POSITION SUMMARY Supports the credit union’s early-stage delinquency management process by working primarily with member accounts that are 15 - 60 days past due. Focuses on professional, respectful member communication, timely collection calls, accurate documentation, and payment resolution support while helping members maintain a positive relationship with the credit union. RESPONSIBILITIES AND DUTIES • Monitor assigned delinquent loan accounts, with primary focus on accounts 15 - 60 days past due. • Make outbound collection calls and handle inbound member calls in a professional, courteous, and compliant manner. • Communicate with members by phone, mail, email, or other approved channels to discuss account status, payment options, and repayment arrangements. • Determine the reason for delinquency and work with members to identify practical solutions for bringing accounts current. • Document all member contact attempts, conversations, promises to pay, payment arrangements, and follow-up actions accurately in the credit union’s core or collections system. • Send approved delinquency notices, reminders, and other member communications according to established procedures. • Follow up on broken payment arrangements and escalate accounts requiring additional review or action to the supervisor or collections team. • Process or assist with payment arrangements, extensions, due date changes, or other approved account maintenance within assigned authority. • Maintain confidentiality of member information and protect sensitive financial data at all times. • Support department reporting by helping prepare delinquency lists, account updates, and collection activity summaries. • Collaborate with lending, member service, accounting, and branch staff to resolve member questions and account issues. • Comply with all credit union policies, procedures, and applicable federal and state laws and regulations related to collections and member privacy. • Perform other clerical, administrative, and collections support duties as assigned. QUALIFICATIONS Education: High school graduate or equivalent Experience: • Knowledge of consumer loan products, loan repayment terms, delinquency management, and member account servicing preferred • Familiarity with applicable collection practices, privacy requirements, and fair treatment standards preferred Skills and Abilities: • Strong verbal and written communication skills, including the ability to communicate difficult information with professionalism and empathy • Ability to make collection calls in a respectful, confident, and member-focused manner • Strong attention to detail and ability to maintain accurate records • Basic math skills and ability to review account balances, payment amounts, due dates, and delinquency status • Comfort using computers, phones, email, Microsoft Office, and financial or collections systems • Ability to follow established scripts, procedures, compliance requirements, and escalation guidelines • Dependable attendance and ability to work the agreed part-time schedule consistently • Bilingual communication skills a plus, depending on member needs • Alignment in supporting the Everence mission of empowering financial well-being for faith-inspired living SUPERVISORY RESPONSIBILITIES: None SCHEDULE: Part-time (24 hr/wk)