Job Scope:

Supports the management of delinquent accounts, typically between 15 and 90 days past due, including consumer loans, credit cards, and share/share draft accounts. Focuses on learning the basics of collections and member support, assisting members in resolving delinquencies with guidance from supervisors.

Essential Functions

• Assist with collection efforts on delinquent accounts, including loans, credit cards, and negative balances, typically 15 to 90 days past due, following established procedures.
• Support accounts approaching pre-charge-off by offering standard repayment options or assistance under guidance.
• Contact members via phone, email, or letter to provide information on account recovery options and document interactions.
• Follow standard procedures to record account activity, track progress, and manage follow-ups in collection systems.
• Perform basic skip tracing to locate members with missing or inaccurate contact information, with guidance.
• Post payments and update system records according to standard processes.
• Support processing of force-placed insurance documentation and filing claims under supervision.
• Coordinate with internal departments to clarify account information or escalate issues as needed.
• Follow federal and state regulations (e.g., FDCPA, UCC) and internal policies in day-to-day tasks, seeking guidance when unsure.
• Ensure accurate documentation of collection activity in compliance with internal and external requirements.
• Eager to learn and follow procedures accurately.
• Participate in team efforts and support peers as directed.

Qualifications:

Experience and Education

• Minimum of 6 months of customer service experience, preferably in a financial services environment.
• Collections experience preferred.
• High school diploma or GED required.

Knowledge

• Basic awareness of financial services and credit union products.
• Familiarity with standard workplace policies and procedures, including confidentiality requirements.
• Awareness that collections activities are governed by federal and state regulations (e.g., FDCPA).
• Basic computer literacy, including Microsoft Office and standard collection systems.

Skills/Abilities

• Ability to follow established procedures and complete routine tasks accurately.
• Clear verbal and written communication skills for member interactions.
• Ability to handle low- to moderate-risk accounts under supervision.
• Willingness to ask questions and escalate complex cases.
• Basic organizational skills and attention to detail.
• Cooperative team member; participates in team efforts and supports peers.

Physical Requirements/Work Environment

• Primarily office-based, with frequent use of computer, phone, and standard office equipment.
• Requires prolonged sitting, repetitive hand/finger movements, and extended periods of visual focus on screens or documents.
• Occasional light filing or handling of physical documents.
• Regular communication with members, peers, and internal partners, requiring clear verbal and written skills.
• Handles confidential and sensitive member information with discretion.
• Standard business hours with occasional need for extended hours during high-volume periods.
• Frequent interaction with members and internal teams; may handle routine member concerns or escalations under supervision.