements and provide appropriate solutions based on member needs
• Monitor delinquent accounts and maintain accurate records of all collection activity
• Ensure compliance with all applicable regulations, including FDCPA, Fair Credit Reporting Act, US Bankruptcy code and Reg E.
• Identify and appropriately handle accounts involved in bankruptcy, including ceasing collection activity, updating account status, and coordinating with legal counsel or third-party partners.
• Recommend further action on accounts when necessary (repossession, legal referral, etc.)
• Provide excellent member service while maintaining professionalism in difficult situations

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• 3-4 years of collections, customer service, or financial services experience required
• Strong communication and negotiation skills
• Knowledge of consumer lending and collections practices required
• Ability to handle sensitive conversations with professionalism and empathy
• Proficiency with Microsoft Office and account management systems

• Experience working in a credit union or banking environment
• Familiarity with state collection regulations
• Bilingual skills are a plus
• Firm but empathetic

• Competitive pay
• Comprehensive benefits package (health, dental, vision, 401(k)
• Paid time off and holidays
• A supportive, member-first culture