Help members. Solve problems. Make a difference.
Are you a strong communicator who can balance professionalism, empathy, and problem-solving? Do you thrive in a fast-paced environment where attention to detail and member service matter? If so, we'd love to meet you!
We're looking for a Contact Center Collections Specialist at our Alpena location who can confidently manage delinquent accounts, support members through challenging situations, and help deliver outstanding service every step of the way.
? What You'll Do
Communicate with members to review account status and discuss delinquency issues
Research delinquent accounts and resolve discrepancies
Prepare and send correspondence related to delinquent accounts
Support recovery efforts through follow-up actions and skip tracing
Assist with documentation for small claims court filings and related legal follow-up
Process garnishments when applicable
Answer member questions and provide account-related support
Serve as backup for Contact Center Representative and Agent duties as needed
Maintain knowledge of credit union products, services, policies, and regulations
? What You Bring
High school diploma or GED required
Strong verbal and written communication skills
Professional, respectful, and confident approach to sensitive conversations
Excellent organization and attention to detail
Ability to manage multiple accounts and priorities effectively
Working knowledge of Microsoft Office, including:
Word
Excel
Outlook
PowerPoint
Ability to handle confidential information with care
Commitment to following policies, procedures, and regulations
Bonus Points If You Have
Experience in a contact center, collections, loan servicing, or financial services role
Experience working with delinquent accounts, loss prevention, or loan recovery
Familiarity with credit union or banking products and services
Experience handling difficult or emotionally charged member conversations
What Success Looks Like in This Role
You stay calm, professional, and solutions-focused under pressure
You communicate clearly and respectfully with members, co-signers, and internal teams
You're organized, detail-oriented, and able to document and track actions accurately
You can balance compassion with accountability in member interactions
You're committed to providing service that aligns with the credit union's values and promises
Why Join Us?
This is more than a collections role - it's an opportunity to help members navigate difficult moments while supporting the financial health of the Credit Union. If you enjoy meaningful conversations, solving problems, and making an impact, this role could be a great fit for you.
BONUS: We have an AMAZING benefits package to offer you! Check us out at: Careers - Northland Area FCU (https://www.northlandcu.com/careers)
Equal Opportunity Employer
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