Collections Specialist

Truliant Federal Credit Union; Salem (NC); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

No-cost medical, dental, vision

Prescription benefits

Paid holidays & PTO

401(k) with match

Tuition reimbursement

Short & long-term disability

Teledoc

Onsite fitness facilities

Employee Assistance Program

Flexible spending accounts

Job summary

Truliant Federal Credit Union is seeking a Collections Specialist to responsibly manage past-due accounts, negotiate payment plans, and protect the credit union’s financial health. The role emphasizes professional communication, problem-solving, and adherence to regulated collections practices.

You will engage with members via phone, email, and SMS, document all activity, and collaborate with teams to reduce delinquency while maintaining member trust and service quality.

Qualifications

• 5+ years of experience in a financial services, call center, or collections environment.
• 1+ year of direct collections experience.
• Bachelor's degree preferred; high school diploma required.

Responsibilities

• Take ownership of member outreach and account resolution for delinquent loans, credit cards, and overdraft accounts.
• Balance service with collections practices; establish payment arrangements and resolve concerns in a timely, respectful manner.
• Document activity, payment plans, and actions across required systems; collaborate with teammates and departments to reduce delinquency.

Skills

Account resolution

Collections practices

Fair debt collection and compliance

De-escalation and member communication

Investigation and due diligence

Skip tracing

Data entry and documentation

Workflow management

Professional writing

Education

High school diploma or equivalent

Bachelor's degree

Job description

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Why this role matters

At Truliant Federal Credit Union, our members count on us for guidance, support, and practical solutions during important financial moments. As a Collections Specialist, you'll help members navigate past-due accounts with professionalism, empathy, and a focus on finding realistic next steps while also helping protect the financial health of the Credit Union. This is a great opportunity for someone who enjoys meaningful member conversations, problem-solving, and making a direct impact every day.

What you'll do

In this role, you'll take ownership of member outreach and account resolution for delinquent loans, credit cards, and overdraft deposit accounts. You'll balance strong service with sound collections practices, working with members to understand their situation, establish payment arrangements, and resolve account concerns in a timely and respectful way.

Day to day, you'll:

• Connect with members by phone, email, and SMS to discuss past-due accounts, payment options, and realistic repayment plans.
• Document account activity, payment arrangements, research, and follow-up actions accurately across required systems.
• Partner with teammates, leaders, and other departments to resolve complex issues, identify risks, and support strategies that reduce delinquency.

Beyond that, your work will include using ethical collection techniques, recognizing signs of financial distress, referring members for appropriate support when needed, and helping maintain member trust through every interaction.

What you bring

We're looking for someone who can stay organized in a high-volume environment, communicate clearly, and approach difficult conversations with confidence and care. This role is a great fit if you bring strong member service experience, sound judgment, and the ability to follow regulated processes with accuracy.

Required Experience:

• 5+ years of experience in a financial services, call center, or collections environment.

Required Skills:

• Account resolution: ability to understand a member's financial situation and identify payment solutions that support account resolution.
• Collections practices: ability to contact members about past-due accounts and explain payment arrangements clearly and professionally.
• Fair debt collection and compliance: ability to follow applicable laws, regulations, internal policies, and member service standards.
• De-escalation and member communication: ability to stay calm, listen with empathy, and guide conversations toward a respectful resolution.
• Investigation and due diligence: ability to research account activity, gather accurate information, and make informed decisions before taking action.
• Skip tracing: ability to use available tools and resources to locate members when contact information is outdated or unavailable.
• Data entry and documentation: ability to accurately enter, update, and maintain member information, account notes, payment arrangements, and collection activity.
• Workflow management: ability to prioritize multiple tasks, handle high volumes of calls and email requests, and meet established service expectations.
• Professional writing: ability to communicate clearly through emails, account notes, dispute documentation, and other written records.

Education/Certifications:

• High school diploma or equivalent required.

You should also be comfortable handling sensitive financial conversations, using multiple systems throughout the day, and making decisions that balance member retention, risk management, and regulatory expectations.

What sets you apart

You don't need to check every box, but here's what will help you thrive in this role:

• 1+ year of direct collections experience.
• Bachelor's degree.
• Experience using skip-tracing tools, collections systems, or multiple financial services platforms.
• Experience researching charge-off disputes or working with third-party collection vendors.
• Familiarity with loan modifications, workout loan referrals, or early signs of member financial distress.

What you'll get

We believe in supporting our team members both professionally and personally.

In this role, you can expect:

• Purpose-driven work where your conversations can help members move toward stronger financial footing while supporting Truliant's long-term member relationships.
• A collaborative team environment with leaders and partners who value accuracy, empathy, compliance, and continuous improvement.
• Ongoing training to deepen your knowledge of Truliant products, services, collections practices, and member support solutions.
• Opportunities to build transferable skills in financial services, risk awareness, account research, member communication, and operational problem-solving.
• A culture rooted in service, trust, and doing the right thing for members, teammates, and the communities Truliant serves.

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account