Collections Specialist — Empathetic Problem Solver

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

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.