Credit Recovery Assistant

Heritage USA Federal Credit Union is seeking a dependable, detail-oriented Credit Recovery (collections) Assistant to join our team. This position supports the credit union's collection efforts by communicating with members, maintaining accurate account documentation, assisting with delinquent accounts, and supporting credit reporting and dispute-related processes.

The ideal candidate is organized, professional, comfortable having difficult conversations, and able to balance member service with the responsibility of protecting the credit union and its assets.

• Assist with monitoring and managing delinquent consumer loan and account relationships
• Contact members regarding past-due accounts through phone, email, text, and other approved communication channels
• Work professionally with members to understand their circumstances and identify appropriate payment solutions
• Document all collection activity, member communication, commitments, and account updates accurately and thoroughly
• Process and monitor payment arrangements and follow up on broken promises or missed payments
• Assist with credit reporting, disputes, and account research
• Utilize e-OSCAR as needed for consumer credit reporting disputes and related responsibilities
• Research account histories, loan documentation, transaction activity, and other information necessary to resolve questions or discrepancies
• Escalate complex accounts, disputes, or concerns to appropriate leadership
• Maintain strict confidentiality of member and credit union information
• Follow all applicable credit union policies, procedures, and regulatory requirements
• Assist the Credit Recovery/Collections team with administrative duties and special projects as needed

• Strong attention to detail and commitment to accurate documentation
• Professional and respectful communication skills, including during challenging conversations
• Strong organizational and time-management skills
• Ability to manage multiple accounts, deadlines, and follow-up responsibilities
• Sound judgment and willingness to escalate concerns when appropriate
• Ability to remain calm, professional, and solution-focused
• Dependable and reliable attendance
• Ability to work independently while contributing to a team environment
• High level of discretion when handling confidential financial and personal information
• Strong follow-through and accountability

• High school diploma or equivalent required
• Previous collections, financial institution, lending, or related experience preferred
• Previous e-OSCAR experience strongly preferred
• Experience with credit reporting and consumer disputes preferred
• Strong written and verbal communication skills
• Basic computer proficiency and ability to learn financial systems and software
• Familiarity with collection practices and applicable regulations is preferred
• Bilingual English/Spanish is a plus

With or without reasonable accommodation:

• Ability to sit or stand for extended periods
• Ability to use a computer, keyboard, telephone, and standard office equipment
• Ability to review account information and documentation accurately
• Ability to communicate effectively by telephone, electronically, and in person
• Ability to work in a professional financial institution environment

At Heritage, collections is about more than an account balance. We believe in treating our members with dignity and respect while helping them navigate difficult financial situations and protecting the long-term interests of the credit union.

If you are organized, accountable, comfortable having meaningful conversations, and interested in growing your career in the financial services industry, we would love to hear from you.

Heritage USA Federal Credit Union is an Equal Opportunity Employer and is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA).

A background check and drug test are required in the preemployment process.