Collections Specialist

UW Credit Union • Madison, WI

1d • Onsite

About The Position

If you are passionate about helping people through life’s challenges and thrive in a dynamic, member-first environment, UW Credit Union is looking for a Collections Specialist (internally known as a Credit Solutions Specialist) to join our close-knit team. We don’t call it “collections” for a reason — our goal is to partner with members, understand their unique situations, and provide realistic solutions to get their finances back on track. At UW Credit Union, humanity counts most. We know that life happens, and we approach every conversation with empathy, compassion, and persistence. Our delinquency rate is well below the industry average, thanks to our dedicated and skilled Credit Solutions Specialists who make a real difference every day.

Requirements

• Ability to work on-site three days per week.
• 2–3 years of experience in banking, retail, or customer service (call center experience strongly preferred; financial services call center experience a plus).
• Strong customer service focus with the ability to handle difficult conversations and remain member-first in every interaction.
• Ability to work in a fast-paced environment, pivot between priorities, and handle multiple systems and processes with accuracy.
• Excellent communication, relationship building, problem solving, and organizational skills.
• Strong attention to detail and sound decision-making.
• Knowledge of lending, collections concepts, and applicable laws (including the FDCPA) preferred.
• A team mindset with the ability to work independently and mentor others.

Nice To Haves

• Spanish bilingual skills are a plus.

Responsibilities

• Take inbound calls , engaging in meaningful, often complex financial conversations.
• Summarize next steps for members at the end of each call, thank them for reaching out, and ensure they feel supported.
• Review and collect on assigned delinquent loans by gathering background data, documenting conversations, and sending required notifications.
• Analyze accounts to determine the best next steps based on account type, balance, credit score, collateral value, and more.
• Negotiate payment arrangements or loan extensions (typically 1–3 months) within established guidelines.
• Meet specific department KPIs, including inbound/outbound call volume, promises to pay, dollars collected, and quality scores.
• Collaborate with branch staff and internal teams to resolve member issues; escalate cases to management when appropriate.
• Serve as a liaison for auto repossession agencies when needed.
• Recommend operational improvements to enhance service and productivity.

Benefits

• 21.5+ days annual paid time off (4+ weeks)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 11 paid holidays (includes your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental and Vision plans, including domestic partner eligibility
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees