Credit Recovery Specialist

About the Role

Heritage USA Federal Credit Union is seeking a dependable, detail-oriented Credit Recovery (Collections) Assistant to support the credit union's collection efforts.

Key Responsibilities

• Assist with monitoring and managing delinquent consumer loan and account relationships
• Contact members regarding past-due accounts through phone, email, text, and other approved communication channels
• Work professionally with members to understand their circumstances and identify appropriate payment solutions
• Document all collection activity, member communication, commitments, and account updates accurately and thoroughly
• Process and monitor payment arrangements and follow up on broken promises or missed payments
• Assist with credit reporting, disputes, and account research
• Utilize e-OSCAR as needed for consumer credit reporting disputes and related responsibilities
• Research account histories, loan documentation, transaction activity, and other information necessary to resolve questions or discrepancies
• Escalate complex accounts, disputes, or concerns to appropriate leadership
• Maintain strict confidentiality of member and credit union information
• Follow all applicable credit union policies, procedures, and regulatory requirements
• Assist the Credit Recovery/Collections team with administrative duties and special projects as needed

Requirements & Tech Stack

• Strong attention to detail and commitment to accurate documentation
• Professional and respectful communication skills, including during challenging conversations
• Strong organizational and time-management skills
• Ability to manage multiple accounts, deadlines, and follow-up responsibilities
• Sound judgment and willingness to escalate concerns when appropriate
• Ability to remain calm, professional, and solution-focused
• Dependable and reliable attendance
• Ability to work independently while contributing to a team environment
• High level of discretion when handling confidential financial and personal information
• Strong follow-through and accountability
• Basic computer proficiency and ability to learn financial systems and software

Qualifications

• High school diploma or equivalent required
• Previous collections, financial institution, lending, or related experience preferred
• Previous e-OSCAR experience strongly preferred
• Experience with credit reporting and consumer disputes preferred
• Strong written and verbal communication skills
• Familiarity with collection practices and applicable regulations is preferred
• Bilingual English/Spanish is a plus

Physical Requirements

With or without reasonable accommodation:

• Ability to sit or stand for extended periods
• Ability to use a computer, keyboard, telephone, and standard office equipment
• Ability to review account information and documentation accurately
• Ability to communicate effectively by telephone, electronically, and in person
• Ability to work in a professional financial institution environment