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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 II - Raleigh, NC (Hybrid)
Manage delinquent consumer loans for ABNB Federal Credit Union in a hybrid Raleigh role. Develop repayment solutions, support loss mitigation, and guide compliant account recovery.
Description
- Contact members about defaulted loans by phone, email, and text message
- Provide primary phone support for delinquency, loss management, repossessions, and escalated collections matters
- Discuss delinquent accounts proactively and determine the causes of payment issues
- Create repayment plans, loan modifications, and other arrangements to restore accounts to current status
- Restructure loans consultatively and advise members on improving their future financial position
- Connect members with financial education resources and tools
- Master the core, collections, payment portal, and document retention systems used by the Loss Mitigation team
- Record member contacts, payment agreements, and action plans in the core collections system
- Meet call-volume and quality expectations tied to Key Performance Index targets
- Work with internal business units to support loss prevention efforts
- Help management evaluate delinquency trends, member interactions, and recovery activity
- Stay current on Default Management practices and procedures
- Follow federal and state regulations along with Credit Union policies, guidelines, and procedures
- Take responsibility for decisions and outcomes, apply feedback, and pursue ongoing improvement
Requirements
- One to three years of experience collecting consumer loan accounts
- Understanding of accounting principles, business financial statements, and tax returns
- Ability to analyze personal tax returns, personal financial statements, and credit bureau reports
- Experience with credit procedures, policies, regulations, and laws
- Knowledge of bankruptcy and consumer law
- Strong interpersonal skills and the ability to work effectively on a team
- Hybrid schedule with quarterly onsite attendance at the Wake Forest Road location in Raleigh; additional onsite work may be needed for business requirements
- Availability for 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 work based on business conditions
- Ability to work in a consumer business office and operate standard equipment, including a PC, copier, and telephone
- Ability to lift at least 25 pounds
- Willingness to travel occasionally
- Consumer credit experience in a Credit Union is preferred; knowledge of loan structuring and workout solutions is desirable.
- benefits
Benefits
- Opportunities for professional advancement and personal growth
- A dynamic workplace environment
- A diverse and inclusive organizational culture
- An organization that prioritizes employee well-being
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