Account Solutions Specialist

Job Description

Job Description

ACCOUNT SOLUTIONS SPECIALIST - this position CANNOT work remotely

Job Location: Peoples Credit Union

310 First ST, Webster City, IA 50595

Reports to: Carl Hamilton

Role: Peoples Credit Union is seeking a professional, detail-oriented Account Specialist to assist members with account resolution, payment arrangements, and loan servicing support. This position plays an important role in helping members navigate past-due account situations while protecting the credit union assets and maintaining positive member relationships.

Responsibilities:

Member Account Support

• Contact members by phone, email, text, and mail regarding past-due loan or account obligations.
• Discuss payment options and help members identify realistic repayment solutions.
• Establish, monitor, and follow up on repayment plans in accordance with credit union policies.
• Communicate with members in a professional, respectful, and non-coercive manner.

Account Monitoring and Documentation

• Monitor daily, weekly, and monthly reports to identify past-due or delinquent accounts.
• Update reports to reflect current account status and provide updates to management as needed.
• Accurately document member contacts, payment arrangements, collection activity, and account updates in the core system.
• Maintain strict confidentiality and comply with member privacy requirements.
• File Insurance claims, communicate with auction partners, and retrieve refunds on unused policies.

Risk Management and Recovery

• Negotiate payment arrangements or settlements within authorized limits.
• Recommend accounts for repossession, charge-off, legal action, or third-party collection after internal resolution efforts have been exhausted.
• Coordinate with repossession vendors, attorneys, and asset recovery agencies as needed.
• Assist with marketing recovered assets and collecting proceeds from asset sales.
• Work with the Director of Lending and Executive Team to report progress to the Board. 

Compliance and Process Improvement

• Follow applicable federal and state collection laws, credit union policies, and regulatory guidance.
• Stay informed regarding collection practices, bankruptcy procedures, repossession requirements, and related compliance expectations.
• Support audits and regulatory reviews by providing requested documentation.
• Recommend process improvements that increase recovery efforts while maintaining a positive member experience.
• Participate in required training and compliance education.

Skills:

• Excellent verbal and written communication skills.
• Ability to handle delicate conversations with empathy, professionalism, and confidence.
• Strong organization, follow-up, and time management skills.
• High attention to detail and accuracy in documentation.
• Ability to maintain confidentiality and protect sensitive member information.
• Proficiency with Microsoft Office, including Excel.
• Experience with financial services, lending, recovery, billing, customer service, or account servicing preferred.
• Familiarity with collection laws, credit bureau practices, bankruptcy, or repossession procedures helpful but not required.
• High school diploma or equivalent required; additional education in finance, business, asset recovery, or financial services preferred.
• Bilingual (a plus)

Benefits:  Hourly Position

• 401(k) with Company Match
• Dental / Health / Vision
• Disability / Life Insurance
• Employee Assistance Program
• AFLAC
• Paid Time Off / Parental Leave
• Professional Development Assistance

Schedule:  Full-Time

• Monday to Friday

We are an Equal Opportunity Employer

Peoples Credit Union is a financial cooperative owned by its members. The credit union serves 11 surrounding counties offering consumer & home loans, various checking & savings options, as well as CDs and credit cards. The credit union is federally insured by the NCUA.

Company Description

Peoples Credit Union is a financial cooperative owned by its members. The credit union serves 11 surrounding counties offering consumer & home loans, various checking & savings options, as well as CDs and credit cards. The credit union is federally insured by the NCUA.