Collector

Hanscom Federal Credit Union•Littleton, MA

5d•$25 - $31•Hybrid

About The Position

The Collector reviews delinquent loans, Check Guardian accounts, and negative share accounts and initiates collection activity according to established procedures. The role works directly with members and, when applicable, co-borrowers or guarantors to understand financial circumstances, explain account information, and establish sustainable payment arrangements. The Collector evaluates and recommends account remedies and loss-mitigation actions to the Collections Manager, maintains accurate records, researches disputes and payment histories, and supports member claims and lending decisions. The position requires compliance with applicable consumer protection, debt collection, bankruptcy, credit reporting, privacy, fair lending, servicing, and repossession requirements, as well as credit union policies and controls. The Collector protects member and credit union information, meets service and collection performance expectations, and identifies appropriate credit union resources for members. It is posted as hybrid; qualified applicants in Virginia, Maryland, and the Washington, D.C. area may be considered for a remote arrangement. The role is full-time and permanent.

Requirements

At least one year and up to three years of experience in financial services, lending, loan servicing, or collections.
High school degree or equivalent.
Strong verbal and written communication, active listening, de-escalation, problem-solving, and negotiation skills, with the ability to deliver clear and respectful service in sensitive situations.
Strong attention to detail, sound judgment, analytical ability, and effective time management; ability to prioritize a diverse portfolio, meet deadlines, and work independently within established authority.
Proficiency with Microsoft 365 applications, particularly Excel and Word.
Working knowledge of consumer and real estate loan documents, deposit account records, collateral and lien documentation, payment histories, credit reports, collection systems, and related management reports.
Demonstrated commitment to member service, confidentiality, fair and consistent treatment, and professional handling of sensitive financial information.
Ability to work extended hours when required or requested by management and maintain regular, reliable, and timely attendance.
Ability to perform primarily sedentary work, including sitting for an average of 6–8 hours per day when necessary, occasional lifting of up to 5 lbs., and climbing or descending stairs in an emergency.
Ability to work indoors in a climate-controlled shared work area with minimal noise.
Ability to operate standard office equipment, including a computer, telephone, copier, scanner, and calculator.

Nice To Haves

Direct credit union collections experience is preferred.

Responsibilities

Review assigned delinquent loans, Check Guardian accounts, and negative share accounts; prioritize accounts by delinquency stage, balance, risk, and loss exposure; and initiate timely collection activity under established procedures.
Apply appropriate restrictions to lines of credit, Check Guardian privileges, and deposit accounts within delegated authority, and maintain complete, accurate, and timely collection documentation.
Evaluate and recommend payment arrangements, loan modifications or workout options, collateral recovery, repossession, charge-off, legal referral, and other loss-mitigation actions to the Collections Manager, consistent with policy and delegated authority.
Engage members and, when applicable, co-borrowers or guarantors to understand financial circumstances, provide clear information, and establish reasonable, sustainable payment arrangements under credit union policy.
Maintain organized electronic records, accurate account coding, and clear collection notes to support audit, compliance, legal, and management review.
Conduct skip-tracing activities to locate members and identify current contact information.
Research credit reporting disputes, validate account information, and complete timely and accurate updates through approved reporting systems.
Provide loan officers with relevant payment history and account information upon request to support lending decisions.
Assist members with filing debt protection, GAP, and force-placed insurance claims.
Prepare letters of guarantee for totaled vehicles in response to insurance company requests.
Process required financial transactions accurately in the credit union’s core processing system.
Review and research loan payment histories to resolve discrepancies and support collection activity.
Maintain knowledge of and comply with applicable federal and state requirements, credit union policies, procedures, and internal controls; complete required training.
Identify opportunities to connect members with appropriate credit union resources, products, services, and financial-wellness support when consistent with their needs and circumstances.
Protect member information and credit union data by following privacy, information security, identity verification, and record-retention requirements; escalate suspected fraud, identity theft, or unusual activity through established channels.
Meet service, productivity, quality, documentation, and delinquency-management expectations; promptly escalate exceptions, complaints, legal notices, and material account risks.
Perform other duties and special projects as assigned.