Consumer Collections Specialist II - Credit Union

Local Government Federal Credit Union seeks a Collections Specialist II to manage delinquent consumer accounts in a mission-driven, digital-first credit union. You will conduct outbound/inbound contact with members, negotiate payment arrangements, recommend workout solutions, and maintain accurate documentation while adhering to FDCPA and credit union policies. Partner with internal teams to reduce delinquency, minimize losses, and support members with empathy and professionalism. Ideal candidates bring strong collections experience, regulatory awareness, and a passion for serving North Carolina communities.

Responsibilities

• Manage a portfolio of delinquent consumer accounts to reduce delinquency and charge-offs
• Conduct outbound and inbound calls, emails, and messages to contact members about past-due loans and accounts
• Negotiate payment arrangements, extensions, and workout solutions aligned with credit union policies
• Document all member interactions, promises to pay, and account actions accurately in collections systems
• Adhere to FDCPA, state regulations, and internal compliance standards in all collection activity
• Collaborate with lending, servicing, and loss mitigation teams to resolve complex accounts
• Recommend accounts for further action, such as repossession, legal referral, or charge-off when appropriate
• Educate members on financial options, counseling resources, and tools to help prevent future delinquency
• Monitor portfolio trends and escalate emerging risks or process improvement opportunities
• Support a member-focused, mission-driven culture serving North Carolina's local government community

Required Skills

• Consumer debt collections
• FDCPA compliance
• Skip tracing
• Credit bureau reporting
• Payment plan structuring
• Collections software/CRMNegotiation
• Data entry and documentation
• Regulatory compliance
• Customer service