Consumer Collections Specialist II

Job Description

Job Description

Why Westerra?

At Westerra Credit Union, we believe You Can Do Money . It is more than just a phrase. It is a mindset that shapes how we empower each other and our members to take control, grow, and thrive financially. Our culture is built on beliefs that guide how we show up every day. We focus on being member - obsessed, radically transparent, relentlessly collaborative, and always learning in motion. These are not just words. They are the heart of everything we do. Inspired by our vision to Out-Love Every Bank in Colorado, we bring genuine care and dedication to every member interaction. Our mission to teach, guide, and ignite members to own their financial future drives us to create meaningful, personal connections.

This mission comes alive through our MX Code, which encourages us to anticipate needs, listen deeply with both heart and head, find the best total solution, mark the moment, and truly own the impact we make. This is how we translate our strategy into experiences that matter. When you join Westerra, you become part of a vibrant community where innovation, openness, and collaboration are not just ideals; they are daily practices. Everyone is invited to bring their authentic selves, curiosity, and passion to the table. Together, we learn, grow, and thrive, committed to making a real difference for our members and one another. Because at Westerra, we do not just talk about money, we believe you can do money.

What is the role?The primary function of this role is to preserve the assets and financial stability of the Credit Union by controlling/reducing delinquency and minimize loss severity operating within defined collections policy and procedures. This position is responsible for mitigating potential losses through negotiation and alternative methods of restructuring of liabilities. What will be expected of me?

• Maintain full responsibility for the review and work of delinquent accounts to determine appropriate collection actions. Attempt to contact delinquent account holders by phone, letter dunning, etc. 
• Responsible to perform detailed skip tracing activities as needed in order to contact the member. 
• Adhere to internal departmental procedures, productivity standards and workflow processes. Contribute to departmental and team goals and support current business priorities. 
• Offer approved remedies, if appropriate, to bring accounts to a current status with an emphasis of account resolution. 
• Recommends appropriate action to be taken if account deemed uncollectible or unable to contact the member. Escalates account to the appropriate stage after determining status. 
• Other duties as assigned (repossession request or possible placement, correspondence with members, transfer of funds, etc.). 
• Informs management of trends relative to loan originations and/or collection efforts contributing to delinquent/charged off loans and shares. Refers accounts to management queues or collection staff when required (pending bankruptcy, insurance, etc.). 
• Other duties as needed or assigned
• Consistently demonstrates the Westerra Way Experience and complies with all policies and regulations
• Other duties as assigned.

Will I have Direct Reports? No

What am I bringing?Experience/Education:

• 2+ years’ experience in collections.
• Versed in skip tracing tools - (Clear, Accurint, Experian, etc.) Symitar, Temenos a plus
• Two year college degree desired or equivalent work experience.

Skills and Abilities:

• Proficient in Microsoft Office
• Exhibits strong verbal and written communication skills
• Ability to Learn and demonstrate that learning on the job
• Detail oriented with strong organizational and time management skills
• Must maintain high-level of confidentiality
• Accountable for medium-term tasks and many recurring basic initiatives. Works under moderate supervision.
• Use of judgement related to administrative issues
• Understanding of straightforward, administrative, and/or other basic produces and services.
• Able to handle problems that are typically of a routine nature, but may at times require interpretation or deviation from standard procedures.

What is the work environment like, and are there physical requirements for this role?

• Hybrid: Typically, a dispersed, flexible team environment both on Westerra campus (at least 2x/week) and remote. Employees must reside in Colorado or be willing to relocate prior to starting employment. Residency is required for payroll and state tax purposes.
• Mon-Fri: On location in the branch.
• Varied hours, including possible evening shifts and weekend shifts as necessary to control delinquency and losses to the Credit Union
• Office environment
• Works primarily at a desk

Salary : in addition to the starting hourly rate of $20.00 - $24.68, this role is also eligible for annual bonus potential tied to Westerra’s financial performance.

What are some of our benefit offerings?

• Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
• Two dental plans through Delta Dental
• Basic life and AD&D insurance, short-term disability and long-term disability
• 20+ days of paid time off (PTO) per year
• 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes up to 6% match
• Up to 2% off the rate on a new Westerra mortgage, applicable to primary residence, second home, or investment property
• 2% off Auto/RV/Motorcycle Loans
• Up to $5250 per year for educational reimbursement
• 4 weeks of paid parental leave
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

Please note, applications will be accepted until at least October 14, 2026.