Collections Specialist

Collections Specialist

Job Summary: The Collections Specialist is responsible for managing and resolving past-due accounts, specifically those resulting from Non-Sufficient Funds (NSF) payments. This position plays a vital role in supporting the financial health of the YMCA by ensuring timely and professional communication with members whose payments have failed, while upholding the YMCA's core values of caring, honesty, respect, and responsibility.

At the St. Cloud Area Family YMCA, we are united in a sincere desire to live out our great Mission. To put Christian principles into practice through programs that build a healthy spirit, mind, and body for all. Together, we pledge to do this daily, in our actions and interactions, with staff, members and guests of the YMCA, by serving, caring, and loving. To serve is to meet physical needs through our facility, programs, and responsive actions to questions or requests. To care is to meet emotional needs by engaging in genuine conversation, listening with intention, and developing relationships. To love is to provide opportunities for connection and service by keeping the Y a safe and welcoming place for all.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Monitor daily reports and member accounts for NSF activity.
• Contact members with NSF transactions via phone, email, and written correspondence in a timely and professional manner.
• Work with members to resolve account issues, establish payment arrangements, or update payment methods.
• Accurately document all communication and payment activity in the member database system.
• Collaborate with the Membership and Finance teams to ensure member accounts remain in good standing.
• Conduct proactive member retention calls to strengthen relationships, identify potential issues early, and promote long-term member engagement and satisfaction
• Follow YMCA policies and procedures regarding member confidentiality and ethical collections practices.
• Recommend delinquent accounts for further collection action or write-off according to organizational policies.
• Provide monthly reports on collection performance and outstanding balances to leadership.
• Perform other duties as assigned to support the operations and goals of the YMCA.
• Other duties assigned.

Requirements

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be 18 years of age or older.
• CPR/First Aid/AED Certification or ability to obtain within 30 days of employment.
• High school diploma or equivalent required; associate degree in business or finance preferred.
• Minimum 12 years experience in collections, customer service, or finance-related roles.
• Excellent communication and negotiation skills.
• Proficient in Microsoft Office and member management or accounting systems (e.g., Daxko, CCC, or similar).
• Ability to maintain confidentiality and handle sensitive member information.
• Detail-oriented with strong organizational and time management skills.
• Demonstrates empathy and professionalism in member interactions.

Work Environment & Physical Demands: The work environment and physical demands described here are representative of those that an employee may encounter and must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• The work environment is fast-paced and interactive, with a focus on customer service and regular communication and teamwork.
• Interactions with members and guests are frequent, requiring effective communication, customer service, and a positive attitude.
• The facility may be busy, with fluctuating levels of activity, depending on the time of day and scheduled programs.
• Work may be performed in a climate-controlled environment, with occasional exposure to varying temperatures, especially in high-activity areas.
• The role requires extended periods of standing at the front desk or walking throughout the facility, as well as sitting occasionally when completing administrative tasks.
• The ability to lift and carry objects up to 20 pounds, such as member materials, office supplies, and promotional materials.
• The job may involve repetitive movements, such as typing, using a computer, and handling transactions.
• Use of hands for typing, answering phones, operating office equipment, and sorting documents.
• Must be able to interact with members and guests in a friendly and approachable manner, requiring a high level of social interaction and engagement.
• Ability to monitor the facility for safety hazards, ensuring that all members adhere to safety guidelines.

Job Functions: Every effort has been made to identify the essential functions of this position. This job description in no way states or implies that these are the only duties and responsibilities you may be required to perform. The omission of specific descriptions of duties does not exclude them from the position if work is similar, related or can be considered essential to this position. This job description is subject to change at any time.

Acknowledgement: I have read and understand this job description and fully understand the requirements set forth herein. I agree to abide by the requirements set forth and to perform all duties and responsibilities to the best of my ability. I understand that my employment is at-will and that this job description does not constitute as an employment contract.