Collections Counselor

About the role

To preserve the Credit Union's assets by controlling delinquent loan accounts, collecting delinquent loan payments, negative account balances and/or recovering collateral.

Responsibilities

• Contact delinquent/overdrawn accounts by phone and mail; take appropriate action to correct the delinquency or negative balance.
• Analyze financial condition of delinquent borrowers; make recommendations for extension agreements, payment modifications, and workout loans when applicable.
• Assist members and credit union employees with telephone requests; answer questions about delinquent accounts within authority and refer problems beyond authority to supervisor with recommendations.
• Ensure appropriate records are maintained and required reports are prepared on all collection activity, including current delinquency and charged‑off accounts.
• Perform clerical duties to support the Collection Department staff, including research, file maintenance, payment postings, and acting as a liaison between member, credit union, and collateral protection insurance company.
• Inform management of trends in loan underwriting contributing to delinquent/charged‑off loans.
• Perform other job‑related duties as assigned.

Performance Measurements

• Maximize the collection and/or recovery of credit union assets from delinquent and charged‑off accounts.
• Maintain accurate and complete records of all collection and recovery activity.
• Adhere to provisions of the Fair Debt Collection Practices Act (FDCPA) and ensure collection activity complies with Credit Union policy and relevant regulations.
• Identify and inform management of potential underwriting problems.
• Provide informed, professional, and accurate service and support to all members and employees.

Knowledge and Skills

• Experience: One to three years of similar or related experience.
• Education: High school diploma or GED.
• Interpersonal Skills: Frequent personal contact with others for first‑level conflict resolution, relationship building, and soliciting cooperation; requires confidentiality, discretion, diplomacy, and tact.
• Other Skills: Excellent communication and versatile collection techniques; strong organizational and decision‑making skills; ability to support other positions within the department.

Physical Requirements

Light lifting required.

Preferred Behaviors

• Dedicated – loyal and integrity‑driven toward tasks or purpose.
• Detail‑oriented – capable of completing tasks with all necessary details.
• Self‑starter – motivated to perform without outside help.
• Goal completion – inspired by completing tasks successfully.

This employer is an Equal Opportunity Employer and provides required notices of applicant rights pursuant to federal employment laws.