Collections Specialist

About the role

At Truliant Federal Credit Union, our members count on us for guidance, support, and practical solutions during important financial moments. As a Collections Specialist, you’ll help members navigate past-due accounts with professionalism, empathy, and a focus on finding realistic next steps while also helping protect the financial health of the Credit Union. This is a great opportunity for someone who enjoys meaningful member conversations, problem-solving, and making a direct impact every day.

Responsibilities

• Connect with members by phone, email, and SMS to discuss past-due accounts, payment options, and realistic repayment plans.
• Document account activity, payment arrangements, research, and follow-up actions accurately across required systems.
• Partner with teammates, leaders, and other departments to resolve complex issues, identify risks, and support strategies that reduce delinquency.
• Use ethical collection techniques, recognize signs of financial distress, and refer members for appropriate support when needed.
• Maintain member trust through every interaction by following regulated processes and member service standards.

Requirements

We’re looking for someone who can stay organized in a high-volume environment, communicate clearly, and approach difficult conversations with confidence and care. This role is a great fit if you bring strong member service experience, sound judgment, and the ability to follow regulated processes with accuracy.

Qualifications

• 5+ years of experience in a financial services, call center, or collections environment.
• High school diploma or equivalent required.
• Comfortable handling sensitive financial conversations, using multiple systems throughout the day, and making decisions that balance member retention, risk management, and regulatory expectations.

Skills

• Account resolution: ability to understand a member’s financial situation and identify payment solutions that support account resolution.
• Collections practices: ability to contact members about past-due accounts and explain payment arrangements clearly and professionally.
• Fair debt collection and compliance: ability to follow applicable laws, regulations, internal policies, and member service standards.
• De-escalation and member communication: ability to stay calm, listen with empathy, and guide conversations toward a respectful resolution.
• Investigation and due diligence: ability to research account activity, gather accurate information, and make informed decisions before taking action.
• Skip tracing: ability to use available tools and resources to locate members when contact information is outdated or unavailable.
• Data entry and documentation: ability to accurately enter, update, and maintain member information, account notes, payment arrangements, and collection activity.
• Workflow management: ability to prioritize multiple tasks, handle high volumes of calls and email requests, and meet established service expectations.
• Professional writing: ability to communicate clearly through emails, account notes, dispute documentation, and other written records.

What sets you apart

You don’t need to check every box, but here’s what will help you thrive in this role:

• 1+ year of direct collections experience.
• Bachelor’s degree.
• Experience using skip-tracing tools, collections systems, or multiple financial services platforms.
• Experience researching charge-off disputes or working with third-party collection vendors.
• Familiarity with loan modifications, workout loan referrals, or early signs of member financial distress.

Benefits

• No-cost employee medical, dental, and vision coverage.
• Prescription benefits (including mail order).
• Paid holidays and Paid Time Off (PTO).
• 401(k) plan with contribution matching.
• Paid community involvement volunteer hours.
• Paid group life insurance.
• Teammate loan discounts.
• Tuition reimbursement.
• Short- and long-term disability.
• Health & Wellness program.
• Teledoc (physician video conferencing).
• Onsite fitness facilities or health club reimbursement.
• Employee Assistance Program (EAP).
• Medical flexible spending account.
• Dependent care flexible spending account.