Collections Specialist – Member Solutions (Consumer Loans)

Collections Specialist – Member Solutions (Consumer Loans)

Job Overview

Success in this role requires a balanced approach to collections that combines regulatory compliance, sound judgment, and a commitment to helping members find realistic financial solutions.

The Collections Specialist is responsible for managing a portfolio of delinquent consumer loan, credit card, and share accounts through all stages of delinquency, collection, and recovery. This role works directly with members to resolve past-due balances in a way that supports both member service and loss mitigation. The Specialist independently manages more complex accounts, including bankruptcies, repossessions, and small claims actions, using critical thinking and sound judgment to determine appropriate resolution strategies and prevent charge-offs. This position also assists members with loan servicing questions and repayment options while helping protect the credit union’s financial interests.

This position is best suited for candidates with hands-on experience managing delinquent loan portfolios and resolving complex accounts such as bankruptcies, repossessions, or legal recovery matters.

Key Responsibilities

• Work with members to resolve delinquent accounts and help return accounts to good standing.
• Contact members to discuss repayment options, payment plans, settlements, and other solutions.
• Manage accounts through various stages of delinquency, including bankruptcies, repossessions, and charge-offs.
• Coordinate repossessions and assist with small claims actions while ensuring proper documentation and compliance.
• Review account activity to identify risk and recommend solutions such as loan modifications, deferments, or hardship options.
• Maintain accurate records of collection activity and ensure compliance with regulatory requirements.
• Resolve credit reporting disputes and coordinate with third-party collection agencies when necessary.
• Collaborate with internal teams to resolve account issues and support loan servicing activities.
• Provide backup support for loan servicing functions and assist members with loan-related questions.
• Perform other related duties as assigned.

Qualifications

• Two (2) or more years of experience in consumer collections, bankruptcy servicing, repossessions, or related lending functions, with working knowledge of consumer loan products, collection procedures, regulatory requirements, and loan documentation. Credit union experience preferred.
• Experience managing a portfolio of delinquent accounts and determining appropriate resolution strategies, including handling complex situations such as bankruptcies or repossessions.
• Strong analytical and critical thinking skills with the ability to make sound decisions in complex or non-standard situations.
• Ability to approach collections with a member-first mindset, focusing on long-term solutions rather than short-term recovery.
• Ability to communicate effectively and work with members to identify practical financial solutions.
• Strong attention to detail, time management, and organizational skills.
• Ability to work collaboratively with internal teams and third-party vendors.
• Proficiency in Microsoft Office and loan servicing systems.
• Bilingual (English/Spanish) communication skills are a plus.

Why Join Our Team

We believe in putting members first and supporting our employees as they grow. We are committed to creating a collaborative environment where team members are empowered to solve problems, build relationships, and make a meaningful impact in our community. When you join our team, you become part of an organization dedicated to service, integrity, and financial well-being for the members we serve.

Please submit a current résumé that reflects your most recent work experience and responsibilities.

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you have 2+ years consumer collections experience?
• Do you have experience managing a portfolio of delinquent accounts?
• Is the résumé you submitted updated to include your most recent work experience and current employment status? Yes No

Work Location: In person