Collections Representative I

Position Summary

The Collections Representative I is responsible for managing and resolving delinquent member accounts, including past-due loans and negative share accounts. This role safeguards the Credit Union's financial position by conducting thorough account reviews, determining appropriate collection strategies, and ensuring all actions align with regulatory requirements and internal policies. This position is Monday through Friday 8:00am - 5:00pm, with rotating Saturdays from 9:00am - 1:00pm, with the potential to work a hybrid schedule.

Key Responsibilities

• Manage a portfolio of assigned accounts to ensure timely collection of outstanding balances
• Contact customers via phone, email, and written correspondence regarding delinquent accounts
• Negotiate payment arrangements and resolve billing disputes in a professional and compliant manner
• Review aging reports and proactively prioritize collection efforts
• Work collaboratively with colleagues to resolve account issues
• Maintain accurate and detailed documentation of collection activity
• Ensure compliance with internal policies and applicable federal and state regulations

What We Offer

• Competitive pay based on experience
• Comprehensive benefits package (medical, dental, 401(k), etc.)
• Paid time off and company holidays
• Opportunities for professional growth and advancement
• Supportive, collaborative work environment

Required Qualifications

• 1-3 years of experience in collections with a financial institution
• Knowledge in a collections module system
• Thorough knowledge of collection procedures, skip tracing, and related laws and regulations.
• Strong negotiation, communication, and conflict-resolution skills
• Clear, effective and professional telephone interactions
• Ability to analyze account data and identify payment trends or risks
• Attention to detail with excellent organizational skills
• Ability to work independently and manage a high-volume workload
• Professional demeanor with a customer-focused mindset
• High School Diploma or GED certificate

Preferred Qualifications

• Experience with Symitar, Akuvo, Temenos or similar
• Knowledge of credit and risk assessment processes
• Familiarity with compliance requirements related to collections

Competencies

• Results-driven
• Strong analytical thinking
• Effective communicator
• Sound judgment and discretion
• Team-oriented with cross-functional collaboration skills

Equal Opportunity Employer / Veterans / Disabled

Bilingual a plus.