Remote Collections & Delinquency Specialist

State Employees' Credit Union; Raleigh (NC); Hybrid; USD 42,000 - 64,000; Full time

Job summary

State Employees' Credit Union in North Carolina is seeking a Collections Contact Center Specialist to manage delinquent accounts across mortgage, auto, and credit card products. You will operate in a high-volume, multi-channel environment, applying compliant recovery strategies to cure delinquency while delivering exceptional member service.

The role emphasizes proactive outreach, negotiation, and meticulous documentation with strict FDCPA adherence and accurate record-keeping in servicing

Qualifications

• Bachelor’s degree in business administration, finance, or a related field is required.
• 2-5 direct years of experience in high-volume collections, recovery, or contact center environments.
• Proven ability to meet KPIs such as Cure Rates, RPC rates, and PTP conversion rates.
• Verbal communication and negotiation skills with empathy and compliance focus.
• Working knowledge of FDCPA and related consumer protection laws for collections.

Responsibilities

• Direct Contact & Counseling: Initiate high-volume inbound/outbound contacts to discuss delinquency and maximize cure rate.
• Assistance: Use negotiation to secure Promises-to-Pay and short-term repayment plans, deferment options, or credit card reage.
• Regulatory Adherence: Ensure all collection activities comply with FDCPA and relevant laws.
• Documentation: Thoroughly document all collection efforts and agreed payment arrangements in systems.
• Referral Preparation: Identify accounts not curable and prepare for escalation to Foreclosure/Repossession/Charge-Off processes.
• Systems and Skip Tracing: Use servicing systems and skip-tracing tools to update records and locate members.

Skills

Verbal communication

Negotiation

Regulatory knowledge

Documentation

Skip tracing

Education

Bachelor’s degree in business administration, finance, or related field

Tools

ICE/MSP

ALS

NICE

Omilia

FDR

Default Manager

OnBase

Job description

State Employees' Credit Union in North Carolina is seeking a Collections Contact Center Specialist to manage delinquent accounts across mortgage, auto, and credit card products. You will operate in a high-volume, multi-channel environment, applying compliant recovery strategies to cure delinquency while delivering exceptional member service.

The role emphasizes proactive outreach, negotiation, and meticulous documentation with strict FDCPA adherence and accurate record-keeping in servicing