Collector

Description The primary purpose of the collector is to independently manage a portfolio of delinquent consumer loan and credit card accounts, utilizing advanced collection strategies to minimize losses, reduce delinquency and charge-offs, and support the financial performance of the credit union. The role analyzes account and Member information to identify causes of delinquency, negotiate repayment solutions, and coordinate loss mitigation efforts while maintaining positive member relationships. This position also resolves complex Member situations, ensures compliance with all applicable regulations and policies. This position is based in Anaheim Hills, CA with the opportunity to work on a hybrid-remote schedule which consists of 2 day in-office and 3 days working remote from home. Business Hours: Monday to Friday, 8:00AM - 6:00PM & Saturday, 9:00AM – 1:30PM *Based upon business needs, this position will require flexibility to work a varied work schedule between the hours of 8:00AM and 6:00PM, including rotating Saturdays, during regular business hours. Why Work at CU SoCal? CU SoCal is one of the fastest growing credit unions and is more than just a place to work. It’s a place where people come before profit, a place where you can build a career that’s more than a job, and where the work you do has meaning and purpose. We offer competitive pay, great health benefits and a culture like no other! CU SoCal is a Gallup Exceptional Workplace Award Recipient In 2026, Credit Union of Southern California (CU SoCal) was once again honored with the Gallup Exceptional Workplace Award, marking our third consecutive win and ranking us among the top workplaces worldwide for outstanding employee engagement. The CU SoCal culture fosters Building Better Lives for our Members, personal development, open communication, and genuine care for each other. We prioritize C.A.R.E. 4: professional competence, positive attitude, relationship building, and eager service to others. If you're passionate about making a difference and want to be part of a dynamic team, please submit your application today! Requirements Minimum Qualifications High School diploma or equivalent One (1) year of experience in consumer loan collections, bad debt collections, other collections-related experience or call center environment, or two (2) years of financial institution branch or lending environment. Experience conducting collection activities across multiple consumer loan products and all stages of delinquency, including pre-charge-off and recovery efforts. Preferred Qualifications Associate degree or equivalent experience Entry-level experience handling repossessions, bankruptcies, skip tracing, recovery processes, collection system platforms/CRM systems, dialer systems, skip-trace tools, and online collection systems. Three (3) years of financial institution branch or lending environment. Experience working in manual and dialer-based collection call center environments. Skills and Abilities Proficient in all applicable MS Office programs (i.e., Word, Excel, Outlook, Teams, etc.) Maintain a positive, professional behavior and image with Members, staff, management, and board members. Maintain confidentiality of all credit union and Member information. Establish and maintain effective working relationships with staff across departments and external business partners. Maintain a professional appearance and demeanor. Strong working knowledge of credit union policies, procedures, and applicable credit and collection laws and regulations. Excellent oral and written communication, negotiation, interpersonal, and conflict resolution skills. Ability to analyze complex account situations, exercise sound judgment, and recommend appropriate loss mitigation strategies. Essential Duties and Responsibilities Researches and analyzes account history, loan terms, payment activity, collateral and insurance information, and Member concerns to determine appropriate collection strategies and next steps. Contacts Members with delinquent loan accounts through inbound and outbound communications to determine circumstances, verify information, resolve collection issues, and establish payment arrangements or other approved solutions. Communicates effectively with Members to understand the reason for delinquency, negotiate sustainable repayment arrangements, and resolve complex or sensitive collection issues within established guidelines. Uses advanced communication, negotiation, and de-escalation techniques to resolve past due balances while supporting a positive Member experience. Educates Members on payment processes and available payment resources, including SWBC online payment portal, Bacon Loan Pay, check-by-phone systems, and mobile deposit options. Responds to Members and third parties inquires in a timely manner and provide clear status updates and next-step expectations. Performs skip tracing activities using approved resources to locate Members and obtain updated contact information; documents all efforts and outcomes. Maintains complete, accurate, and detailed documentation of all collection activities within the collection system, including contact attempts, promises-to-pay, payment arrangements, disputes, and follow-up actions. Ensures collection files and supporting documentation are maintained accurately in accordance with record retention, confidentiality, and regulatory requirements. Identifies higher-risk or complex accounts and recommends appropriate actions related to loan deferrals, repossessions, bankruptcy proceedings, litigation, collateral protection insurance (CPI), and charge-offs in accordance with credit union policies and procedures. Processes, assigns, monitors, and tracks repossessions; coordinates with legal counsel, vendors, and third parties as needed. Communicates and collaborates with law enforcement agencies, judicial departments, attorneys, peer collectors, repossession agencies, auctions, vendors, and dealerships to minimize losses and resolve outstanding accounts. Maintains compliance with credit union policies and all applicable federal and state laws and regulations related to collections, bankruptcy, repossession, FDCPA, BSA, Elder Abuse, suspicious activity reporting, and other regulatory requirements; escalates complaints, disputes, and compliance concerns appropriately. Demonstrates a complete understanding and active application of the Exceptional Experience Guide expectations. Required to work Saturdays on a rotational basis. Complete understanding and active application of the C.A.R.E. 4 Guide expectations and the Brand Communications Standards Accountability Philosophy. Must be able and available to work a “hybrid” schedule, per business operations requirement, as needed. Additional duties and responsibilities, as assigned. We support Pay Transparency and are a pay-for-performance organization that benchmarks base pay to the 50th percentile of market data. Pay Scale: Min. $24.44 / Mid $30.74 / Max. $36.07* per hour *Actual compensation will be based on geographical location, work experience, education and/or skill level. CU SoCal is an equal opportunity employer. All decisions are based only on the individual’s qualifications/ability to perform the work. The above statements are intended to describe the essential functions, nature and level or work to be performed as of the document preparation date; they are not intended to be an exhaustive list of all duties and responsibilities. CU SoCal reserves the right to modify this job description at any time, without notice. We foster an environment and culture where ideas and decisions from all people help us grow, innovate, and fulfill our mission of Building Better Lives. #J-18808-Ljbffr CU SoCal