Collections Specialist

Truliant Federal Credit Union•Winston-Salem, NC

4d•Onsite

About The Position

At Truliant Federal Credit Union, our members count on us for guidance, support, and practical solutions during important financial moments. As a Collections Specialist, you’ll help members navigate past-due accounts with professionalism, empathy, and a focus on finding realistic next steps while also helping protect the financial health of the Credit Union. This is a great opportunity for someone who enjoys meaningful member conversations, problem-solving, and making a direct impact every day. In this role, you’ll take ownership of member outreach and account resolution for delinquent loans, credit cards, and overdraft deposit accounts. You’ll balance strong service with sound collections practices, working with members to understand their situation, establish payment arrangements, and resolve account concerns in a timely and respectful way. Day to day, you’ll: Connect with members by phone, email, and SMS to discuss past-due accounts, payment options, and realistic repayment plans. Document account activity, payment arrangements, research, and follow-up actions accurately across required systems. Partner with teammates, leaders, and other departments to resolve complex issues, identify risks, and support strategies that reduce delinquency. Beyond that, your work will include using ethical collection techniques, recognizing signs of financial distress, referring members for appropriate support when needed, and helping maintain member trust through every interaction.

Requirements

5+ years of experience in a financial services, call center, or collections environment.
Account resolution: ability to understand a member’s financial situation and identify payment solutions that support account resolution.
Collections practices: ability to contact members about past-due accounts and explain payment arrangements clearly and professionally.
Fair debt collection and compliance: ability to follow applicable laws, regulations, internal policies, and member service standards.
De-escalation and member communication: ability to stay calm, listen with empathy, and guide conversations toward a respectful resolution.
Investigation and due diligence: ability to research account activity, gather accurate information, and make informed decisions before taking action.
Skip tracing: ability to use available tools and resources to locate members when contact information is outdated or unavailable.
Data entry and documentation: ability to accurately enter, update, and maintain member information, account notes, payment arrangements, and collection activity.
Workflow management: ability to prioritize multiple tasks, handle high volumes of calls and email requests, and meet established service expectations.
Professional writing: ability to communicate clearly through emails, account notes, dispute documentation, and other written records.
High school diploma or equivalent required.
Comfortable handling sensitive financial conversations.
Comfortable using multiple systems throughout the day.
Comfortable making decisions that balance member retention, risk management, and regulatory expectations.

Nice To Haves

1+ year of direct collections experience.
Bachelor’s degree.
Experience using skip-tracing tools, collections systems, or multiple financial services platforms.
Experience researching charge-off disputes or working with third-party collection vendors.
Familiarity with loan modifications, workout loan referrals, or early signs of member financial distress.

Responsibilities

Connect with members by phone, email, and SMS to discuss past-due accounts, payment options, and realistic repayment plans.
Document account activity, payment arrangements, research, and follow-up actions accurately across required systems.
Partner with teammates, leaders, and other departments to resolve complex issues, identify risks, and support strategies that reduce delinquency.
Use ethical collection techniques.
Recognize signs of financial distress.
Refer members for appropriate support when needed.
Maintain member trust through every interaction.

Benefits

Purpose-driven work where your conversations can help members move toward stronger financial footing while supporting Truliant’s long-term member relationships.
A collaborative team environment with leaders and partners who value accuracy, empathy, compliance, and continuous improvement.
Ongoing training to deepen your knowledge of Truliant products, services, collections practices, and member support solutions.
Opportunities to build transferable skills in financial services, risk awareness, account research, member communication, and operational problem-solving.
A culture rooted in service, trust, and doing the right thing for members, teammates, and the communities Truliant serves.
No-cost employee Medical, dental, vision coverage
Prescription benefits (including mail order)
Paid holidays and Paid Time Off (PTO)
401(k) plan with contribution matching
Paid community involvement volunteers hours
Paid group life Insurance
Teammate loan discounts
Tuition reimbursement
Short and long-term disability
Health & Wellness program
Teledoc (physician video conferencing)
Onsite fitness facilities or health club reimbursement
Employee Assistance Program (EAP)
Medical flexible spending account
Dependent care flexible spending account