Collections Specialist

Job Description

As a Collections Specialist, you will play a critical role in protecting the organization’s financial health by managing delinquent accounts and minimizing risk. This position involves direct communication with customers, negotiating payment arrangements, and coordinating with legal teams, internal departments, and external agencies. You will ensure all collection activities align with federal, state, and gaming regulations, including FDCPA guidelines, while maintaining professionalism and a strong focus on guest service.

Responsibilities

• Contact customers with overdue accounts via phone and written communication
• Negotiate and establish repayment plans, settlements, and installment agreements
• Maintain accurate account records, billing details, and payment tracking
• Monitor collections activity, including bad debt, fees, and reimbursements
• Locate customers using databases and public records when necessary
• Conduct outreach to VIP guests regarding upcoming marker deposits
• Ensure compliance with federal, state, and gaming regulations, including FDCPA
• Prepare delinquent accounts for legal action or external collection agencies
• Partner with Legal on collection strategies and case management
• File bankruptcy claims and represent the organization in court when required
• Complete required regulatory reporting, including SARs (Title 31)
• Collaborate with Legal, Casino Marketing, Internal Audit, Finance, and external agencies
• Communicate with banking teams regarding account activity and payments
• Participate in Credit and Collection Committee initiatives
• Maintain strong partnerships with other casinos and legal entities
• Prepare and maintain reports on collection efforts and credit utilization
• Provide regular updates to leadership and finance teams
• Update systems with account status, guest activity, and collection outcomes
• Manage high-risk accounts and sensitive financial situations
• Review financial documentation to assess risk and prevent loss
• Establish and adjust guest credit or deposit limits as needed
• Assist with SOP updates and attend relevant training or seminars
• Deliver professional, high-quality customer service
  
  

Qualifications

• High School Diploma or equivalent required
• 3–5 years of casino-related experience or equivalent combination of education and experience
• Minimum 2 years of customer service experience required
• 1–3 years of experience in collections, casino credit, or related field preferred
• Strong understanding of collections practices, banking processes, and FDCPA regulations
• Knowledge of accounting and billing procedures
• Excellent negotiation, communication, and interpersonal skills
• Strong analytical thinking and problem-solving abilities
• High attention to detail and organizational skills
• Ability to remain professional and composed in high-pressure situations
• Proficiency in Microsoft Office (Outlook, Excel, Word)
• Ability to learn and navigate internal database systems
• Ability to obtain and maintain required gaming license
  
  

About Us

Cherokee Nation Entertainment is one of the largest and most successful tribal businesses in the country. As the retail, gaming and entertainment entity of the Cherokee Nation, it owns and operates a variety of restaurants, entertainment venues, retail shops, fuel/convenience stores, golf courses, hotels, a horse racing track and an RV campground. As the brand continues to expand its offerings and footprint, CNE remains dedicated to the well-being of the Cherokee Nation and the communities that it calls home.

Here's What Awaits You

• Health & Wellness:  Choose from top-notch health plans,  24/7 Telemedicine access , and  on-site health clinics  (at select locations).
• Financial Security:  Grow your future with a generous  401(k) match  and  paid vacation, sick time, bereavement, and holidays.
• Work-Life Balance:  Enjoy  flexible spending accounts ,  maternity/ paternity leave , and  voluntary benefits  for added peace of mind.
• And More:  Earn  incentives  based on performance,  refer friends  and get rewarded, and enjoy  discounts  and  holiday appreciation gifts .
  
  

About The Team

Immerse Yourself in World-Class Hospitality with Cherokee Nation Entertainment

Thrill, excitement, and entertainment await at Cherokee Nation Entertainment, one of the largest and most successful tribal businesses in the country . As the gaming and hospitality business of the Cherokee Nation, CNE owns and operate a diverse portfolio of leading brands, including Hard Rock Hotel & Casino Tulsa, nine Cherokee Casinos across Northeastern Oklahoma, and Gold Strike Casino Resort in Tunica, Miss.

Step Into a World Of Possibilities

• Gain experience delivering exhilarating gaming across electronic games, table games, and poker rooms .
• Help deliver legendary live entertainment from national and local acts at iconic venues like Hard Rock Live.
• Master your culinary craft at our diverse restaurants, from casual to upscale dining. Deliver smiles and unforgettable experiences, becoming a master of guest service and table-side magic.
• Help guests unwind in luxurious hotel accommodations and world-class amenities like pools, cabanas, and golf courses.
  
  

More than just entertainment, we are committed to the well-being of the Cherokee Nation and the communities that it calls home . We offer exceptional career opportunities with competitive benefits and a chance to be part of something truly special.

Company:Cherokee Nation Entertainment