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Collections Specialist I - Raleigh, NC (Hybrid)
Manage delinquent loans and repayment solutions while supporting loss mitigation, repossessions, compliance, and member financial recovery. This hybrid role combines member assistance, collections administration, and collaboration with internal teams.
विवरण
- Proactively manage delinquent accounts through outreach to Credit Union members
- Contact members with loans in default by phone, email, and text message
- Serve as the primary phone contact for delinquency, loss management, repossessions, and escalated collections matters
- Determine the causes of delinquency and review member account circumstances
- Create repayment plans, loan modifications, and other arrangements to restore accounts to current status
- Advise members on loan restructuring and strategies for improving their future financial position
- Explain available financial education resources and tools
- Learn and operate core banking, collections, payment portal, and document retention systems
- Record member communications, payment arrangements, and action plans in the core collections system
- Meet call-volume and service-quality expectations tied to Key Performance Index goals
- Partner with internal business units on loss-prevention activities
- Support the Loss Mitigation Manager and team in reviewing delinquency, member-contact, and recovery reports
- Stay current on Default Management practices and procedures
- Follow applicable regulations and Credit Union policies
- Take responsibility for decisions, actions, and outcomes while pursuing continuous improvement
आवश्यकताएँ
- At least 1–3 years of experience in a call center, customer service, accounts receivable, or financial services setting, or a bachelor’s degree
- Strong interpersonal skills and the ability to contribute effectively in a team environment
- Quarterly onsite attendance at the Wake Forest Road location in Raleigh is required, with additional onsite work possible based on business needs
- Ability to work eight-hour shifts scheduled within core operating hours of 8:30 a.m. to 7:00 p.m.
- Availability for occasional overtime, weekend, and holiday coverage
- Ability to work in a consumer business office and use standard equipment, including a PC, copier, and telephone
- Ability to lift at least 25 pounds
- Willingness to travel occasionally
- Ability to follow federal and state regulations and Credit Union policies, guidelines, and procedures
लाभ
- A dynamic workplace with opportunities for professional advancement and individual growth
- Access to learning opportunities
- A diverse, employee-focused culture centered on employee success and well-being
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