Collections Specialist

CU*Answers; Grand Rapids (MI); On-site; USD 40,000 - 56,000; Full time

Job summary

CU*Answers in Grand Rapids, MI is seeking a Collections Specialist to engage with credit union members on past-due accounts. You will discuss payment options, negotiate arrangements, and help members get accounts current, all while documenting interactions and collaborating with a team dedicated to finding practical solutions.

The role emphasizes strong communication, customer service, and problem-solving in a supportive office environment with no remote work option.

Qualifications

• Excellent verbal and written communication.
• Experience in customer service is preferred.
• Ability to handle difficult conversations professionally.
• Capable of documenting conversations and account activity.
• Knowledge of basic banking concepts is a plus.

Responsibilities

• Make inbound/outbound calls to discuss past-due accounts.
• Understand members' situations and seek solutions to bring accounts current.
• Negotiate payment arrangements and encourage positive financial habits.
• Document conversations and account activity accurately.
• Assist members with basic banking questions as needed.
• Collaborate with the team to meet goals and improve processes.

Skills

Strong communication

Customer service

Problem solving

Negotiation

Attention to detail

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Description

Great with people? Strong communicator? Know how to handle tough conversations? We want to meet you!

CU*Answers is looking for a Collections Specialist who can turn challenging conversations into positive outcomes. If you're someone who enjoys problem-solving, helping people find solutions, and making a difference, this could be a great opportunity for you. As a Collections Specialist, you'll work with credit union members to understand their financial challenges, discuss payment options, and help get their accounts back on track. You'll be part of a supportive team that values professionalism, communication, and finding solutions that work.

This is an in-office position, with no remote opportunity.

• Connect with credit union members through inbound and outbound calls to discuss past-due accounts.


• Work with members to understand their situations and find solutions to bring accounts current.


• Negotiate payment arrangements and encourage positive financial habits.


• Document conversations and account activity accurately.


• Assist members with basic banking questions, including account balances and online banking access, when needed.


• Collaborate with your team to meet goals and improve processes.

What You’ll Do

• Connect with credit union members through inbound and outbound calls to discuss past-due accounts.


• Work with members to understand their situations and find solutions to bring accounts current.


• Negotiate payment arrangements and encourage positive financial habits.


• Document conversations and account activity accurately.


• Assist members with basic banking questions, including account balances and online banking access, when needed.


• Collaborate with your team to meet goals and improve processes.

What You Bring

• Strong communication skills and the confidence to handle difficult conversations professionally.


• Customer service experience and a genuine desire to help others.


• Good problem-solving, negotiation, and organizational skills.


• Attention to detail and the ability to handle confidential information.


• Comfort using computers and Microsoft Office applications.


• High school diploma, GED, or equivalent experience.


• Previous collections or financial services experience is a plus, but not required.

Why CU*Answers?

At CU*Answers, you're more than just a voice on the phone. You're part of a team that helps credit unions support their members and strengthen their financial futures. You'll have the opportunity to build valuable skills in financial services, customer relations, negotiation, and problem-solving while working with a team that values collaboration and continuous improvement.

Requirements

WORK ENVIRONMENT & PHYSICAL ACTIVITIES

CU*Answers operates in a professional office building setting. Some job assignments at CU*Answers are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. CU*Answers is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

NOTICE

This job description is not intended to be, nor should be construed as a contract for employment. CU*Answers makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what CU*Answers has defined this position to be.

CU*Answers will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify CU*Answers in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. CU*Answers, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

CU*Answers is willing to accommodate disabilities to the extent a financial service organization can without impacting financial control or member service. CU*Answers is an Equal Opportunity Employer.