Collector

Hanscom Federal Credit Union; Littleton (MA); Hybrid; USD 34,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental benefits

Vision benefits

FSA

401(k)

Student loan paydown

Paid time off

Job summary

Hanscom Federal Credit Union is seeking a Hybrid Collector to join the Collections Department. You will review delinquent accounts, enforce restrictions within authority, and document all collection activity while coordinating with loan officers to support informed lending decisions.

The role requires 1–3 years in financial services or collections, with strong communication and problem-solving skills. The position offers growth opportunities and benefits including health and retirement programs.

Qualifications

• A minimum of one year up to three years of experience in financial services, lending, loan servicing, or collections; direct credit union collections experience is preferred.

Responsibilities

• Reviews assigned delinquent loans, Check Guardian accounts, and negative share accounts; prioritizes workload based on delinquency stage, balance, risk, and loss exposure; and initiates timely collection activity in accordance with established procedures.
• Places appropriate restrictions on lines of credit, Check Guardian privileges, and deposit accounts within delegated authority and maintains complete, accurate, and timely documentation of all collection activity.
• Evaluates and recommends payment arrangements, loan modifications or workout options, collateral recovery, repossession, charge-off, legal referral, and other loss-mitigation actions to the Collections Manager, consistent with policy and delegated authority.
• Engages members and, when applicable, co-borrowers or guarantors to understand financial circumstances, provide clear information, and establish reasonable and sustainable payment arrangements in accordance with credit union policy.
• Maintains organized electronic records, accurate account coding, and clear collection notes sufficient to support audit, compliance, legal, and management review.
• Conducts skip-tracing activities to locate members and identify current contact information.
• Researches credit reporting disputes, validates account information, and completes accurate and timely updates through approved internal and external reporting systems in accordance with applicable requirements.
• Provides loan officers, upon request, with relevant payment history and account information to support informed lending decisions.
• Assists members with filing insurance and protection claims, including debt protection, GAP, and force-placed insurance claims.
• Prepares letters of guarantee for totaled vehicles in response to insurance company requests.
• Processes required financial transactions accurately in the credit union’s core processing system.
• Reviews and researches loan payment histories to resolve discrepancies and support collection activity.
• Maintains working knowledge of and complies with applicable federal and state consumer protection, debt collection, bankruptcy, credit reporting, privacy, fair lending, servicing, and repossession requirements, as well as credit union policies, procedures, and internal controls; completes required training.
• Identifies opportunities to connect members with appropriate credit union resources, products, services, and financial-wellness support when doing so is consistent with the member’s needs and circumstances.
• Protects member information and credit union data by following privacy, information security, identity verification, and record-retention requirements and by escalating suspected fraud, identity theft, or other unusual activity through established channels.
• Meets established service, productivity, quality, documentation, and delinquency-management expectations and promptly escalates exceptions, complaints, legal notices, and material account risks.
• Performs other duties and special projects as assigned.

Skills

Communication

Active listening

Negotiation

Problem solving

De-escalation

Time management

Organizational skills

Education

High school diploma or equivalent

Tools

Microsoft Excel

Microsoft Word

Microsoft 365

Job description

It’s an exciting time to be at Hanscom Federal Credit Union!

As a member of our Collections Department, you will join a dynamic team of dedicated individuals committed to delivering exceptional service to our members.

Who we are – Hanscom Federal Credit Union

• Members-first – our members are our top priority. We make business decisions with our members at the top of mind.
• Integrity – we’re honest and committed to doing what’s best for our members and our company. What is right isn’t the same as what is easy.
• Teamwork – we are in this together and we all benefit from our success.
• Innovation – we identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes.
• Empathy – we understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success.

Work Location: This position is posted as hybrid; however, we welcome applications from qualified candidates located in Virginia, Maryland, and the Washington, D.C. area, where a remote work arrangement may be available.

