Back-End Collector

Summary: The Back-End Collector is responsible for managing delinquent loan accounts generally beginning at 60 days past due through resolution, repossession, legal action, or charge-off. This position works with members to establish repayment or loss-mitigation solutions, evaluates account and collateral risk, and coordinates repossessions, bankruptcies, and legal referrals. The role protects the credit union’s assets while ensuring collection efforts comply with applicable laws, regulations, and credit union policies.

Schedule: Monday - Friday 8:00am-5:00pm, with rotating Saturdays 10:00am-2:00pm. Hybrid schedule, following training, requiring two days per week in office.    

Duties and Responsibilities: 

• Manages assigned delinquent accounts generally beginning at 60 days past due through resolution, repossession, legal action, or charge-off.
• Contacts members by phone, text, email, and mail to collect payments, establish arrangements, and resolve delinquency.
• Reviews account history, financial information, collateral position, and prior collection activity to determine appropriate next steps.
• Evaluates repayment plans, hardship options, voluntary surrender, repossession, legal action, and other loss-mitigation strategies.
• Performs skip tracing to locate members, collateral, employers, assets, or updated contact information.
• Monitors and documents collateral values using approved valuation sources to assess risk, equity position, and potential loss exposure.
• Coordinates repossessions, collateral recovery, valuations, legal referrals, garnishments, foreclosures, and related vendor activity.
• Monitors bankruptcies, deceased-member accounts, attorney representation, military status, and other accounts requiring specialized handling.
• Prepares accounts for charge-off and ensures balances, documentation, collateral status, and collection history are accurate.
• Maintains complete and timely account documentation and complies with applicable laws, regulations, policies, and procedures.
• Identifies and reports trends contributing to delinquency, repossession, and charge-off losses.
• May attend bankruptcy meetings, small claims hearings, or other legal proceedings as needed.
• Performs other duties as assigned. This is not an exhaustive list of all job duties. Other duties may be assigned at any time.

Work Conditions:

• Office environment, sitting and moderate walking
• Occasional travel for site visits and court hearings
• This position currently allows for essential job functions to be performed within a hybrid work schedule; however, the number of required office days are subject to change at any time based on business needs, team collaboration needs, or manager discretion.

Qualifications:

• High school diploma or GED is required
• 3-5 collections experience is required

Competencies: 

• Strong verbal and written communication skills, with the ability to handle difficult conversations professionally and respectfully.
• Ability to influence members and obtain cooperation while maintaining diplomacy, trust, and appropriate boundaries.
• Strong judgment, problem-solving, and negotiation skills.
• Detail-oriented with strong organizational, documentation, and follow-up skills.
• Self-motivated, dependable, and able to manage competing priorities with limited supervision.
• Maintains confidentiality and demonstrates sound judgment, integrity, and professionalism.
• Works collaboratively with members, coworkers, management, attorneys, and outside vendors.
• Remains composed and solution-focused when handling complex or sensitive situations.

Computer Skills:             

• Microsoft Office Suite
• Ability to learn new computer software easily

DOE