Collections Representative

Overview:

We’re seeking a Collections Representative to join a dynamic financial services team. This role is ideal for someone with recent collections experience, strong communication skills, and a passion for helping members navigate financial challenges with empathy and professionalism.

Key Responsibilities:

• Serve as the primary contact for inbound and outbound calls (approx. 115 total calls/day).
• Use an outbound dialer system to manage call volume efficiently.
• Handle inbound calls related to payments, arrangements, and member inquiries.
• Spend ~80% of time on phone interactions and ~20% on administrative tasks.
• Provide empathetic, member-focused service to encourage retention.
• Perform various collections-related duties:
  • Upload/manage documents
  • Send notices and communications
  • Review account work
  • Prepare accounts for repositioning
  • Facilitate online banking transactions

Required Skills & Experience:

Must Have:

• Collections experience within the last 2 years
• Financial services industry
• Stable work history
• Strong verbal and written communication
• Computer proficiency

Preferred:

• Experience with Symitar (core system)
• Familiarity with Life Cycle, Akcelerant, or Temenos systems

Work Environment:

• Schedule: Monday–Friday, 8:00 AM–4:30 PM
• Location: Onsite at Vernon Hills HQ during training; hybrid schedule afterward (Tues–Thurs onsite, Mon & Fri remote)
  • Training Includes:Credit union overview
  • Systems training
  • Phone training starting in week 2

Performance Metrics:

• Calls per hour
• Money collected per hour (minimum $500)
• Promises made vs. fulfilled
• Quality of member interactions

Ideal Candidate Traits:

• Empathetic and understanding
• Confident in collections experience
• Professional and clear communicator
• Strong customer service orientation

Why Join Us?

This organization is one of the fastest-growing credit unions in the country, serving nearly 250,000 members across the U.S. and Puerto Rico. With a mission to empower financial freedom and a culture built on integrity, courage, collaboration, and member-first service, this is more than just a job—it’s a chance to make a meaningful impact.