Collections Specialist I - Loss Mitigation & Support

Civic Federal Credit Union; Raleigh (NC); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Civic Federal Credit Union is hiring a Collections Specialist to proactively manage delinquent accounts and work with members to resolve payment issues. The role emphasizes proactive outreach, repayment solutions, and loss mitigation collaboration.

The position requires hybrid work with occasional on-site attendance at the Raleigh location and adherence to regulatory and policy guidelines.

Qualifications

• Minimum 1-3 years experience in a call center, customer service, accounts receivable, or financial services environment; or a Bachelor’s degree.
• Strong interpersonal skills with ability to work in a team environment.
• This role operates in primarily hybrid capacity, with quarterly onsite attendance required at our Wake Forest Road location in Raleigh. Additional on-site attendance may be required based on business needs.
• Must be able to work 8-hour shifts within core operating hours (8:30 am - 7:00 pm), as well as occasional overtime, weekend, and holiday support as dictated by business conditions.
• Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
• Ability to lift a minimum of 25 lbs. (file boxes, computer).
• Travel required on occasion.

Responsibilities

• Contact Credit Union Members regarding loans in default via phone, email, and text message.
• Provide primary support for all incoming and outgoing call efforts to support delinquency and loss management goals.
• Proactively contact members via phone, email, or other communication methods to discuss their accounts and identify reasons for delinquency.
• Work with members to develop repayment plans, loan modifications, or other solutions to bring accounts current.
• Establish proficiency in all current and future software systems used by the Loss Mitigation team.
• Accurately document all member interactions, payment agreements, and actions plans in the core collection system.
• Maintain knowledge of Default Management practices and procedures to aid cross-team communication.
• Ensure all activities are in compliance with federal and state regulations, as well as Credit Union policies.

Skills

Interpersonal skills

Team player

Education

Bachelor's degree

Job description

Civic Federal Credit Union is hiring a Collections Specialist to proactively manage delinquent accounts and work with members to resolve payment issues. The role emphasizes proactive outreach, repayment solutions, and loss mitigation collaboration.

The position requires hybrid work with occasional on-site attendance at the Raleigh location and adherence to regulatory and policy guidelines.