Contact Center Collections Specialist

Northland Area Federal Credit Union; Alpena (MI); On-site; USD 38,000 - 54,000; Full time

Job summary

Northland Area Federal Credit Union in Alpena seeks a Contact Center Collections Specialist to review delinquent accounts, communicate with members, and support recovery efforts while maintaining high standards of service.

The role requires strong communication skills, attention to detail, and ability to handle confidential information with care. Join a team dedicated to member financial wellbeing and compliant operations.

Qualifications

• High school diploma or GED required.
• Experience handling delinquent accounts or collections is a plus.
• Strong communication skills and professional approach.

Responsibilities

• Communicate with members to review account status and delinquency issues.
• Research delinquent accounts and resolve discrepancies.
• Prepare and send correspondence related to delinquent accounts.
• Support recovery efforts through follow-up actions and skip tracing.
• Assist with documentation for small claims court filings and related follow-up.
• Process garnishments when applicable.
• Answer member questions and provide account-related support.
• Serve as backup for Contact Center Representative and Agent duties.
• Maintain knowledge of credit union products, services, policies, and regulations.

Skills

Verbal communication

Written communication

Attention to detail

Organization

Multitasking

Microsoft Office

Education

High school diploma or GED

Tools

Word

Excel

Outlook

PowerPoint

Job description

Help members. Solve problems. Make a difference.

Are you a strong communicator who can balance professionalism, empathy, and problem-solving? Do you thrive in a fast-paced environment where attention to detail and member service matter? If so, we’d love to meet you!

We’re looking for a Contact Center Collections Specialist at our Alpena location who can confidently manage delinquent accounts, support members through challenging situations, and help deliver outstanding service every step of the way.

What You’ll Do

• Communicate with members to review account status and discuss delinquency issues
• Research delinquent accounts and resolve discrepancies
• Prepare and send correspondence related to delinquent accounts
• Support recovery efforts through follow-up actions and skip tracing
• Assist with documentation for small claims court filings and related legal follow-up
• Process garnishments when applicable
• Answer member questions and provide account-related support
• Serve as backup for Contact Center Representative and Agent duties as needed
• Maintain knowledge of credit union products, services, policies, and regulations

What You Bring

• High school diploma or GED required
• Strong verbal and written communication skills
• Professional, respectful, and confident approach to sensitive conversations
• Excellent organization and attention to detail
• Ability to manage multiple accounts and priorities effectively
• Working knowledge of Microsoft Office, including:
• Word
• Excel
• Outlook
• PowerPoint
• Ability to handle confidential information with care
• Commitment to following policies, procedures, and regulations

Bonus Points If You Have

• Experience in a contact center, collections, loan servicing, or financial services role
• Experience working with delinquent accounts, loss prevention, or loan recovery
• Familiarity with credit union or banking products and services
• Experience handling difficult or emotionally charged member conversations

What Success Looks Like in This Role

• You stay calm, professional, and solutions-focused under pressure
• You communicate clearly and respectfully with members, co-signers, and internal teams
• You’re organized, detail-oriented, and able to document and track actions accurately
• You can balance compassion with accountability in member interactions
• You’re committed to providing service that aligns with the credit union’s values and promises

Why Join Us?

This is more than a collections role — it’s an opportunity to help members navigate difficult moments while supporting the financial health of the Credit Union. If you enjoy meaningful conversations, solving problems, and making an impact, this role could be a great fit for you.

We have an AMAZING benefits package to offer you! Check us out at: Careers - Northland Area FCU

Equal Opportunity Employer

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