Consumer Collections Specialist I
About The Position
The Consumer Collections Specialist I helps preserve the Credit Union’s assets and financial stability by controlling and reducing delinquency and minimizing loss severity while following defined collections policies and procedures. The role focuses on early-stage customer service contact to identify payment solutions. The position reviews and works delinquent accounts, contacts account holders through methods such as phone calls and dunning letters, and uses soft skip tracing when needed. It offers approved remedies to help bring accounts current, supports departmental procedures and goals, and contributes ideas for process and quality improvements. The role is an individual contributor with no direct reports and works under regular supervision.
Requirements
- At least 1–2 years of customer service, collections, clerical/administrative, financial services, and/or accounts payable experience.
- Proven problem-solving and conflict-management experience.
- High school diploma or equivalent work experience.
- Proficiency in Microsoft Office.
- Strong verbal and written communication skills.
- Ability to learn and demonstrate learning on the job.
- Strong attention to detail, organizational skills, and time management.
- Ability to maintain a high level of confidentiality.
- Ability to complete routine tasks accurately and on time while following established procedures under regular supervision.
- Ability to exercise basic judgment on routine work and seek guidance in unfamiliar situations.
- Ability to organize and prioritize daily tasks to meet service and operational expectations.
- Must reside in Colorado or be willing to relocate before starting employment.
Responsibilities
- Review and work delinquent accounts to determine appropriate collection actions.
- Attempt to contact early-stage delinquent account holders by phone, dunning letter, or other methods.
- Initiate soft skip tracing activities as needed to contact members.
- Offer approved remedies, when appropriate, to bring accounts current, emphasizing account resolution.
- Follow internal departmental procedures, productivity standards, and workflow processes.
- Contribute to departmental and team goals and support current business priorities.
- Complete other assigned duties, including member correspondence and transfer of funds.
- Consistently demonstrate the Westerra Way Experience and comply with policies and regulations.
- Identify and share ideas for process and quality improvements.
Benefits
- Three health plans through UMR, including HSA and FSA options.
- Two dental plans through Delta Dental.
- Basic life and AD&D insurance.
- Short-term and long-term disability insurance.
- More than 20 days of paid time off per year.
- 16 hours of volunteer time off per year.
- More than 11 paid holidays.
- 401(k) with up to a 6% employer match.
- Up to 2% off the rate on a new Westerra mortgage.
- 2% off auto, RV, and motorcycle loans.
- Up to $5,250 per year for educational reimbursement.
- Four weeks of paid parental leave.
- Mental health resources, including an Employee Assistance Program.
- Individualized learning and development programs.
- Annual bonus potential tied to Westerra’s financial performance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
