Account Resolution Specialist I - 10076

Coastal Credit Union; Raleigh (NC); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Coastal Credit Union in Raleigh, NC is seeking an Account Resolution Specialist I to manage outbound delinquent account contact and secure payment commitments. This role focuses on timely cures, accurate documentation, and adherence to collection procedures while supporting member resolution and service quality.

The ideal candidate will have at least one year of consumer loan collections or related experience, a high school diploma, and the ability to work a 10am–7pm schedule in a hybrid,

Qualifications

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

Responsibilities

• Outbound Account Resolution: Contact members with delinquent accounts to obtain payment commitments and support cure within approved collection practices.
• Member Engagement and Productivity: Meet role-level expectations for outbound call activity and service support.
• Documentation and Follow-Up: Record all contacts, commitments, and account activity for audit and continuity.
• Escalation Identification: Identify cases needing further research or leadership review and escalate appropriately.
• Compliance: Perform collection activity in accordance with policies and regulatory requirements.

Skills

Outbound calling

Customer service

Attention to detail

Communication

Education

High school diploma or equivalent

Tools

Debt collection systems

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 10/14/2026

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.

"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