Position Summary

At INOVA Federal Credit Union, we believe financial challenges should be met with understanding, respect, and solutions. As a Collection Specialist, you will work directly with members to resolve delinquent loan accounts by identifying repayment options, providing exceptional service, and helping members improve their financial well-being whenever possible.

This position requires professionalism, sound judgment, strong communication skills, and the ability to balance member service with organizational objectives. The Collection Specialist is responsible for managing assigned delinquent accounts while maintaining compliance with applicable laws, regulations, and internal policies.

Essential Duties & Responsibilities

• Contact members regarding delinquent loan accounts through approved communication channels.

• Partner with members to identify appropriate repayment solutions and payment arrangements.

• Monitor and follow up on payment commitments to encourage successful resolution.

• Maintain accurate, complete, and timely documentation of member interactions and account activity.

• Verify and update member contact information, including mailing address, employment information, phone numbers, and email addresses, as appropriate.

• Research account information using approved internal and external resources.

• Maintain confidentiality of member information in accordance with applicable laws, regulations, and INOVA policies.

• Prioritize and manage assigned delinquent accounts to achieve timely resolution.

• Communicate professionally and respectfully during difficult or sensitive conversations.

• Collaborate with team members and other departments to resolve member issues.

• Support departmental initiatives, special projects, and process improvements.

• Perform other job-related duties as assigned.

Qualifications

Required

• High school diploma or equivalent.

• Two (2) or more years of experience in collections, lending, financial services, banking, or a related customer service environment.

• Strong verbal and written communication skills.

• Excellent organizational and time management skills.

• Ability to exercise sound judgment and maintain confidentiality.

• Proficiency with standard business software and the ability to learn internal systems.

Preferred

• Bachelor's degree.

• Experience in consumer lending or financial institution collections.

• Working knowledge of bankruptcy procedures and applicable federal and state regulations related to collections.

Training & Development

INOVA values continuous learning and collaboration. Team members are expected to participate in required training, complete annual compliance education, and assist with onboarding and knowledge sharing as needed.

Work Environment

This position is performed primarily in an office environment and may include:

• Individual office or workstation/cubicle

• Frequent computer and telephone use

• Regular collaboration with team members across departments

Physical Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

The physical demands of this role may include:

• Remaining in a stationary position for extended periods.

• Frequently using a computer, keyboard, and telephone.

• Occasionally moving throughout the office.

• Occasionally lifting or moving items weighing up to 25 pounds.

• Occasionally reaching, bending, kneeling, or crouching.

• Working in a moderate noise office environment.

Equal Employment Opportunity

INOVA Federal Credit Union is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

INOVA is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application process and during employment.

Disclaimer

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Responsibilities may change at any time based on business needs. Employment with INOVA Federal Credit Union is at will and nothing in this job description creates an employment contract or guarantee of continued employment.