What are the responsibilities and job description for the Collections Specialist position at Members First Credit Union of N.H.?
This role is about balance—protecting the credit union while treating every member with empathy and respect.
As a Collections Specialist, you work directly with members facing financial difficulty, helping them find a path back to good standing. Every call and every letter is a chance to combine firmness with genuine care, living out our People First value even in hard conversations.
This role blends compliance discipline with people skills: you’ll document every interaction with precision while never losing sight of the person on the other end of the line.
What You’ll Do
Delinquency Management
- Monitor daily and monthly delinquency reports to identify past-due loan accounts.
- Initiate timely contact with members by telephone, written correspondence, and electronic communication to secure payment or arrange satisfactory repayment plans.
- Document all collection activity clearly, accurately, and in compliance with departmental standards.
Member Communication and Assistance
- Conduct confidential discussions with members to assess financial circumstances and determine appropriate solutions, including payment extensions, modifications, or hardship arrangements as permitted.
- Provide courteous, professional, and empathetic service while maintaining firm adherence to collection requirements.
- Educate members on available repayment options, digital payment tools, and methods for preventing future delinquency—supporting their long-term Financial Wellness.
Risk Assessment and Escalation
- Evaluate account status to determine when additional action is warranted, including repossession, legal proceedings, or charge-off.
- Prepare reports summarizing account activity, delinquency trends, and collection effectiveness.
- Ensure all activities comply with applicable federal and state laws, including the Fair Debt Collection Practices Act (FDCPA), and with all internal policies and procedures.
Record Keeping and Compliance
- Maintain accurate files and system records to properly document accounts per regulations.
- Safeguard confidential member information in accordance with regulatory and organizational standards, honoring our Safety & Security value.
- Participate in internal audits, compliance reviews, and training to maintain current knowledge of relevant regulations.
Education & Experience
High school diploma or equivalent required; Associate’s degree in Business, Finance, or a related field preferred. Minimum 1–2 years of experience in collections, lending, customer service, or financial services. Prior credit union or banking experience strongly preferred.
Technical Skills
Proficiency with standard office applications (Word, Excel) and the ability to learn credit union core processing and collections software.
Language Skills
Clear written and verbal communicator with members, attorneys, and collection agencies.
Mathematical Skills
Ability to accurately calculate payment amounts, balances, and repayment schedules.
Reasoning Ability
Basic understanding of FDCPA, consumer lending regulations, and credit union lending practices preferred, with a willingness to obtain additional training and certifications as required. Demonstrated ability to communicate effectively and professionally in difficult or emotionally charged conversations.
What We Offer:
✅ Medical, dental, and vision insurance
✅ 401(k) with employer contribution/match
✅ Paid time off and paid holidays
✅ Company-paid life insurance and disability coverage
✅ Employee banking and loan discounts
✅ Professional development and career growth opportunities
✅ Employee appreciation events and recognition programs
✅ Supportive, team-focused culture
✅ Opportunities to give back through community involvement
Come grow your career with an organization that invests in its people as much as its members.
Pay: $22.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Tuition reimbursement
- Vision insurance
Experience:
- Collections: 1 year (Required)
Ability to Commute:
- Manchester, NH 03104 (Required)
Work Location: In person
Salary : $22 - $25