Collections Specialist

INOVA FEDERAL CREDIT UNION • Elkhart, IN

11d • Onsite

About The Position

At INOVA Federal Credit Union, we believe financial challenges should be met with understanding, respect, and solutions. As a Collection Specialist, you will work directly with members to resolve delinquent loan accounts by identifying repayment options, providing exceptional service, and helping members improve their financial well-being whenever possible. This position requires professionalism, sound judgment, strong communication skills, and the ability to balance member service with organizational objectives. The Collection Specialist is responsible for managing assigned delinquent accounts while maintaining compliance with applicable laws, regulations, and internal policies.

Requirements

• High school diploma or equivalent.
• Two (2) or more years of experience in collections, lending, financial services, banking, or a related customer service environment.
• Strong verbal and written communication skills.
• Excellent organizational and time management skills.
• Ability to exercise sound judgment and maintain confidentiality.
• Proficiency with standard business software and the ability to learn internal systems.

Nice To Haves

• Bachelor's degree.
• Experience in consumer lending or financial institution collections.
• Working knowledge of bankruptcy procedures and applicable federal and state regulations related to collections.

Responsibilities

• Contact members regarding delinquent loan accounts through approved communication channels.
• Partner with members to identify appropriate repayment solutions and payment arrangements.
• Monitor and follow up on payment commitments to encourage successful resolution.
• Maintain accurate, complete, and timely documentation of member interactions and account activity.
• Verify and update member contact information, including mailing address, employment information, phone numbers, and email addresses, as appropriate.
• Research account information using approved internal and external resources.
• Maintain confidentiality of member information in accordance with applicable laws, regulations, and INOVA policies.
• Prioritize and manage assigned delinquent accounts to achieve timely resolution.
• Communicate professionally and respectfully during difficult or sensitive conversations.
• Collaborate with team members and other departments to resolve member issues.
• Support departmental initiatives, special projects, and process improvements.
• Perform other job-related duties as assigned.

Benefits

• Team members are expected to participate in required training, complete annual compliance education, and assist with onboarding and knowledge sharing as needed.

What This Job Offers

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