Collections Officer

RadiFi Credit Union is seeking a Collections Officer to be responsible for protecting the assets of the credit union by reducing delinquency and minimizing losses through the effective collection of past-due accounts. This position requires professional, empathetic, and solution-focused communication with members to bring accounts current, while upholding the credit union's service standards and values.

Status: Full-time (approximately 40 hours per week)

Location: Park Street Building, 562 Park Street, Jacksonville, FL 32204

Essential Functions & Responsibilities

• Contact members by phone, email, text, and mail, to resolve delinquent accounts in accordance with credit union policies, procedures, and regulatory requirements.
• Review accounts daily, analyze repayment ability, and negotiate appropriate repayment arrangements.
• Educate members on payment options, account status, and financial solutions to help resolve delinquency.
• Maintain accurate documentation of all collection activities in the member’s account record.
• Recommend accounts for repossession, legal action, charge-off, or outside collection agency placement when necessary.
• Work collaboratively with internal departments to ensure accurate account handling and to provide a positive member experience.
• Stay current with collection laws, regulations (e.g., Fair Debt Collection Practices Act), and credit union policies.
• Participate in collection campaigns, special projects, and department initiatives to meet delinquency and recovery goals.
• Performs other job-related duties as assigned.

Knowledge and Skills

Experience

One year to three years of collections, call center, or financial services experience is required. Prior collections experience is preferred.

Education/Certifications/Licenses

A high school education or GED.

Interpersonal Skills

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills

• Strong communication and negotiation skills with the ability to remain professional, empathetic and firm.
• Ability to work independently and as part of a team to achieve department goals.
• Ability to analyze financial situations and recommend workable solutions. Proficient with Microsoft Office.
• Strong organizational skills with attention to detail and accuracy.

ADA Requirements

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Must be able to stay calm when being challenged by customers in a stressful manner.

Working Conditions

The noise level in the work environment is usually moderate.

Acknowledgment

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.

We are an Equal Opportunity Employer and do not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.