Collections Rep

Neighbors Credit Union

10d•Hybrid

About The Position

The Member Solutions Representative supports members experiencing payment difficulties by providing timely outreach, guidance, and solutions to bring accounts current. This position emphasizes empathy, communication and problem-solving while protecting the credit union’s financial health.

Requirements

1-3 years of collections, customer service or financial institution experience preferred
High school diploma or equivalent, college degree or equivalent preferred
Basic knowledge of lending products and collection practices
Ability to handle sensitive financial situations with professionalism and empathy
Familiarity with regulations such as FDCPA, UDAPP, FCRA
Proficiency in Microsoft Office
Knowledge of skip tracing concepts
Strong communication, interpersonal, and active listening skills
Ability to multitask and solve problems effectively in high-volume environments
Excellent documentation skills across multiple systems with high attention to detail
Strong work ethic with persistence and accountability
Ability to work independently and collaboratively in structured environments
Member-focused approach to problem solving and loss mitigation

Responsibilities

Proactively contact delinquent members using a variety of approved communication methods, working toward established outreach and performance goals.
Listen to member concerns and identify appropriate solutions to help resolve delinquent accounts.
Apply effective communication techniques to encourage timely repayment and positive account resolution.
Follow established member contact processes and documentation standards.
Accurately document all contact attempts and interactions in accordance with organizational guidelines.
Manage assigned queues and workflows to ensure timely and consistent follow-up.
Review delinquent accounts to determine appropriate next steps, including escalation, legal action, or repossession, in alignment with policy and regulatory requirements.
Maintain confidentiality of member and employee information, ensuring sensitive data is handled appropriately and shared only as needed for business purposes.
Comply with all applicable federal, state, and local regulations, as well as internal policies and procedures.
Collaborate with internal teams to support effective account resolution and a positive member experience.
Deliver professional, respectful, and empathetic service that aligns with the credit union’s mission and values.