Collections Officer / MSR

Job Responsibilities:

• Greet and welcome members and visitors to the credit union in a professional manner. Build relationships and enhance the member experience by responding to requests in a friendly, helpful, and positive manner.
• Provide in-person, telephone, and electronic support regarding credit union products, services, policies, and procedures.
• Respond to member inquiries, concerns, and complaints, resolving issues promptly or directing members to the appropriate resource for assistance.
• Handle member transactions including deposits, withdrawals, transfers, loan payments, line of credit advances, check requests, and other account servicing needs.
• Promote, explain, and cross-sell credit union products and services including consumer and mortgage loans, IRAs, certificates, debit and credit cards, online banking, and mobile services.
• Balance cash drawer at the end of each shift, research and resolve discrepancies, and report unresolved issues to management.
• Process mail, night drop, electronic transactions, and other operational duties as assigned.
• Research and resolve account discrepancies related to deposits, withdrawals, payments, and member accounts.
• Assist members with account balancing, payroll deduction forms, direct deposit setup, online banking access, and mobile payment services.
• Maintain and balance coin machine operations.

Collections Responsibilities:

• Contact members with delinquent loan accounts by phone, email, text, and written correspondence to discuss repayment options and bring accounts current.
• Review delinquent accounts and recommend appropriate collection actions while adhering to all federal and state regulations and credit union policies.
• Negotiate payment arrangements and workout plans that help members resolve financial obligations while minimizing losses to the credit union.
• Maintain accurate and detailed records of collection efforts, member communications, and payment commitments.
• Monitor loan delinquency reports and prioritize collection activities based on risk and account status.
• Educate members on available financial solutions and refer them to appropriate products or services when needed.
• Repossession coordination, bankruptcy documentation, and other collection-related activities as directed.
• Work collaboratively with lending and management teams to reduce delinquency ratios and improve portfolio performance.
• Ensure all collection activities are conducted professionally, respectfully, and in compliance with applicable laws and regulations.

Qualifications

Experience:

• Previous member service, banking, credit union, financial institution, or customer service experience preferred.
• Previous collections experience preferred.
• Cash handling experience preferred.
• Strong math, communication, problem-solving, and organizational skills.
• Ability to maintain confidentiality and exercise sound judgment.
• Proficiency with computer systems and standard office equipment.

At our credit union, we value exceptional service and strive to create a welcoming environment for our members. The Collections / Member Service Representative plays a key role in both delivering outstanding member service and protecting the financial well-being of the credit union through effective collection efforts. The ideal candidate is member-focused, detail-oriented, and committed to helping members achieve financial success.

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Work Location: In person

Salary : $20