Collections Specialist

JOB SUMMARY:

The Collections Specialist, part of Skyward Credit Union’s Member Solutions Department, plays a key role in supporting members while protecting the credit union’s financial interests. This position is responsible for proactive communication with members regarding past-due accounts, negotiating payment arrangements, managing bankruptcy accounts, and resolving credit disputes all while maintaining a high level of professionalism, empathy, and adherence to regulatory compliance.

KEY RESPONSIBILITIES:

• Make outbound and receive inbound collection calls to members regarding delinquent accounts.
• Document all member interactions and collection activities with accuracy and attention to detail.
• Negotiate and establish appropriate payment arrangements based on member circumstances.
• Process and post member payments as needed.
• Manage accounts involved in bankruptcy proceedings and ensure compliance with applicable laws and regulations.
• Respond to and resolve member credit disputes in coordination with credit bureaus.
• Travel occasionally to other branches, car auctions, and tow yards as part of job responsibilities.
• Collaborate with team members and management to improve collection strategies and achieve departmental goals.

REQUIRED QUALIFICATIONS:

• High school diploma or equivalent.
• 2–5 years of experience in collections.
• 2–5 years of experience in the financial industry.
• Strong communication, organizational, and problem-solving skills.
• Ability to work on-site, with flexibility for occasional off-site assignments.

PREFERRED QUALIFICATIONS:

• Exceptional phone and interpersonal skills, including active listening, empathy, decisiveness, and compassion.
• Strong negotiating and conflict resolution skills.
• Experience managing bankruptcy accounts and knowledge of related regulations.
• Solid understanding of collection law, including UCC, TCPA, FDCPA, and UPAAP.
• Proficiency in Microsoft Excel and Word.
• Experience handling credit bureau disputes and related processes.
• Adaptability to change as departmental needs evolve.

WORK ENVIRONMENT:

• Office environment with occasional travel to branch locations.
• Full-time position.

BENEFITS:

• Competitive salary commensurate with experience
• Health, dental, and vision insurance
• Generously matched 401(k) retirement savings plan
• Paid time off and holidays
• Professional development opportunities

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Skyward Credit Union is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person