ABNB Federal Credit Union is a member-focused financial institution serving personal and business banking needs. Its offerings include checking and savings accounts, loans, credit cards, and retirement accounts, supported by digital banking tools and financial education. The credit union operates across banking, finance, and fintech, with an emphasis on helping members make informed decisions and manage their financial well-being.
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.
Description
- 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
Requirements
- 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
Benefits
- 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