Collections Officer I

Love Where You Work•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, identifies probable reasons for delinquency, contacts members, and uses appropriate collection strategies to resolve accounts promptly. The position manages accounts professionally and in compliance with Credit Union policies and legal requirements. It involves communicating with members through phone, email, text, and other methods; developing repayment solutions; explaining potential legal actions; recommending financial counseling; and continuing collection efforts until accounts are resolved, written off, referred to bankruptcy, or assigned to an attorney. Collection techniques may include skip tracing, extensions, consolidations, repossessions, foreclosures, small claims actions, garnishments, and charge-off recommendations. The role also requires accurate documentation, communication with management and internal teams, participation in meetings, awareness of policy and legal changes, professional cross-selling of Credit Union services, and maintaining a clean, secure, and reliable work environment. The officer is expected to protect confidentiality, handle difficult situations calmly, and maintain the Credit Union’s professional image. The schedule is described as regular and predictable. Compensation includes a competitive base salary, an annual incentive opportunity tied to personal and organizational performance, and comprehensive benefits; salary and benefit details are not specified.

Requirements

High school graduation or an equivalent qualification.
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

Perform collection activities for delinquent member accounts, including consumer debts, real estate loans, home equity lines of credit, returned checks, negative account balances, and overlimit accounts.
Review delinquent accounts and determine probable reasons for their status.
Contact members through phone, email, text, and other methods to resolve delinquencies.
Use appropriate dunning strategies and pursue timely collection of delinquent accounts.
Develop repayment solutions, explain possible legal actions, and recommend financial counseling.
Continue collection efforts until accounts are resolved, written off, referred to bankruptcy, or assigned to an attorney.
Use collection 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.
Perform back-office tasks required in the collections space.
Maintain professionalism, protect confidentiality, and represent the Credit Union positively, including calming difficult situations.
Accurately document all collection activity.
Communicate with management and internal teams and participate in meetings.
Stay aware of policy and legal changes.
Professionally cross-sell Credit Union services.
Maintain a clean, secure, and reliable work environment.
Maintain the Credit Union’s professional image.