Account Resolution Specialist I - 08136

Coastal Federal Credit Union; United States; Hybrid; USD 38,000 - 52,000; Full time

Job summary

Coastal Federal Credit Union is seeking an Account Resolution Specialist I (Outbound) to contact delinquent members, secure payment commitments, and document account activity in line with established collection procedures. This role supports delinquency reduction, member resolution, service quality, and regulatory compliance.

The position emphasizes outbound outreach, accurate record-keeping, and collaboration with leadership to identify resolution options while maintaining high service

Qualifications

• One year of consumer loan collections or equivalent experience.
• Experience with debt collections systems preferred.
• High school diploma or equivalent.

Responsibilities

• Outbound collection activity to contact delinquent members and obtain payment commitments.
• Meet outbound call targets and maintain productivity and quality.
• Document all contacts and follow-up actions for audit and continuity.
• Identify account circumstances requiring escalation and route to leadership as needed.
• Ensure compliance with policies and regulatory expectations during collections.

Skills

Consumer loan collections

Financial services

Call center

Member/customer contact

Education

High school diploma

Tools

Debt collections systems

Job description

Remote / Hybrid

Job Summary

The Account Resolution Specialist I (Outbound) resolves delinquent accounts through proactive outbound member contact, securing payment commitments, documenting account activity, and following established collection procedures. The role supports delinquency reduction, member resolution, service quality, and compliance through consistent execution of outbound account resolution activity.

Responsibilities

As a key contributor to the Coastal team, your responsibilities will be:

• (35%) Outbound Account Resolution: Contact members with assigned delinquent accounts through outbound collection activity, identify resolution options, obtain payment commitments, and support timely cure using approved collection practices.
• (25%) Member Engagement and Productivity: Meet role-level expectations for outbound call activity, availability/service support, commitment activity, promises kept, quality, and productivity.
• (20%) Documentation and Follow-Up: Document all member contacts, commitments, follow-up actions, and account activity accurately and timely for audit, reporting, and continuity.
• (10%) Escalation Identification: Identify account circumstances that require additional research, inbound support, advanced handling, complaint support, or leadership review and escalates appropriately.
• (10%) Compliance: Perform collection activity in accordance with policy, procedure, confidentiality, and applicable regulatory/documentation expectations.

Qualifications

Interested? Here are the qualifications we need to see on your resume:

Experience

• One year of consumer loan collections, financial services, call center, or comparable member/customer contact experience.
• Experience with debt collections systems preferred

Education

• High school diploma or equivalent