Collections Specialist

Cherokee Nation Businesses•Catoosa, OK

About The Position

As a Collections Specialist, you will play a critical role in protecting the organization’s financial health by managing delinquent accounts and minimizing risk. This position involves direct communication with customers, negotiating payment arrangements, and coordinating with legal teams, internal departments, and external agencies. You will ensure all collection activities align with federal, state, and gaming regulations, including FDCPA guidelines, while maintaining professionalism and a strong focus on guest service.

Requirements

High School Diploma or equivalent required
3–5 years of casino-related experience or equivalent combination of education and experience
Minimum 2 years of customer service experience required
1–3 years of experience in collections, casino credit, or related field preferred
Strong understanding of collections practices, banking processes, and FDCPA regulations
Knowledge of accounting and billing procedures
Excellent negotiation, communication, and interpersonal skills
Strong analytical thinking and problem-solving abilities
High attention to detail and organizational skills
Ability to remain professional and composed in high-pressure situations
Proficiency in Microsoft Office (Outlook, Excel, Word)
Ability to learn and navigate internal database systems
Ability to obtain and maintain required gaming license

Responsibilities

Contact customers with overdue accounts via phone and written communication
Negotiate and establish repayment plans, settlements, and installment agreements
Maintain accurate account records, billing details, and payment tracking
Monitor collections activity, including bad debt, fees, and reimbursements
Locate customers using databases and public records when necessary
Conduct outreach to VIP guests regarding upcoming marker deposits
Ensure compliance with federal, state, and gaming regulations, including FDCPA
Prepare delinquent accounts for legal action or external collection agencies
Partner with Legal on collection strategies and case management
File bankruptcy claims and represent the organization in court when required
Complete required regulatory reporting, including SARs (Title 31)
Collaborate with Legal, Casino Marketing, Internal Audit, Finance, and external agencies
Communicate with banking teams regarding account activity and payments
Participate in Credit and Collection Committee initiatives
Maintain strong partnerships with other casinos and legal entities
Prepare and maintain reports on collection efforts and credit utilization
Provide regular updates to leadership and finance teams
Update systems with account status, guest activity, and collection outcomes
Manage high-risk accounts and sensitive financial situations
Review financial documentation to assess risk and prevent loss
Establish and adjust guest credit or deposit limits as needed
Assist with SOP updates and attend relevant training or seminars
Deliver professional, high-quality customer service