Account Resolution Specialist I - 09156

Coastal Credit Union; Raleigh (NC); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Coastal Federal Credit Union in Raleigh, NC is seeking an Account Resolution Specialist I (Outbound) to resolve delinquent accounts through proactive outreach, securing payment commitments, and documenting activity in accordance with policy.

The hybrid role requires one year of consumer loan collections or related experience, a high school diploma, and availability to work 10am–7pm. You will contribute to delinquency reduction and member resolution while ensuring service quality and compliance.

Qualifications

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

Responsibilities

• Outbound account resolution: contact members with delinquent accounts, identify resolution options, obtain payment commitments, and support timely cure.
• Member engagement and productivity: meet role-level expectations for outbound call activity and service support.
• Documentation and follow-up: document all member contacts, commitments, follow-up actions, and account activity accurately for audit.
• Escalation identification: identify circumstances requiring additional research or leadership review and escalates appropriately.
• Compliance: perform collection activity in accordance with policy, confidentiality, and regulatory expectations.

Education

High school diploma or equivalent

Job description

Job Title: Account Resolution Specialist I

Position Location: Raleigh, NC. Hybrid, two days a week in office.

Hours: 10am-7pm

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.

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.

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

Deadline for Application

All resumes must be received on or before 9/22/2026

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at [e-mail]. Request for reasonable accommodation will be considered on a case by case basis.

“It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together.”

• Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans