Collections Specialist

Quantum Recruiters Inc; Albany (OR); On-site; USD 42,000 - 64,000; Full time

Job summary

Quantum Recruiters Inc seeks a compassionate Member Solutions Officer for a credit union in Oregon. The role supports members in financial difficulties, manages delinquent accounts, and coordinates with internal and external teams to secure favorable resolutions.

The candidate will handle sensitive communications, review policies on collections and reaffirmation, and identify opportunities to offer suitable financial products. Strong empathy and problem-solving are essential for success.

Qualifications

• Strong verbal and written communication skills for member conversations and documentation.
• Excellent interpersonal skills with focus on empathy and relationship building.
• Solid organizational abilities to manage multiple delinquent accounts and deadlines.
• Comfortable working with computers, financial systems, spreadsheets, and word processing tools.
• Ability to exercise sound judgment, maintain confidentiality, and resolve problems.
• Knowledge of state and federal collection laws and regulations preferred.
• Previous experience in banking, credit unions, or financial services is beneficial.

Responsibilities

• Monitor delinquent loans and negative balances to minimize losses.
• Contact members to discuss past-due accounts and identify payment solutions.
• Arrange payment plans, extensions, and relief options with members.
• Process payments, adjustments, and related transactions accurately.
• Maintain a professional, solutions-focused approach balancing member needs and goals.
• Collaborate with internal departments to resolve issues and support collections.
• Coordinate with external partners such as attorneys or collection agencies as needed.
• Prepare reports on delinquency, collections, and account resolutions for management.

Skills

Communication skills

Empathy & customer service

Organization

Computers & software

Confidentiality

Regulatory knowledge

Banking experience

Education

High school diploma or GED

Job description

Member Solutions Officer

We are seeking a compassionate, detail-oriented Member Solutions Officer to join a credit union team. This position plays an important role in assisting members who are experiencing financial difficulties while helping the organization minimize financial losses and maintain healthy loan portfolios.

The ideal candidate will have strong communication and problem-solving skills, a customer-focused approach, and the ability to navigate sensitive financial conversations with professionalism and empathy.

This is a great opportunity for someone with a background in collections, banking, or financial services who enjoys helping people find solutions.

Key Responsibilities

Collections & Account Management

Monitor and manage delinquent loans and negative account balances to minimize financial losses.

Contact members to discuss past-due accounts, understand their circumstances, and identify appropriate solutions.

Work with members to establish payment arrangements, loan extensions, and other available relief options.

Process payments, account adjustments, and related transactions accurately and in accordance with established procedures.

Maintain a professional, solutions-focused approach while balancing member needs with organizational goals.

Member Communication & Support

Communicate with members by phone and in writing regarding account concerns, payment options, and collection activities.

Handle sensitive or challenging conversations with patience, professionalism, and empathy.

Explain applicable collection, loss, bankruptcy, and reaffirmation policies to members.

Identify opportunities to recommend financial products or services that may better support members' needs.

Build positive relationships with members while working toward successful account resolutions.

Team Collaboration & External Coordination

Collaborate with internal departments to resolve account issues and support collection efforts.

Coordinate with attorneys, repossession agents, collection agencies, and other external partners as needed.

Participate in training, share knowledge with colleagues, and contribute to department goals.

Identify opportunities to improve workflows, communication, and overall department efficiency.

Reporting, Compliance & Documentation

Maintain accurate and timely records of collection activities, member communications, and account updates.

Prepare reports related to delinquency, collection efforts, and account resolutions for management review.

Monitor collection trends and recommend improvements to processes and procedures.

Ensure collection activities comply with applicable state and federal regulations, as well as internal policies.

Review accounts and provide recommendations regarding charge-offs and other appropriate collection actions.

Assist with updating departmental procedures and implementing process improvements.

Qualifications

• Strong verbal and written communication skills, including the ability to navigate difficult conversations professionally.
• Excellent interpersonal skills with a focus on empathy, customer service, and relationship building.
• Strong organizational skills and the ability to manage multiple accounts, deadlines, and priorities.
• Comfortable working with computers, financial systems, spreadsheets, and word processing software.
• Ability to exercise sound judgment, maintain confidentiality, and resolve problems effectively.
• Knowledge of state and federal collection laws and regulations preferred.
• Previous experience in banking, credit unions, collections, or financial services is beneficial.

Education & Experience

• High school diploma, GED, or equivalent business experience required.
• At least one year of collections experience preferred.