Collections Rep

Description

Summary of position: Be a brand ambassador and allow the mission, vision and service standards established by Neighbors Credit Union guide you in everything you do. Provide awesome service to internal and external members, act with integrity, provide trustworthy guidance, make it easy to do business with us, make others feel important, and take personal responsibility in everything you do.

Primary Function:

The Member Solutions Representative supports members experiencing payment difficulties by providing timely outreach, guidance, and solutions to bring accounts current. This position emphasizes empathy, communication and problem-solving while protecting the credit union’s financial health.

Primary Responsibilities –

• Proactively contact delinquent members using a variety of approved communication methods, working toward established outreach and performance goals.
• Listen to member concerns and identify appropriate solutions to help resolve delinquent accounts.
• Apply effective communication techniques to encourage timely repayment and positive account resolution.
• Follow established member contact processes and documentation standards.
• Accurately document all contact attempts and interactions in accordance with organizational guidelines.
• Manage assigned queues and workflows to ensure timely and consistent follow-up.
• Review delinquent accounts to determine appropriate next steps, including escalation, legal action, or repossession, in alignment with policy and regulatory requirements.
• Maintain confidentiality of member and employee information, ensuring sensitive data is handled appropriately and shared only as needed for business purposes.
• Comply with all applicable federal, state, and local regulations, as well as internal policies and procedures.
• Collaborate with internal teams to support effective account resolution and a positive member experience.
• Deliver professional, respectful, and empathetic service that aligns with the credit union’s mission and values.

Requirements

Experience:

• 1-3 years of collections, customer service or financial institution experience preferred

Education and Experience:

• High school diploma or equivalent, college degree or equivalent preferred

Knowledge:

• Basic knowledge of lending products and collection practices
• Ability to handle sensitive financial situations with professionalism and empathy
• Familiarity with regulations such as FDCPA, UDAPP, FCRA
• Proficiency in Microsoft Office
• Knowledge of skip tracing concepts

Skills:

• Strong communication, interpersonal, and active listening skills
• Ability to multitask and solve problems effectively in high-volume enviornments
• Excellent documentation skills across multiple systems with high attention to detail
• Strong work ethic with persistence and accountability
• Ability to work independently and collaboratively in structured environments
• Member-focused approach to problem solving and loss mitigation

Salary Range:

• $18.00 - $22.00

Physical Setting· Hybrid

Schedule· Monday through Friday 8:00 AM - 5:00 PM

Supplemental Pay?· No

Benefits· Medical· Dental· Vision· Life Insurance· Short Term and Long-Term Disability· HRA and FSA· 401(k) with matching contributions.· Tuition Reimbursement· Birthday Time Off· Vacation Time Off· Sick Time Off – Can be used for both employee and family.· Volunteer Time Off

Physical Requirements: While performing the duties of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel crouch or crawl. Vision abilities required by this job include close vision. Ability to lift items weighing 10 pounds are required. Must have the ability to drive and may be required to travel. Reasonable accommodation can be made to enable those with disabilities to perform the described essential functions.

Work Environment: While performing the duties of this job, the employee is occasionally exposed to changes in climate and temperature. The noise level in the work environment is usually quiet to moderate.This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by employees within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position