What we offer

$24.65/hr to $30.82/hr

Compensation for this position will be determined based on the candidate's experience, skills, and qualifications. Final pay may vary depending on factors such as prior experience, expertise, and specific requirements of the role. We are committed to offering competitive compensation and will discuss the final pay rate with candidates should an offer be made.

• A full-time, permanent position that will reward you through either an incentive or bonus program.
• Medical, Dental, Vision, FSA, 401(k), Student Loan Paydown, and paid Sick and Vacation time benefits.
• We are committed to fostering career growth and development – when you join our organization it’s not just a job.
• We look to develop your skills aligned to our business needs and help you progress in your career.

Who you are – Collector

You are a dynamic, detail oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member. You are able to provide every member you assist or support with a high level of service, have strong organization and multi-tasking skills, and are searching for a rewarding career where you are valued and respected.

What you'll do

• Reviews assigned delinquent loans, Check Guardian accounts, and negative share accounts; prioritizes workload based on delinquency stage, balance, risk, and loss exposure; and initiates timely collection activity in accordance with established procedures.
• Places appropriate restrictions on lines of credit, Check Guardian privileges, and deposit accounts within delegated authority and maintains complete, accurate, and timely documentation of all collection activity.
• Evaluates and recommends payment arrangements, loan modifications or workout options, collateral recovery, repossession, charge-off, legal referral, and other loss-mitigation actions to the Collections Manager, consistent with policy and delegated authority.
• Engages members and, when applicable, co-borrowers or guarantors to understand financial circumstances, provide clear information, and establish reasonable and sustainable payment arrangements in accordance with credit union policy.
• Maintains organized electronic records, accurate account coding, and clear collection notes sufficient to support audit, compliance, legal, and management review.
• Conducts skip-tracing activities to locate members and identify current contact information.
• Researches credit reporting disputes, validates account information, and completes accurate and timely updates through approved internal and external reporting systems in accordance with applicable requirements.
• Provides loan officers, upon request, with relevant payment history and account information to support informed lending decisions.
• Assists members with filing insurance and protection claims, including debt protection, GAP, and force-placed insurance claims.
• Prepares letters of guarantee for totaled vehicles in response to insurance company requests.
• Processes required financial transactions accurately in the credit union’s core processing system.
• Reviews and researches loan payment histories to resolve discrepancies and support collection activity.
• Maintains working knowledge of and complies with applicable federal and state consumer protection, debt collection, bankruptcy, credit reporting, privacy, fair lending, servicing, and repossession requirements, as well as credit union policies, procedures, and internal controls; completes required training.
• Identifies opportunities to connect members with appropriate credit union resources, products, services, and financial-wellness support when doing so is consistent with the member’s needs and circumstances.
• Protects member information and credit union data by following privacy, information security, identity verification, and record-retention requirements and by escalating suspected fraud, identity theft, or other unusual activity through established channels.
• Meets established service, productivity, quality, documentation, and delinquency-management expectations and promptly escalates exceptions, complaints, legal notices, and material account risks.
• Performs other duties and special projects as assigned.

Experience

A minimum of one year up to three years of experience in financial services, lending, loan servicing, or collections; direct credit union collections experience is preferred.

Education/Certifications/Licenses

A high school degree or equivalent

Interpersonal Skills

• Strong verbal and written communication, active listening, de-escalation, problem-solving, and negotiation skills, with the ability to deliver clear and respectful service in sensitive situations.

Other Skills

• Strong attention to detail, sound judgment, analytical ability, and effective time management, with the ability to prioritize a diverse portfolio, meet deadlines, and work independently within established authority.
• Proficiency with Microsoft 365 applications, particularly Excel and Word.
• Working knowledge of consumer and real estate loan documents, deposit account records, collateral and lien documentation, payment histories, credit reports, collection systems, and related management reports.
• Demonstrated commitment to member service, confidentiality, fair and consistent treatment, and the professional handling of sensitive financial information.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer, sitting for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

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

Equipment Used:

Must be able to operate standard office equipment, including a computer, telephone, copier, scanner, and calculator.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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