Collections Specialist

CFS; Lacey (WA); On-site; USD 50,000 - 62,000; Full time

Job summary

CFS in Lacey, WA is seeking a Collections Specialist to handle outbound and inbound calls with members on delinquent accounts, assessing financial situations and recommending repayment options.

You will document interactions per policy, escalate complex cases, and maintain positive/member-first relationships to help members regain financial stability in an empathetic, collaborative team environment.

Qualifications

• Experience in collections, banking, financial services, or a related customer-facing environment.

Responsibilities

• Conduct outbound and inbound collection calls with members regarding delinquent accounts.
• Assess individual financial situations and recommend repayment options, loan modifications, extensions, or other solutions when appropriate.
• Build trust and maintain positive relationships while navigating sensitive financial conversations.
• Accurately document member interactions, payment arrangements, and account updates in accordance with company policies.
• Escalate complex situations and higher-risk accounts through established internal procedures.

Job description

Why This Opportunity Stands Out

Join a well-established financial institution that is committed to helping members navigate financial challenges with dignity and respect. This role offers the opportunity to make a meaningful impact by working directly with members to find practical solutions that help them regain financial stability. You'll be part of a collaborative team that values strong communication, thoughtful problem-solving, and a member-first approach.

Location: Lacey, WA (Onsite)

Salary $49,920 - $62,400 DOE

Key Responsibilities For The Collections Specialist Role

• Conduct outbound and inbound collection calls with members regarding delinquent accounts.
• Assess individual financial situations and recommend repayment options, loan modifications, extensions, or other solutions when appropriate.
• Build trust and maintain positive relationships while navigating sensitive financial conversations.
• Accurately document member interactions, payment arrangements, and account updates in accordance with company policies.
• Escalate complex situations and higher-risk accounts through established internal procedures.

Qualifications For The Collections Specialist

• Experience in collections, banking, financial services, or a related customer-facing environment.
• Strong communication, negotiation, and relationship-building skills with the ability to handle difficult conversations professionally and empathetically.
• Experience in a credit union environment and/or developing creative repayment solutions is a plus.

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