Collector, Customer Service​/HelpDesk

The Collector I is responsible for managing delinquent accounts by negotiating effective repayment solutions that benefit both the member and the credit union. The Collector I focuses on recovering past‑due balances while providing financial guidance to members, helping them bring their accounts to a current status. The Collector I works collaboratively with fellow collectors thriving in a fast‑packed, goal‑driven environment to complete claims, follow up on collection activities, and support department and organizational objectives.

• Collections:
  Manage inbound and outbound telephone calls regarding account inquiries and payment collection. Respond to inquiries in a timely and effective manner, negotiating payments and evaluating the customer's financial situation to provide solutions based on individual needs. Confirm all member information is accurate and complete.
• Problem Resolution:
  Through member engagement, identify the root cause of financial hardship in order to identify and offer appropriate workout solutions. Identify any issue that may have caused late payment and collaborate with other department and/or branch personnel to resolve the issue(s).
• Member Service:
  Collaborate, communicate and respond to internal stakeholders, external clients/vendors and members to ensure an exception member experience. Highlight the importance of maintaining account(s) in good standing and provide guidance and resolutions regarding alternate payment programs in order to assist customers/members.
• Perform other job‑related duties as assigned.

• High School Diploma or GED (required).
• 1+ years of Customer Service experience (required).
• 1+ years of Collections and/or Call Center experience (preferred).
• Customer Service Excellence – Ability to deliver consistent, high‑quality service while maintaining professionalism and member focus (required).
• Basic Financial Knowledge – Understanding of fundamental banking concepts, products, and their application to member needs (required).
• Active Listening – Skill in focusing on member communication, identifying underlying needs, and demonstrating understanding (required).
• Early‑Stage Collections Techniques – Managing early‑stage past‑due accounts with clear communication (required).
• Basic Negotiation Skills – Ability to discuss payment options and resolve minor disputes (required).
• Conflict Resolution – Handling customer objections and resolving payment concerns (required).
• KPI Awareness – Understanding personal performance metrics (call volume, payment arrangements, etc.) (required).
• Basic Financial Hardship Evaluation – Recognizing cases requiring alternative solutions (required).
• Documentation & Recordkeeping – Accurately logging interactions in company systems (required).
• Microsoft Office Suite (required).

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug‑free workplace and perform pre‑employment substance abuse testing.

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