Collections Officer

Credit Union of Texas•Allen, TX

19h•Onsite

About The Position

The Collections Officer assists Credit Union of Texas members in resolving loan delinquency and other account issues affecting loan repayment. Working primarily by outbound and inbound telephone contact, the role negotiates payment arrangements, processes payments, performs skip tracing, examines delinquent loans, and makes recommendations for extensions, due date changes, refinancing, and repossession when warranted. The objective is to reduce delinquency and charge-offs on loans, leases, and credit cards while delivering exceptional, regulation-compliant member service on every contact. The role uses CUTX-approved AI and analytics tools to prioritize accounts, draft compliant communications, and inform workout recommendations, with required human-in-the-loop review on every member-impacting output.

Requirements

High school diploma or general education degree (GED) required.
Minimum one to two (1–2) years of related experience in a call center, banking, credit union, or collections environment required.
Demonstrated ability to negotiate payment arrangements with members or customers.
Demonstrated time management skills and ability to work a high-volume queue.
Working knowledge of collection regulations, including FDCPA standards, FCRA, UDAAP, and SCRA.
Basic understanding of consumer loan policies and procedures.
Strong computer and technology skills, including proficiency with Microsoft Office (Outlook, Word, Excel, Teams) and ability to learn CUTX's loan servicing and collections systems.
Typing speed above 40 WPM and proficiency with standard office equipment (shared printer, scanner, fax).
Strong verbal communication and active listening; ability to convey detailed information accurately and respectfully.
Good judgment and discretion when dealing with sensitive financial topics.
Ability to interact with many people and manage multiple interruptions while staying on task.
Positive attitude, open-mindedness, and flexibility to adapt to any situation a member may present.
Ability to work both independently and as part of a team.
Responsible for all enterprise compliance obligations applicable to a CUTX team member, including BSA/AML, OFAC, USA PATRIOT Act/CIP/CDD, GLBA and the Safeguards Rule, Fair Lending laws (ECOA/Reg B, Fair Housing Act), UDAAP, Information Security and Acceptable Use, and the CUTX Code of Conduct.
Responsible for the CUTX Generative AI Usage Policy (TRAIGA / HB 149-aligned), the CUTX AI Playbook (including Tier 2 obligations applicable to this role), and Texas Responsible Artificial Intelligence Governance Act (TRAIGA / HB 149) requirements applicable to the role.
Federal Fair Debt Collection Practices Act (FDCPA) standards as applied at CUTX (CUTX adheres to FDCPA standards as a matter of policy).
Federal Fair Credit Reporting Act (FCRA), including accuracy of credit reporting on delinquent and charged-off accounts.
Servicemembers Civil Relief Act (SCRA) — verification of military status and adherence to applicable protections prior to adverse action.
Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) standards in all member communications and workout offers.
Texas Finance Code provisions applicable to consumer loan collection, repossession, and deficiency.
CUTX Collections Policy, Workout / Extension Policy, and Repossession Procedures.

Nice To Haves

Associate degree or additional collections / financial services coursework preferred.
Two (2) or more years of preferred experience.
Prior credit union experience preferred.
Bilingual English / Spanish preferred.
Prior experience using AI- or analytics-driven prioritization or workflow tools preferred.

Responsibilities

Perform outbound and inbound calls to members whose accounts are past due, working assigned queues with minimal supervision after training.
Negotiate suitable payment arrangements with members to cure default and bring accounts current in a timely manner.
Accept incoming calls regarding account condition and propose alternatives or payment plans within delegated authority.
Contact members by letter, email, or other approved channels when telephone contact is not possible, using CUTX-approved templates.
Review each account prior to contact for any transaction or activity since the previous contact and determine collection activity required based on member cooperation.
Evaluate and submit due date changes, payment waivers, extensions, and refinancing recommendations in accordance with policy, and document those changes accurately.
Receive and process requests from delinquent members for additional loans or workout loans, routing for Collection Management approval as required.
Initiate file maintenance changes at the request of the member or as information is gathered during account processing.
Make recommendations regarding economic futility, repossession, charge-off, or legal action when collateral is jeopardized or collection conditions warrant, in consultation with Collection Management.
Perform skip tracing using available CUTX-approved sources to locate members who cannot be reached through standard contact information.
Verify member contact and employment information and update the system of record.
Maintain detailed, accurate written records of all member conversations, actions taken, and decisions in the collections system of record sufficient to support audit and examination review.
Deliver exceptional, respectful member service on every contact, treating members in financial difficulty with empathy and procedural fairness.
Exercise good judgment and discretion when discussing sensitive financial topics.
Adhere to all departmental procedures and applicable collection regulations on every contact, including FDCPA standards, FCRA, UDAAP, and SCRA where applicable.
Consult with Collection Management as needed for technical advice or guidance on complex delinquent accounts.
Ensure every payment option is explored and documented before recommending repossession or charge-off.
Identify and immediately escalate potential compliance concerns, member-harm risks, or wrongful collection activity to Collection Management.
Apply human-in-the-loop review on every AI-recommended workout, payment plan, communication, and prioritization output before action is taken or sent to a member.
Stop reliance on AI output and escalate immediately if the output appears inaccurate, biased, non-compliant, or outside the role's documented scope.
Refrain from entering member non-public personal information (NPI), confidential CUTX information, or material non-public information into any AI tool not explicitly approved for that data classification.
Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.