Collections Officer I

Utah Community Credit Union (UCCU)•Provo, UT

About The Position

The Collections Officer I performs collection activities for delinquent member accounts, including consumer debt obligations, real estate loans, home equity lines of credit, returned checks, negative account balances, and overlimit accounts. The officer reviews delinquent accounts, assesses probable reasons for delinquency, contacts members, and applies appropriate dunning strategies to collect promptly. The role also includes back-office collections tasks and maintaining the Credit Union’s professional image. The position manages accounts efficiently, professionally, and in compliance with Credit Union policies and legal requirements. It involves reviewing delinquency reports; communicating with members by phone, email, text, and other methods; arranging repayment solutions; explaining possible legal actions; recommending financial counseling; and pursuing collection until accounts are resolved, written off, referred to bankruptcy, or assigned to an attorney. The officer documents collection activity, communicates with management and internal teams, participates in meetings, keeps informed about policy and legal changes, professionally cross-sells Credit Union services, and maintains a clean, secure, and reliable work environment.

Requirements

High school graduation or equivalent.
Knowledge of collection procedures, laws, and regulations.
Understanding of Credit Union loan products, policies, default clauses, and enforcement clauses.
Familiarity with deposit programs, account ownership, casualty insurance, bankruptcy basics, and Small Claims Court.
Accuracy and attention to detail.
Strong verbal and written communication skills.
Excellent telephone and public relations skills.
Ability to work independently and remain effective in stressful or difficult situations.
Proficiency with collection systems, computer applications, and standard office equipment.
Basic math skills, including decimals, ratios, percentages, and graph interpretation.
Strong reasoning and problem-solving ability.
Ability to interpret instructions and communicate clearly with members and internal teams.
Ability to work a regular and predictable schedule.

Responsibilities

Review delinquent accounts and reports, determine probable reasons for delinquency, and contact members to resolve past-due accounts.
Collect on consumer debt obligations, real estate loans, home equity lines of credit, returned checks, negative account balances, and overlimit accounts.
Use appropriate dunning strategies and collection techniques, continuing efforts until accounts are resolved, written off, referred to bankruptcy, or assigned to an attorney.
Contact members by phone, email, text, and other methods; develop repayment solutions and explain possible legal actions.
Recommend financial counseling when appropriate.
Use tools and techniques such as skip tracing, extensions, consolidations, repossessions, foreclosures, small claims actions, garnishments, and charge-off recommendations to minimize losses and protect the Credit Union’s interests.
Maintain professionalism, confidentiality, and positive member service, including calming difficult situations and representing the Credit Union positively.
Accurately document all collection activity.
Communicate with management and internal teams, participate in meetings, and stay aware of policy and legal changes.
Professionally cross-sell Credit Union services.
Perform back-office collections tasks as needed and maintain a clean, secure, and reliable work environment.