Job Description
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
Experience:
- 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
Preferred Skills:
- Experience working in a credit union or banking environment
- Familiarity with state collection regulations
- Bilingual skills are a plus
- Firm but empathetic
What We Offer:
- Competitive pay
- Comprehensive benefits package (health, dental, vision, 401(k)
- Paid time off and holidays
- A supportive, member-first culture
