Collections Specialist

GreenState Credit Union is seeking a Collections Specialist to manage delinquent consumer and small business accounts with professionalism and empathy. In this role, you will make outbound and handle inbound collection calls, negotiate payment arrangements, and follow established policies and regulatory guidelines. You'll research account issues, document all activities, and recommend next steps such as restructures or repossessions when appropriate. Working closely with lending and member service teams, you'll support members in resolving past-due balances while protecting credit union assets and delivering member-focused service.

Responsibilities

• Contact members regarding delinquent accounts via phone, email, and mail

• Negotiate payment arrangements and hardship solutions within policy limits

• Analyze account histories and recommend next steps on past-due loans

• Document all collection activities and member interactions accurately in systems

• Monitor aging reports and prioritize collection efforts to minimize losses

• Collaborate with lending and member service teams on account resolutions

• Ensure compliance with federal and state collection and consumer protection laws

• Recommend charge-offs, repossessions, or restructures as appropriate

• Assist members in understanding account status and available options

• Support department goals for delinquency, recovery, and member satisfaction Required Skills

• Collections techniques

• Skip tracing and account research

• FDCPA and consumer protection compliance

• Negotiation and conflict resolution

• Credit and loan servicing systems

• Financial data analysis

• Payment arrangement structuring

• Written and verbal communication

• Time management and prioritization

• Customer service in difficult conversations