Collections Representative

If you are looking to join a great place to work that is growing, progressive, offers development opportunities, has an awesome team, and outstanding benefits, we want to hear from you. This is a hybrid position at our main office in Marlborough.

Under the supervision of the AVP of Collections, the Collector is responsible for protecting the credit union’s assets and, when possible, the member’s credit reputation. This is achieved by applying sound, proactive, and effective collection techniques to reduce delinquency on assigned accounts, in alignment with established credit union policies, procedures, and applicable legal and regulatory requirements.

Essential Functions:

• Monitor and review reports and system queues to identify and track delinquent consumer loan accounts.
• Initiate outbound calls and send written communications to members with past-due accounts to remind them of missed payments and offer support.
• Assist members in understanding payment obligations and options, including discussing potential repayment plans under supervision.
• Accurately document all member interactions, payment arrangements, and collection activities in the collections system.
• Escalate unresolved or non-responsive accounts to senior collectors or management as appropriate.
• Collaborate with other departments (e.g., Loan Servicing, Member Services) to resolve account issues and maintain account accuracy.
• Maintain awareness of and adhere to collection policies, procedures, and relevant regulations (such as FDCPA and FCRA).
• Attend required training to stay current with internal systems, industry best practices, and compliance standards.

Other Duties

• Participate in staff, departmental, and cross-functional meetings and required training sessions to maintain knowledge of procedures, compliance standards, and system updates.
• Occasionally travel to, training events, or industry conferences as needed to support collections functions and professional development.
• Represent the credit union by volunteering with local civic and charitable organizations, reinforcing our commitment to community involvement.
• Perform other duties and special projects as assigned to support departmental goals and organizational priorities.

Qualifications, Experience, and Education

• High school diploma or equivalent required.
• Minimum of one year of experience in collections within a financial institution or credit union environment preferred.
• Knowledge of applicable federal, state, and local regulations governing the collections industry (e.g., FDCPA) is preferred.
• Familiarity with legal processes, including court filings and claims, is a plus.
• Strong attention to detail, organizational ability, and communication skills (written and verbal).
• Proficiency in Microsoft Office and ability to use standard office equipment, including computer terminals and collection systems.
• Strong attention to detail and well-developed written and verbal communication skills.

Computer and Equipment Skills

• Proficient in the use of standard office software, including Microsoft Office Suite (Word, Excel, Outlook).
• Ability to learn and navigate core banking systems and collection software platforms.
• Comfortable using email, digital communication tools, and customer relationship management (CRM) systems.
• Familiarity with data entry practices and maintaining accurate electronic records.
• Ability to operate standard office equipment such as multi-line phones, printers, copiers, scanners, and computer terminals.

Competencies

The competencies of adaptability, accountability, improvement and innovation, collaboration, communication, job knowledge, customer (internal and external) service, organizational awareness, and self-development are the knowledge, skills and abilities required for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

This position is typically performed in a standard office setting with minimal exposure to unpleasant conditions. Occasional exposure to moderate noise levels may occur.

Physical Demands

While performing the duties of this role, the employee is regularly required to use hands to handle or feel objects, tools, or controls; reach with hands and arms; and communicate effectively by speaking and hearing. Frequent activities include standing, walking, and sitting. The role may occasionally require bending, stooping, kneeling, crouching, or lifting items weighing up to 15 pounds. Visual requirements include the ability to see clearly at close and distant ranges, distinguish colors, maintain peripheral vision, perceive depth, and adjust visual focus as needed.

Applicants must be currently authorized to work in the United States. This position does not include employer immigration sponsorship.