Collector I

Title: Collector I

Location: Remote

Full time

The Collector I is a key contributor to the financial health and risk management strategy of Labor Credit Union (Labor CU). This role is responsible for proactively managing delinquent loan and deposit accounts through respectful, compliant, and member‑focused collection practices. The Collector I works directly with members to resolve past‑due balances, mitigate losses, and preserve long‑term member relationships whenever possible.

This position supports Labor CU’s mission to be Bold & Innovative, Convenient, Inclusive, and grounded in a Culture of Leadership and Financial Stability, while upholding cooperative values and ethical standards.

Primary Duties & Responsibilities:

1. Member-Focused Collections & Loss Mitigation

• Initiate outbound and inbound contact with members regarding delinquent loan accounts and negative deposit balances in a timely, professional, and solution‑oriented manner.


• Apply a member‑centric approach to collections that balances account resolution with the long‑term financial well‑being of the member and the credit union.


• Collaborate with members to establish reasonable repayment arrangements, payment plans, or settlements in accordance with credit union policy and management guidelines.


• Identify opportunities for early intervention and loss mitigation, including referrals to hardship programs, financial counseling, or alternative repayment solutions when appropriate.


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2. Account Resolution & Recovery Activities

• Monitor assigned delinquent accounts and take appropriate action to bring accounts current using approved collection strategies.


• Perform skip‑tracing activities to locate members who have changed or disconnected contact information, utilizing approved databases and public records.


• Manage repossession activities, including issuing Notices of Intent (NOI), coordinating repossession orders, tracking recovery status, and overseeing vehicle disposition and sale.
   


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3. Member Support & Issue Resolution

• Professionally handle member inquiries, disputes, and complaints related to delinquent accounts and collection activity.


• Clearly communicate account status, repayment options, and timelines while reinforcing personal responsibility in a respectful and educational manner


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4. Documentation, Reporting & Portfolio Support

• Maintain complete, accurate, and timely documentation of all collection activities, member communications, payment arrangements, and account updates within the core system and collection tools.


• Utilize the core processing system, collection platform, and call technology tools effectively and efficiently.


• Provide feedback on recurring delinquency patterns to support continuous improvement and member education initiatives




 
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5. Compliance, Risk & Governance

• Ensure full compliance with all applicable local, state, and federal regulations governing debt collection, including but not limited to the Fair Debt Collection Practices Act (FDCPA) and applicable state laws.


• Adhere to Labor CU policies, procedures, and ethical standards and risk management guidelines.


• Maintain strict confidentiality of member information in accordance with GLBA and internal data security policies.


• Stay informed of regulatory changes and participate in required compliance and professional training.


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6. Collaborate with Engagement Department, Operations, and Accounting teams to resolve complex account issues.

 

7. Perform other duties as assigned to support departmental and organizational objectives.

 

Position Requirements:

• High school diploma or equivalent.


• Minimum 1-2 years of experience in collections, with exposure to repossessions and legal recovery processes.


• Working knowledge of debt collection regulations, including FDCPA and applicable state laws.


• Strong verbal and written communication skills with proven negotiation ability.


• Demonstrated problem‑solving, analytical, and decision‑making skills.


• Proficiency with skip‑tracing tools and collection systems.


• Solid organizational and time‑management skills with the ability to manage competing priorities.


• Proficiency with Microsoft Office and standard office technology.


• Physical Requirements:
  
  
  • The employee must be able to sit for extended periods, use a computer and telephone, and occasionally lift up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.


• Employment is contingent upon successful completion of a background check, credit review (where permissible by law), and bonding eligibility.


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Preferred

• Experience in a credit union or financial institution environment.


• Outside sales experience may be considered in lieu of direct collections experience.


• Familiarity with loan servicing and deposit account operations.


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Work Environment

This is a Hybrid/Remote role. Occasional travel to on-site premises may be required. Employees should have a high-speed internet connection and a secure, quiet place to work remotely.