Contact Center Collections Specialist

Northland Area FCU; Alpena Township (MI); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Amazing benefits package

Job summary

Northland Area FCU in Alpena, MI is seeking a Contact Center Collections Specialist to manage delinquent accounts, guide members through challenging situations, and deliver exceptional service. The role emphasizes clear communication, detail orientation, and adherence to policies.

You will support recovery efforts, handle garnishments when needed, and back up other Contact Center duties while staying informed about credit union products and regulations.

Qualifications

• High school diploma or GED; strong verbal and written communication; professional, respectful, and confident approach to sensitive conversations; excellent organization and attention to detail; ability to manage multiple accounts and priorities; working knowledge of Microsoft Office including Word, Excel, Outlook, and PowerPoint.

Responsibilities

• 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

Skills

Verbal communication

Written communication

Attention to detail

Organization

Multitasking

Confidential information handling

Education

High school diploma or GED

Tools

Microsoft Office

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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