Collections Specialist

Collections Specialist

If you are passionate about helping people through life's challenges and thrive in a dynamic, member-first environment, UW Credit Union is looking for a Collections Specialist (internally known as a Credit Solutions Specialist) to join our close-knit team. We don't call it "collections" for a reason our goal is to partner with members, understand their unique situations, and provide realistic solutions to get their finances back on track.

At UW Credit Union, humanity counts most. We know that life happens, and we approach every conversation with empathy, compassion, and persistence. Our delinquency rate is well below the industry average, thanks to our dedicated and skilled Credit Solutions Specialists who make a real difference every day.

Responsibilities

A Day in the Life of a Credit Solutions Specialist

No two days are the same. You'll pivot quickly to meet member and department needs while balancing multiple priorities in a fast-paced, call centerstyle environment. Here's what you can expect :

• Take inbound calls, engaging in meaningful, often complex financial conversations.
• Summarize next steps for members at the end of each call, thank them for reaching out, and ensure they feel supported.
• Review and collect on assigned delinquent loans by gathering background data, documenting conversations, and sending required notifications.
• Analyze accounts to determine the best next steps based on account type, balance, credit score, collateral value, and more.
• Negotiate payment arrangements or loan extensions (typically 13 months) within established guidelines.
• Meet specific department KPIs, including inbound / outbound call volume, promises to pay, dollars collected, and quality scores.
• Collaborate with branch staff and internal teams to resolve member issues; escalate cases to management when appropriate.
• Serve as a liaison for auto repossession agencies when needed.
• Recommend operational improvements to enhance service and productivity.

Qualifications

What You'll Bring to the Team

Why work for UW Credit Union?

UW Credit Union is dedicated to cultivating a workplace that fosters a sense of belonging for all individuals and proudly upholds the principles of Equal Employment Opportunity (EEO). We highly value the unique perspectives and qualities that each person brings to our organization. Our recruitment, hiring, development, and promotion processes are based on an individual's qualifications and demonstrated abilities. Our policy is to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or any other characteristics protected by federal, state, or local laws. If you require a reasonable accommodation for any part of the employment process, please email employment@uwcu.org.