Role
The Collection Specialist is responsible for direct communication with members to address and resolve overdue accounts. This position requires a results driven individual who can maintain professionalism and empathy while negotiating payment arrangements, meeting department goals, and ensuring members receive excellent service during every interaction.
Essential Functions & Responsibilities
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Makes outbound and receives inbound calls from members regarding delinquent accounts, maintaining a professional and respectful approach.
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Negotiates payment plans and works with members to create mutually agreeable repayment schedules, including identifying hardship options when appropriate.
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Ensure all communication with members is clear, professional, and aligned with company policies and regulatory standards.
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Strives to meet established department goals for recovery of overdue payments.
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Maintains accurate, detailed, and up‑to‑date documentation of all communications, payment arrangements, and account updates.
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Maintains a strong understanding of department procedures to accurately address member inquiries and concerns.
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Utilizes office technology, including computer systems, email, internet, and other office‑related software.
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Works effectively in both team and independent settings.
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Works in an office environment for at least 8 hours per day.
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Performs other job‑related duties as assigned.
Performance Measurements
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Ensures all collection activities are compliant with credit union policies and all local, state, and federal regulations.
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Maintains high‑quality member communication that is professional, accurate, and aligned with regulatory standards.
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Achieves established performance targets related to delinquency reduction, recovery, call quality, and documentation accuracy.
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Keeps management informed of trends or recurring issues affecting member accounts or collection outcomes.
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Consistently maintains complete, accurate, and timely documentation on all collection activity.
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Supports positive member experience and contributes to member satisfaction and retention.
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Demonstrates strong adherence to confidentiality and security requirements.
Knowledge & Skills
Experience One to three years of similar or related experience preferred, including collections, customer service, or call‑center roles.
Education A high school diploma is required. Additional relevant training, certifications, or post‑secondary education is preferred
Interpersonal Skills Frequent contact with members and internal staff requiring professionalism, confidentiality, and tact.
Ability to de‑escalate situations and apply diplomacy when addressing sensitive financial matters.
Strong verbal communication and active listening skills
Other Skills Must demonstrate strong negotiation and problem‑solving abilities.
Must demonstrate the ability to follow established guidelines and maintain accurate records.
Must demonstrate the ability to be self‑directed while working within established procedures.
Must demonstrate the ability to maintain a courteous, empathetic, and professional environment for members
and coworkers.
Knowledge of relevant collection‑related regulations preferred.
Physical Requirements
The physical requirements described here are representative of those necessary to
perform the essential functions of this position. Reasonable accommodations must be made while performing the duties of this job. The employee is frequently required to sit, talk, and hear. The employee may occasionally stand, walk, use hands to handle or feel, reach with hands and arms, stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities include close vision, distance vision, and depth perception.
This Job Description is not a complete statement of all duties and responsibilities comprising this position.
