Collector I

Role:

Focuses on assisting members in resolving past-due accounts while upholding confidentiality, empathy, and excellence. The role involves maintaining detailed account records, performing financial transactions, handling sensitive situations professionally, and collaborating with colleagues to achieve collection goals in a flexible work environment.

Essential Functions & Responsibilities:

• Contacts delinquent members, negotiates repayment plans, and advises members on debt strategies to bring delinquent accounts current. Handles high-volume inbound and outbound calls for early to mid stage account delinquencies to identify payment obstacles and provides basic repayment options.
• Documents detailed account summaries, including payment promises and reasons for non-payment, to ensure accurate record-keeping and consistent follow-up. Updates contact information, monitors follow-up queues, and escalates complex issues to management.
• Performs precise financial transactions on the credit union’s system while adhering to policies and standards.
• Ensures member confidentiality and satisfaction by handling sensitive information and financial situations with empathy and professionalism, adhering to privacy and security policies and guidelines.
• Collaborates with team members and supervisors to address collection-related situations and meet overall collection goals effectively.
• Performs other job-related duties as assigned.

Knowledge and Skills:

• One year to three years of similar or related experience.
• A high school education or GED.
• Prior financial institution experience is required.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Beyond interpersonal abilities, this role requires strong technical and analytical skills to navigate complex credit union systems and interpret account histories. You must possess high-level reading comprehension to analyze legal disclosures and the writing skills to document member interactions with professional, real-time accuracy. Proficiency in multi-tasking is essential to research discrepancies and process financial transactions while using empathetic listening and professional phone etiquette. Additionally, you must maintain strict operational confidentiality and effectively prioritize tasks to meet high-volume member contact goals.