Collector

SCE Federal Credit Union; Irwindale (CA); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Rize Credit Union is seeking a Collector to help members navigate financial challenges while protecting the credit union's interests.

In this role, you will manage a portfolio of delinquent accounts, communicate with members by phone and email, and apply loss-mitigation strategies with sensitivity and compliance, including FDCPA requirements. Bilingual English/Spanish fluency is required.

Qualifications

• 2+ years of experience in collections, preferably in a financial institution.
• Knowledge of FDCPA regulations and other relevant laws.
• Experience with ITIN and underserved/unbanked members is a plus.
• High school diploma or equivalent required.
• Strong communication and negotiation skills, with the ability to handle sensitive situations calmly and professionally.
• Bilingual (English/Spanish) skills required.
• Proficiency in Microsoft 365 (Outlook, Word, Excel, Teams).
• Ability to work independently, in a hybrid environment, and with flexible hours as needed.

Responsibilities

• Proactively manage delinquent accounts and contact members via phone, email, and outreach.
• Evaluate loan modifications or extensions to help members avoid foreclosure or repossession.
• Offer compassionate assistance to members facing financial hardship with resources and solutions.
• Accurately document all member interactions and ensure FDCPA compliance.
• Work with members who have filed for bankruptcy, coordinating with legal counsel when necessary.

Skills

Communication & negotiation

Bilingual English/Spanish

Customer service

Discretion under pressure

Education

High school diploma

Tools

Microsoft 365

Job description

Collector

About the Role

Are you passionate about helping people navigate financial challenges while protecting the credit union's interests? Rize Credit Union is seeking a dedicated and empathetic Collector to join our team. In this role, you'll manage delinquent accounts, provide exceptional service to members, and help resolve past‑due balances through negotiation, education, and support.

Bilingual (English/Spanish) skills are required for this role.

Key Responsibilities

Account Management: Proactively manage a portfolio of delinquent accounts, communicating with members through phone, email, and other forms of outreach.

• Loss Mitigation: Evaluate and implement strategies such as loan modifications or extensions to help members avoid foreclosure or repossession.
• Member Support: Offer compassionate assistance to members facing financial hardship, providing resources and financial solutions, including for ITIN holders and underserved/unbanked members.
• Documentation & Compliance: Accurately document all member interactions and ensure compliance with federal, state, and local laws, including the Fair Debt Collection Practices Act (FDCPA).
• Bankruptcy & Legal Coordination: Work with members who have filed for bankruptcy, ensuring legal compliance and collaborating with legal counsel when necessary.

Qualifications

• 2+ years of experience in collections, preferably in a financial institution.
• Knowledge of FDCPA regulations and other relevant laws.
• Experience with ITIN and underserved/unbanked members is a plus.
• High school diploma or equivalent required.
• Strong communication and negotiation skills, with the ability to handle sensitive situations calmly and professionally.
• Bilingual (English/Spanish) skills required.
• Proficiency in Microsoft 365 (Outlook, Word, Excel, Teams).
• Ability to work independently, in a hybrid environment, and with flexible hours as needed.

ADA Requirements

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing/descending stairs in an emergency.
• Must be able to routinely perform work on a computer for an average of 6-8 hours per day.
• Must be able to work extended hours whenever required or requested by management.
• Must be able to talk and hear.

Working Conditions

Must be able to routinely perform work indoors in a climate‑controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.