Collections & Loss Mitigation Specialist I

Civic Federal Credit Union; Raleigh (NC); On-site; USD 42,000 - 62,000; Full time

Job summary

Civic Federal Credit Union in Raleigh, NC is seeking a Collections Specialist to actively manage delinquent accounts by contacting members and negotiating repayment plans. You will support loss mitigation efforts, document interactions, and ensure compliance with regulations while collaborating with internal teams.

The role requires 2–3 days per week onsite at our administrative headquarters, strong interpersonal skills, and the ability to operate standard office equipment as part of a dedicated

Qualifications

• Minimum 1-3 years experience in a call center, customer service, accounts receivable, or financial services environment.
• Bachelor’s degree is acceptable.
• Strong interpersonal skills with ability to work in a team environment.
• Must be able to work onsite at Credit Union administrative headquarters at a minimum of 2-3 days per week.
• Ability to operate standard office equipment including but not limited to PC, copier, telephone.
• Ability to lift a minimum of 25 lbs.
• Travel required on occasion.

Responsibilities

• Contact Credit Union Members regarding loans in default via phone, email, and text message.
• Provide primary support for all incoming and outgoing call efforts to support delinquency and loss management goals.
• Proactively contact members via phone, email, or other communication methods to discuss their accounts and identify reasons for delinquency.
• Work with members to develop repayment plans, loan modifications, or other solutions to bring accounts current.
• Ensure a consultative member approach to restructuring loans as necessary and provide financial education resources.
• Establish proficiency in all current and future software systems utilized by the Loss Mitigation team.
• Accurately document all member interactions and actions in the core collection system.
• Maintain call volume and quality standards in line with KPI goals.
• Collaborate with other internal business units to ensure a coordinated approach to loss prevention.
• Assist the Loss Mitigation Manager with reviewing reports on delinquency trends and recovery efforts.
• Maintain knowledge of Default Management practices and ensure compliance with regulations and policies.

Skills

Call center experience

Customer service

Interpersonal skills

Team player

Onsite work

Education

Bachelor's degree

Job description

Civic Federal Credit Union in Raleigh, NC is seeking a Collections Specialist to actively manage delinquent accounts by contacting members and negotiating repayment plans. You will support loss mitigation efforts, document interactions, and ensure compliance with regulations while collaborating with internal teams.

The role requires 2–3 days per week onsite at our administrative headquarters, strong interpersonal skills, and the ability to operate standard office equipment as part of a dedicated