Front-end Collector

Summary

The Front-End Collector is responsible for managing delinquent loan and deposit accounts through 60 days past due. This position contacts members to obtain payments, establish repayment or hardship solutions, and prevent accounts from progressing to later-stage delinquency. The role protects the credit union’s assets while providing effective member service and ensuring collection efforts comply with applicable laws, regulations, and credit union policies.

Duties and Responsibilities

• Manage an assigned portfolio of delinquent loan and deposit accounts through 60 days past due.
• Contact members to obtain payments, negotiate repayment arrangements, and evaluate hardship options.
• Review account history, financial circumstances, collateral, and risk to determine appropriate collection strategies.
• Perform timely follow-up on promises to pay, payment arrangements, returned payments, and broken commitments.
• Conducts skip tracing and updates member contact information using approved resources.
• Maintains clear, accurate, and timely documentation of collection activity, member commitments, and recommended next steps.
• Identifies and escalates higher-risk accounts, including fraud, collateral, insurance, bankruptcy, legal, or potential repossession concerns.
• Complies with applicable laws, regulations, credit union policies, privacy requirements, and collection standards.
• Mets established expectations for productivity, account coverage, cure rates, documentation quality, and member service.
• Collaborates with other departments and may assist with recovery activities as directed.

Qualifications

• A high school diploma or GED is required.
• One to two years of customer service experience is required.
• One to two years of collections experience in a credit union or banking environment is preferred.

Competencies

• Strong verbal and written communication skills, with the ability to handle difficult conversations professionally and respectfully.
• Ability to influence members and obtain cooperation while maintaining diplomacy, trust, and appropriate boundaries.
• Strong judgment, problem-solving, and negotiation skills.
• Detail-oriented with strong organizational, documentation, and follow-up skills.
• Self-motivated, dependable, and able to manage competing priorities with limited supervision.
• Maintains confidentiality and demonstrates sound judgment, integrity, and professionalism.
• Works collaboratively with members, coworkers, management, and outside vendors.
• Remains composed and solution-focused when handling complex or sensitive situations.

Computer Skills

• Microsoft Office Suite.
• Ability to learn new computer software easily.

Work Conditions

• Office environment, sitting and moderate walking.
• Occasional travel may be required for site visits, training, etc.

Pay

DOE

Schedule

Monday-Friday from 9:00am - 6:00pm, as well as rotating Saturdays, 10:00am - 2:00pm. Hybrid schedule, following training, requiring two days per week in office.