Early Stage Collections Representative

PenFed Credit Union; San Antonio (TX); On-site; USD 26,000 - 30,000; Full time

Job summary

PenFed Credit Union is seeking a Collections Representative to work onsite at our San Antonio, Texas Service Center. The role focuses on collecting on past-due obligations with counseling, payment arrangements, and meticulous record-keeping.

Qualifications include a high school diploma or GED, at least one year of customer service experience (preferably in finance), and experience in collections. Weekend/evening hours and potential overtime are required.

Qualifications

• High School Diploma or GED required.
• Minimum of one year customer service experience required, preferably at a financial institution.
• Understanding of preventative, productive and remedial financial counseling is required.
• Minimum of one year’s experience with call center collections preferred.
• Strong communication, negotiation, decision-making and written skills.
• Ability to multi-task.
• Available to work weekends, evenings and overtime periodically.

Responsibilities

• Review delinquent/default loans and credit cards to determine actions and initiate follow-up while maintaining online records.
• Work an established list of consumer loans and credit cards in manual or automated collections.
• Primary focus is to reduce delinquency and minimize losses.
• Production metrics: handle time, after-call work, dollars collected, ASA, and roll rate control.
• Determine reason for delinquency and offer repayment options.
• Use collection tools per procedures: deferments, skip payments, reages, and hardship modifications.
• Contact co-buyers, third parties, relatives, employers, and others to locate delinquent members.
• Perform light skip-tracing (credit bureau review, public records, social media).
• Process writs of attachments and ROOs per procedures on member funds.

Skills

Communication skills

Negotiation

Decision making

Written communication

Multitasking

Customer service experience

Education

High School Diploma or GED

Equivalent education and experience

Job description

PenFed is hiring a Collections Representative to work onsite at our San Antonio, Texas Service Center. The primary purpose of this position is to collect obligations owed to the credit union from past due members by contacting and counseling them about their delinquent and otherwise defaulted obligations, securing payment(s), payment arrangement(s) and maintaining related written and digital records while following all related policies, procedures and regulations.

Start Date: 10/26/2026

Equivalent combination of education and experience is considered.

• High School Diploma or GED required.
• Minimum of one (1) year customer service experience required, preferably at a financial institution.
• Understanding of preventative, productive and remedial financial counseling is required.
• Minimum of one (1) years’ experience with call center collections preferred.
• Strong communication, negotiation, decision-making and written skills.
• Ability to multi-task.
• Available to work weekends, evenings and overtime periodically.

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

No additional licenses or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call is not required.

Pay TransparencyThe anticipated starting hourly range for this role is $19.00 - $22.00This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Review delinquent/default loans and credit cards to determine course of actions to be taken and initiates appropriate follow-up activity, while maintaining on-line chronological records of all facts, action taken and results.
• Work an established list of consumer loans and credit cards predominately in either a manual or an automated collection environment.
• Primary focus is to reduce delinquency and minimize losses.
• Production based to include handle time, after call work, dollars collect, average speed of answer and roll rate control.
• Determine reason for delinquency (RFD), while providing options and/or repayment plans to assist the member.
• Utilize collection tools as defined in collection procedure(s) to assist members. Deferments, skip payments, reages, and modifications (hardship application generated)
• Contact co-buyers, third parties, relatives, employers, and/or neighbors to assist with determining location/whereabouts of delinquent members.
• Performs light skip-tracing activities as deemed necessary. (credit bureau review, public search records (county/state), and social media inquiry).
• Processes writs of attachments and performs right of offsets (ROO’s) within prescribed procedures on members’ funds on deposit.

• Maintain records of all daily activity.