Collection Representative

Redstone Federal Credit Union; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

Redstone Federal Credit Union is seeking a Collections Specialist to perform a variety of collections activities aimed at reducing delinquent accounts. This role involves interacting with members to understand their financial situations and create payment plans, while also maintaining records of work performed.

The ideal candidate has at least 2 years of collections experience and a high school diploma or GED. Responsibilities include documenting departmental work and preparing reports related to delinquent accounts.

Qualifications

• 2 Years of Collections Experience; lending or member service experience may also be considered.
• Effectively apply internal and external customer service practices.
• Communicate in a professional manner.

Responsibilities

• Perform collections on delinquent accounts through phone calls.
• Document and process departmental work.
• Prepare and maintain reports concerning delinquent accounts.

Skills

Customer service practices

Problem-solving

Communication skills

Time management

Education

High School Diploma or GED

Job description

Job Description Summary

Performs a variety of collections activities and utilizes all available resources to reduce delinquent accounts, avoid charge-offs and foreclosures. Interacts with members to gain knowledge and understanding of their financial situation and creates payment plans to protect the assets of the Credit Union.

Essential Duties and Responsibilities

• Performs collections on delinquent accounts through phone calls, correspondence and follow‑up; uses reason and research to find solutions and make payment arrangements; makes recommendations for account charge‑offs, repossessions and foreclosures.
• Documents and processes departmental work, including but not limited to verifying for accuracy and completeness, performing research, scanning and filing documents and other materials, retrieving and releasing documents and records.
• Performs specialized data entry to prepare a variety of standard materials, documents and reports; updates computer records and databases; completes and processes standard forms related to areas of responsibility.
• Updates, flags and closes delinquent accounts; prepares journal vouchers for payments.
• Prepares and maintains a variety of reports, including but not limited to delinquencies, bankruptcies, foreclosures, returned checks and account charge‑offs.
• Interacts with other departments, attorneys and third‑party vendors to research and resolve problems and provide requested information.
• Maintains records of work performed.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follows all physical and online security procedures and maintains strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

Education / Experience

Education Requirement: High School Diploma or GED (Required). Experience Requirement: 2 Years of Collections Experience; lending or member service experience may also be considered.

Skills / Abilities

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information on a wide range of Credit Union products, services and regulatory compliance requirements, to assess member situations and develop solutions.
• Resolve problems utilizing advanced knowledge and experience.
• Communicate in a professional manner and deliver information clearly and effectively.
• Actively listen to questions, opinions and ideas of others.
• Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.

Physical Demands

Intermittent standing, sitting, walking, bending and climbing. Use of hands repetitively to handle, feel or operate computers and other standard office equipment. Reaching with hands and arms. Intermittent lifting and carrying up to 25 pounds.

Work Environment

Works in a general office environment in a financial services facility.

Equal Opportunity Employment

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or disability. All qualified applicants will not be discriminated against on the basis of disability. The Credit Union is proud to be a drug‑free and tobacco‑free workplace.