We're seeking a Contact Center Collections Specialist to support members through account challenges with professionalism, empathy, and accuracy. This role is ideal for someone who's comfortable handling sensitive conversations, enjoys problem-solving, and thrives in a structured, fast-paced environment. You'll work directly with members to review account status, resolve delinquencies, and help identify solutions — all while following established policies and regulatory guidelines.

Key Responsibilities:

• Connect with members by phone, in person, and in writing regarding delinquent accounts
• Review account history and initiate appropriate collection and recovery actions
• Clearly explain account status, next steps, and available solutions
• Prepare and send collection-related correspondence and required notifications
• Assist with legal recovery actions such as small claims filings and garnishments when applicable
• Accurately document account activity and comply with all policies and regulations
• Support Contact Center operations and provide backup assistance as needed

Required Qualifications:

• High school diploma or GED
• Strong communication, organization, and attention-to-detail skills
• Ability to manage multiple accounts and priorities
• Working knowledge of Microsoft Office applications
• Ability to handle confidential information with discretion

Preferred Qualifications:

• Experience in collections, loan servicing, contact center, or financial services
• Familiarity with credit union or banking products
• Experience handling sensitive or difficult member conversations

If you are passionate about delivering top-tier service and have a background in customer service, call center or financial institutions, this position offers an excellent opportunity to grow in the credit union industry! Check out our great employee benefits at www.northlandcu.com/career!

Northland Area FCU is an Equal Opportunity Employer