Credit Counselor (Collections Specialist) - Espanola/ Santa Fe, NM

Del Norte Credit Union•Espanola, NM

8d•$20 - $28•Hybrid

About The Position

The Credit Counselor I works with members to resolve delinquent loan accounts by evaluating financial situations, negotiating repayment solutions, and providing financial guidance. This role supports loss prevention efforts, ensures compliance with collection policies and regulations, maintains accurate account documentation, and delivers exceptional member service while helping members achieve financial stability. Join Our Team at Del Norte Credit Union! We’re more than a financial institution, we’re a community. Guided by our mission of Improving Lives and vision of being Authentically New Mexico, we embrace Del Norteño Pride, reflecting our commitment to community, culture, and connection. Proudly recognized as a Platinum-Level Family Friendly Business, we value People Focus, Collaboration, and Continuous Learning.

Requirements

One year to three years of similar or related experience.
A high school education or GED.
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Collections Procedures (Introductory)
Attention to Detail (Developing)
Problem Solving (Introductory)
Multitasking (Introductory)
Consumer Collections (Introductory)

Nice To Haves

Spanish Speaking Incentive

Responsibilities

Contact delinquent members by phone, mail, and other approved methods to resolve past-due loan accounts and minimize delinquency losses.
Analyze members' financial situations, credit reports, and repayment capacity to recommend appropriate solutions and repayment strategies.
Negotiate payment arrangements, loan extensions, and debt resolution plans that help members restore accounts to good standing.
Process member requests, payments, loan extensions, insurance claims, disability claims, credit life claims, and total loss claims in a timely and accurate manner.
Utilize collection systems, core processing platforms, and skip-tracing tools to locate members, manage accounts, and document collection activities.
Maintain accurate, detailed, and compliant records of all member interactions, collection efforts, and account resolutions.
Educate members on financial responsibilities, account terms, and available credit union products and services that support financial well-being.
Monitor and identify delinquency trends, providing feedback and recommendations to management to improve loan performance and mitigate risk.
Collaborate with team members and internal departments to deliver exceptional member service, achieve departmental goals, and support the credit union's mission.
Ensure compliance with all collection laws, regulations, credit union policies, security procedures, and confidentiality standards.
Accurately update credit bureau reporting when applicable
Recommends accounts for further action including workouts, legal and charge offs.
Maintains a working knowledge of Chapter 7 and 13 Bankruptcies and processes basic bankruptcy claims.
Maintain a working knowledge of Repossessions up to and including Liquidation.

Benefits

Medical, Dental, and Vision Insurance with Del Norte covering up to 85% of employee insurance premiums
Flexible Spending Account
401(k) with up to a 7.5% company match
Company-paid Life Insurance and Disability coverage for eligible employees
Generous PTO, sick leave, paid holidays, volunteer hours, and Mental Health Days
Employee Assistance Program with free counseling resources
Tuition reimbursement
Wellness benefits including a free gym membership
Employee loan and banking discounts
Flexible Spending Account
Ongoing learning and development opportunities.