Collections Specialist

POSITION SUMMARY
Supports the credit union’s early-stage delinquency management process by working primarily with member accounts that are 15 - 60 days past due. Focuses on professional, respectful member communication, timely collection calls, accurate documentation, and payment resolution support while helping members maintain a positive relationship with the credit union.

RESPONSIBILITIES AND DUTIES

1. Monitor assigned delinquent loan accounts, with primary focus on accounts 15 - 60 days past due.
2. Make outbound collection calls and handle inbound member calls in a professional, courteous, and compliant manner.
3. Communicate with members by phone, mail, email, or other approved channels to discuss account status, payment options, and repayment arrangements.
4. Determine the reason for delinquency and work with members to identify practical solutions for bringing accounts current.
5. Document all member contact attempts, conversations, promises to pay, payment arrangements, and follow-up actions accurately in the credit union’s core or collections system.
6. Send approved delinquency notices, reminders, and other member communications according to established procedures.
7. Follow up on broken payment arrangements and escalate accounts requiring additional review or action to the supervisor or collections team.
8. Process or assist with payment arrangements, extensions, due date changes, or other approved account maintenance within assigned authority.
9. Maintain confidentiality of member information and protect sensitive financial data at all times.
10. Support department reporting by helping prepare delinquency lists, account updates, and collection activity summaries.
11. Collaborate with lending, member service, accounting, and branch staff to resolve member questions and account issues.
12. Comply with all credit union policies, procedures, and applicable federal and state laws and regulations related to collections and member privacy.
13. Perform other clerical, administrative, and collections support duties as assigned.

QUALIFICATIONS

Education: 
High school graduate or equivalent

Experience: 

1. Knowledge of consumer loan products, loan repayment terms, delinquency management, and member account servicing preferred
2. Familiarity with applicable collection practices, privacy requirements, and fair treatment standards preferred 

Skills and Abilities:

1. Strong verbal and written communication skills, including the ability to communicate difficult information with professionalism and empathy
2. Ability to make collection calls in a respectful, confident, and member-focused manner
3. Strong attention to detail and ability to maintain accurate records
4. Basic math skills and ability to review account balances, payment amounts, due dates, and delinquency status
5. Comfort using computers, phones, email, Microsoft Office, and financial or collections systems
6. Ability to follow established scripts, procedures, compliance requirements, and escalation guidelines
7. Dependable attendance and ability to work the agreed part-time schedule consistently
8. Bilingual communication skills a plus, depending on member needs
9. Alignment in supporting the Everence mission of empowering financial well-being for faith-inspired living

SUPERVISORY RESPONSIBILITIES: None
SCHEDULE: Part-time (24 hr/wk)