Collections Representative

Liberty Bay Credit Union; Braintree (MA); On-site; USD 43,000 - 53,000; Full time

Benefits offered by this job

Health care plan (Employer paid)

Retirement plan (401k)

Life Insurance

Paid Time Off

Family Leave

Disability (short/long term)

Training & Development

Wellness Resources

Job summary

Liberty Bay Credit Union in Braintree, MA, seeks a Collections Representative to responsibly recover outstanding debts while balancing member goodwill with the credit union's business interests. The role emphasizes compliant collection practices and active member communication.

Responsibilities include monitoring delinquent accounts, contacting members, and coordinating with co-signers and agencies. The position requires strong negotiation and data-entry skills within a team-driven environment.

Qualifications

• Minimum two years of experience in a credit union/financial institution collections environment.
• Thorough knowledge of FDCPA, UDAAP, CFPB, TCPA and collection best practices for credit unions.
• Excellent verbal, negotiation, customer service and communication skills.
• Strong time management, organization, and attention to detail.

Responsibilities

• Monitor payments for late/delinquency status and follow up by phone or email.
• Contact delinquent members to develop plans to bring accounts current.
• Notify co-signers and coordinate with attorneys or agencies for repossessions as needed.
• Update files in the delinquent loan recovery system and maintain accurate data.
• Determine when to compromise and settle balances or initiate repossession proceedings.
• Maintain knowledge of collection policies and regulatory requirements.

Skills

Verbal negotiation

Customer service

Communication skills

Time management

Attention to detail

Independent & team work

Computer skills

Tools

Google Workspace

Job description

Think of us as a 100-year-old startup. As one of the oldest and most highly capitalized credit unions in the U.S., Liberty Bay Credit Union is arguably the best-kept secret in the financial space. We combine a century of New England stability with a fresh, high-energy purpose: to fuel the earning potential and personal ambitions of our hardworking members. We believe that advocacy, expertise, and honest guidance should be accessible to everyone. Based in Braintree, we are a member-owned, non-profit cooperative dedicated to providing work-class financial services to individuals and business members.

The Collections Department is responsible for the management, reporting, and recovery of outstanding debts from its members. The Collections department plays a critical role in reducing borrower loan losses to the Credit Union.

The Collections Representative is responsible for the timely and efficient recovery of outstanding debts. This role will optimize collections while balancing the goodwill of members with the overall business interests of the credit union.

RESPONSIBILITIES

• Monitor payments for late and/or delinquency status. Follow up on delinquent, high-balance, and overdue credit balance accounts by phone and/or correspondence. Ensure professional interface with members.
• Contact delinquent members by telephone and email to determine the reasons for balance or delinquency, and assist them in developing plans to bring accounts to a current status. Develop workout plans and collect on overdue accounts wherever possible.
• Notify co-signers regarding the status of delinquent accounts.
• Keep abreast of credit union collection policies and procedures as well as applicable external regulations.
• Skip trace on loan accounts as required or directed.
• Update files and system accounts via the credit union’s delinquent loan recovery system.
• Maintain detailed, accurate data for repossessions, bankruptcy file, charge-off list, etc.
• Research payroll deductions, stops, starts, and changes as they may affect the status of a loan repayment. Status code delinquency accounts so ATM/money line(s) will be interrupted.
• Correct title issues and other problems both manually and in the system.
• Process and monitor GAP and VSI Claims
• Determine when to compromise and settle balances and when to initiate repossession proceedings.
• When loan collateral should be repossessed, serve as liaison with attorneys or agencies in handling repossessions of collateral.
• Prepare information required by collection agencies, and post receipts from collection agencies.
• Maintain credit reporting disputes.

• A minimum of two years of experience in a collections department of a credit union or financial institution is required.
• Requires a thorough knowledge of FDCPA UDAAP, CFPB, TCPA and Collection best practices as it relates to a credit union.
• Ability to resolve challenging situations calmly and professionally.
• Possesses excellent verbal, negotiation, customer service and communication skills.
• Solid time management skills with ability to prioritize to successfully balance multiple tasks and requests.
• Well organized, results driven, and strong attention to detail.
• Ability to work independently and in a team environment, with desire to learn and grow.
• Strong computer skills (spreadsheets and document preparation skills required); Google Workspace preferred.

The salary range for this position is $43,000 - $53,000

We offer an extremely generous benefits package:

• Health care plan (Employer paid)
• Retirement plan (401k)
• Life Insurance
• Paid Time Off (vacation, sick, holidays)
• Family Leave (maternity, paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources