Collections Specialist

At Edwards Federal Credit Union, collections is about more than recovering past-due accounts—it's about helping members find solutions while treating them with dignity, empathy, and respect.

We're seeking a Collections Specialist I who enjoys problem-solving, building relationships, and helping people navigate financial challenges. In this role, you'll work directly with members to identify payment solutions, provide financial guidance, and protect the Credit Union's assets while delivering an exceptional member experience.

If you're passionate about helping others and thrive in a collaborative, service-focused environment, we'd love to hear from you.

What You'll DoSupport Members Through Financial Challenges

• Contact members regarding past-due accounts through phone, email, mail, and approved digital communication channels.
• Conduct professional, respectful conversations to understand members' financial situations and identify appropriate payment solutions.
• Establish payment arrangements within approved authority levels and follow up on payment commitments.
• Educate members on available payment options, financial resources, and products that may help improve their financial well-being.
• Document all member interactions, payment agreements, and collection activities accurately and thoroughly.
• Perform basic skip tracing using approved systems and procedures.
• Escalate complex hardship requests, bankruptcies, fraud concerns, or legal matters to leadership when appropriate.

Support Loan Servicing Operations

• Assist with processing GAP, collateral protection insurance (CPI), force-placed insurance, and other recovery-related documentation.
• Review loan files to ensure accuracy and completeness.
• Maintain detailed records within the core banking system and supporting applications.
• Prepare reports and complete administrative tasks that support the collections function.

Collaborate & Grow

• Partner with Lending, Branch Operations, Member Service, and other internal teams to resolve member concerns.
• Participate in ongoing training related to collections, lending, compliance, and member service.
• Maintain the highest standards of professionalism, confidentiality, and accountability while continuously developing your skills.

What We're Looking For

We're looking for someone who combines strong customer service skills with empathy, professionalism, and a commitment to helping members succeed.

Qualifications:

• High school diploma or equivalent required; college coursework in Business, Finance, or a related field is preferred.
• Six months to two years of experience in customer service, financial services, lending support, collections, or a call center environment preferred.
• Previous banking or credit union experience is a plus but not required.
• Excellent communication and interpersonal skills.
• Ability to handle sensitive conversations with empathy, professionalism, and sound judgment.
• Strong organizational skills with exceptional attention to detail.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Basic proficiency with Microsoft Office and computer systems.
• Commitment to maintaining confidentiality and protecting member information.

Why Join Edwards Federal Credit Union?

At Edwards Federal Credit Union, you'll join a team that believes every interaction is an opportunity to make a positive difference. Rather than simply collecting payments, you'll help members find realistic financial solutions while building trust and supporting their long-term financial well-being.

You'll receive ongoing training, opportunities for professional growth, and the support of a collaborative team committed to delivering exceptional service to our members and our communities.

Our Core Values

Everything we do is guided by three core values:

People First – We treat every member with empathy, respect, and professionalism, especially during difficult financial situations.

Do the Right Thing – We act with integrity, protect member confidentiality, and make ethical decisions that support both our members and the Credit Union.

Make It Simple – We communicate clearly, simplify complex situations, and help members understand their options with confidence.

Join Our Team

If you're ready to build a rewarding career where you can make a meaningful impact in members' lives while growing your skills in financial services, we encourage you to apply.

Edwards Federal Credit Union is proud to be an Equal Opportunity Employer and is committed to fostering an inclusive workplace where every employee can thrive.

Pay: $20.03 - $23.37 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid sick time
• Paid time off
• Vision insurance

Experience:

• Collections: 1 year (Preferred)
• Call Center: 1 year (Preferred)

Ability to Commute:

• Palmdale, CA 93551 (Preferred)

Work Location: In person

Salary : $20 - $23