Collections Representative II

Municipal Credit Union•New York, NY

12h

About The Position

Collections Representative II is responsible for managing late-stage delinquent accounts, including consumer loans, auto loans, credit cards, and negative share accounts. This position focuses on member outreach to resolve past-due balances efficiently and courteously, helping members bring their accounts current while minimizing risk to the credit union.

Requirements

High school diploma or equivalent required; Associate’s degree or equivalent work experience preferred.
3-5 years of experience in customer service or collections.
Strong verbal and written communication skills.
Ability to handle high call volumes while maintaining professionalism and accuracy.
Available to work overtime and Saturdays as required.
Ability to work independently.

Nice To Haves

Strong negotiation, communication, and problem-solving skills.
Ability to handle difficult conversations while remaining professional and solution focused.
Experience with collection systems and basic office software (e.g., Microsoft Office).
Bilingual (Spanish/English) preferred but not required.

Responsibilities

Responsible for contacting members through multiple channels—phone calls, emails, text messages, and letters—to resolve delinquencies and provide account support.
Conduct outbound and receive inbound calls to negotiate payment arrangements and assist members with resolving delinquencies.
Accurately update system notes and maintain detailed records of all member interactions and payment agreements.
Identify, evaluate, and resolve reasons for delinquency.
Process payments from members to satisfy outstanding payments and cure account delinquency.
Counsel members on available alternatives to eliminate the delinquency to include hardship, settlements and other programs.
Analyze member financial situations to determine appropriate solutions, such as extensions, payment plans, or hardship options.
Identify hardship cases and escalate appropriately.
Educate members on their account status and payment options.
Adhere to all collection policies, procedures, and applicable laws and regulations (e.g., FDCPA).
Utilize skip tracing tools for locating members with disconnected or inaccurate contact information.
Collaborate and build strong working relationships with other business units within the organization to resolve disputes or discrepancies.
Meet or exceed departmental goals and performance metrics.
Participate in ongoing training and development sessions.
Perform other duties as required.