Hybrid Delinquency Resolution Specialist

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

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.