Job Details

Requisition Number 19-0012
Post Date 1/7/2019
Title Collections Specialist
City Maitland
State FL


The Collection Specialist is primarily responsible for the collection efforts on delinquent accounts while meeting individual, department and organization goals. This position is also responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service to external members is to ensure each employee identifies members’ financial needs and suggests appropriate Credit Union solutions.

*****This position will require no clearance and is a Remote position based in FL*****


  • Monday through Friday 10:30am to 7:00pm
  • 1 Saturday per month 9:00am to 1:00pm


  • Collection of delinquent payments and fees as assigned to the collection queue; negotiating payment on past due Auto loans, Credit Cards, Negative shares, Lines of credit in various stage delinquency
  • Communicate with members regarding delinquent accounts by telephone and/or written correspondence to negotiate acceptable payment arrangements
  • Identify, prepare and recommend negative shares, unsecured loans and credit cards for charge off and block all lines of credit
  • Maintain the collections queues to include appropriate coding, detailed and intelligible notes, promise to pays and recording required follow-up dates and actions
  • Receive incoming calls and place outbound calls in order to consistently and successfully handle 75-100 unique accounts per day
  • Handle Synapsys Cases, Emails and Voicemails that have been filtered into collections
  • Accurately identify appropriate course of action based on member’s financial hardship (FNC, Re-Age) and reroute to Loss Mitigation if necessary
  • Researches accounts for errors and takes steps to rectify said errors. This may include reaching out to indirect lending or dealerships
  • Demonstrates successful negotiation skills, effective fact finding skills to determine reason for delinquency, and uses open ended questions when communicating with the borrowers
  • Maintain call quality score of 80% and adheres to all quality assurance guidelines
  • Successfully utilizing skip tracing tools and resources such as credit reports, software applications, and web based person searches and relative searches
  • Adhere to Bank Secrecy Act (BSA) regulations and all related Credit Union policies and procedures
  • Performs other related duties as assigned


  • HS Diploma or equivalent required, Bachelor’s Degree Preferred

  • 2 to 3 years’ experience in collections

  • Working knowledge of FDCPA (Fair Debt Collection Practices Act)

  • High attention to detail and accuracy

  • Organizational skills and multi-tasking abilities

  • Ability to communicate effectively verbally and in writing

  • Working knowledge in Microsoft Office Suites (Word, Outlook and Excel)

  • Ability to demonstrate a high degree of professionalism and trust in dealing with confidential and sensitive matters. Ability to use tact, discretion and diplomacy

  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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