Senior Collections Specialist

Transcend Credit Union; Louisville (KY); On-site; USD 55,000 - 75,000; Full time

Job summary

Transcend Credit Union is seeking an experienced Senior Collections Specialist to support members facing financial challenges and protect the credit union's assets. The role emphasizes service, results, and knowledge of consumer collections, including delinquency management, repossessions, bankruptcies, and recovery efforts.

The position is on-site and requires a strong service mindset to improve members' financial well-being while ensuring compliance with laws and credit union policies.

Qualifications

• High School Diploma required.
• Five years of progressive collections experience in a financial institution or equivalent.
• Strong communication and interpersonal skills with members and co-workers.
• Knowledge of foreclosure, repossession, bankruptcy, and related legal processes.

Responsibilities

• Manage delinquent loan accounts per collection policies.
• Contact members by phone, mail, and other approved channels to determine delinquency causes and set up repayment.
• Collaborate with members to create workout plans and bring accounts current when possible.
• Maintain accurate account records, update system notes, and document collection activities.

Skills

Delinquency management

Communication skills

Problem solving

Customer service

Education

High School Diploma

Job description

Senior Collections Specialist

Transcend Credit Union is seeking an experienced Senior Collections Specialist to join our team. In this role, you will play a critical part in helping members navigate financial challenges while protecting the credit union's assets and supporting our mission of improving each member's financial well-being.

The ideal candidate is service-driven, results-oriented, and knowledgeable in all aspects of consumer collections, including delinquency management, repossessions, bankruptcies, and recovery efforts.

This is an ON-SITE position.

Must successfully complete:

• Criminal background check
• Credit check
• Drug screen

What You'll Do

Collections & Member Assistance

• Manage delinquent loan accounts in accordance with credit union collection policies and procedures.
• Contact members by phone, mail, and other approved communication channels to determine causes of delinquency and establish repayment solutions.
• Work collaboratively with members to create effective workout plans and bring accounts current whenever possible.
• Maintain accurate account records, update system notes, and document collection activities.
• Monitor and control delinquent accounts to minimize losses and maximize recoveries.
• Prepare and coordinate repossession activities and assist with the assignment of approved outside recovery agents.
• Handle warranty cancellations as needed.
• Assist with the management of charged-off accounts and recovery efforts.

Legal & Compliance Support

• File claims, coordinate legal processes, and attend hearings as needed.
• Represent the credit union in depositions and court proceedings when required.
• Maintain working knowledge of bankruptcy proceedings and assist with collection-related bankruptcy matters.
• Ensure all collection practices comply with applicable laws, regulations, and credit union policies.

Reporting & Operational Support

• Track and report recovery activity on a monthly basis.
• Assist in preparing delinquency, charge-off, recovery, and other departmental reports.
• Inform management of unusual collection issues or emerging trends.
• Participate in the Collections and Call Center call queue as needed.
• Maintain current knowledge of credit union products, services, policies, procedures, and regulations.

Service Excellence

• Respectful
• Resourceful
• Attentive
• Responsive
• Accurate
• Appreciative

The successful candidate will consistently deliver exceptional service to both internal and external members while fostering positive relationships and maintaining professionalism in every interaction.

Qualifications

• High School Diploma required.
• Five years of progressive experience in Collections in a Financial Institution or equivalent work experience preferred.
• Maintain a consistently positive, helpful attitude with internal and external members. Act with a sense of urgency to resolve issues and provide outstanding service. Must be service driven.
• Ability to abide by Transcend's Service Mission and Promises.
• Present a polished, professional image regarding conduct and appearance.
• Communication and interpersonal skills to effectively work with members and co-workers.
• Ability to proficiently use a personal computer and applicable software employed by the Credit Union.
• Self-motivated; ability to perform at a high level with minimum supervision. Driven by results.
• Comprehensive knowledge of regulations and laws affecting Collections and Lending with emphasis on a strong working knowledge of the Foreclosure, Repossession, and Bankruptcy Code and Legal process.
• Ability to handle multiple and/or changing priorities simultaneously.