Collections Specialist II

ORNL Federal Credit Union • Knoxville, TN

3d • Hybrid

About The Position

The Collections Specialist II is responsible for collecting payments on delinquent accounts through negotiation and education. The role fields inbound and outbound member calls, negotiates repayment terms, processes transactions, and performs administrative tasks supporting the daily operation of the department. The specialist also responds to support requests from Credit Union employees outside the Collections Department and conducts skip tracing to locate updated member contact information. Other duties may include supporting other departments or performing administrative functions outside the usual scope of Collections.

This hybrid position requires onsite presence 2–3 days per week in Knoxville, Tennessee.

Requirements

• At least 2 years of experience in a collections, account recovery, or delinquency management environment.
• High school diploma or GED.
• Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
• Excellent organizational and analytical skills.
• Ability to communicate clearly and professionally with all levels of the organization.
• Excellent written and verbal communication skills, including business writing ability.
• Excellent time management skills and experience working with deadlines.

Nice To Haves

• Experience performing advanced collection activities within a financial institution, including managing delinquent accounts, negotiating payment arrangements, and resolving complex member account issues.
• Experience working with bankruptcies, repossessions, loss mitigation, and other recovery strategies.
• Knowledge of collection laws, regulatory requirements, legal processes, and court-related collection activities.
• Experience conducting skip tracing, asset location, and account investigation activities.
• Legal, paralegal, or financial recovery background.

Responsibilities

• Field inbound and outbound calls to and from members.
• Negotiate repayment terms and process transactions.
• Perform priority administrative tasks necessary for the daily operation of the department.
• Receive and respond to email and telephone requests for support from Credit Union employees outside the Collections Department.
• Perform skip tracing to locate new contact information for members.
• Perform other assigned duties, including supporting other departments or administrative functions outside the normal scope of Collections.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED