Collector

CCU•Lake Forest, IL

8d•Hybrid

About The Position

Consumers Credit Union is seeking a dependable, service-oriented Collector to join their Collections team. This role involves working with members experiencing early-stage delinquency to help them understand their options, establish payment arrangements, and achieve a positive resolution for their accounts. The ideal candidate will possess strong customer service skills, sound judgment, organization, and the ability to navigate challenging conversations. The position offers an opportunity to be part of a collaborative and supportive team focused on member assistance, process improvement, and efficiency.

Requirements

High school diploma or GED is required.
A minimum of 1 year of experience in banking, financial services, customer service, collections, or a related field.
Strong customer service and communication skills.
Ability to manage multiple priorities and organize daily work independently.
Dependability, reliability, and consistent attendance.
Comfort handling sensitive, challenging, or occasionally difficult member conversations.
Proficiency with computers and Microsoft Office applications.
Ability to learn new systems and processes.
Strong analytical and account-review skills.
A proactive mindset and willingness to identify opportunities for process improvement.

Nice To Haves

4+ years of experience is preferred.
Candidates having previous collections or financial institution experience will be prioritized.
Bi-lingual English and Spanish is preferred.

Responsibilities

Communicate professionally with members through inbound and outbound calls regarding past-due payments.
Help members bring accounts current by explaining payment options and establishing appropriate payment arrangements.
Educate members on online banking, payment tools, and other available resources.
Manage early-stage delinquent accounts for auto loans, credit cards, and home equity lines of credit.
Maintain accurate documentation of member conversations, account status, payment arrangements, and collection activity.
Review assigned queues and cases to ensure accounts and required follow-up activities remain current.
Assist with repossession-related cases, including member notification and explanation of available options.
Respond promptly and professionally to collection-related emails from members and external organizations.
Monitor member payment activity and share relevant trends with management.
Collaborate with other departments to improve processes and contribute to departmental projects and organizational goals.