Collections Analyst

Job OverviewThe Collections Analyst is responsible for mitigating loss to the Credit Union by contacting members with delinquent loans and negative checking accounts and negotiating appropriate arrangements to cure the delinquency and return the member's account to good standing.The majority of the communication will be done over the telephone, Effective communication and negotiation skills are a necessity. It is important to be accurate and thorough.Duties and ResponsibilitiesContact delinquent members to prompt and assist them in making arrangements to bring all accounts with Citadel currentGather and analyze financial information (including, but not limited to, income, expenses, Credit Bureau Reports) from members to propose and implement solutions for delinquent loansAnalyze member data to assist management in making decisions regarding recovered assets (vehicles and real estate)Make decisions regarding enforcement of Citadel's offset policies for delinquent member loansMake decisions, using collection techniques and financial analysis, that mitigate Citadel's Risk of Loss while preserving member retention, when appropriateUtilize communication and conflict resolution skills to resolve disputes and craft solutions with frustrated or angry members in a calm and professional mannerDocument activities on delinquent accounts, ensuring accuracy and expediencyMaintain current member information across all utilized platforms (Collection software, Episys Products)Counsel members in debt managementHandle member disputes, complaints and inquiriesPerform assigned administrative tasksPerform such other duties as may be assigned commensurate with the positionThe department operates M-F from 8-6, and Sat from 9-1. The eligible candidate must be available for a minimum of two evening shifts (10:00am - 6:00pm) per week, and 2 Saturday shifts per month (hours are subject to change).Qualifications and Education RequirementsWork Experience6 months or more of collection and/or banking experience.Demonstrate a thorough understanding of the impact that the collection of delinquent accounts has on the strength and growth of the Credit UnionDemonstrate effective oral and written communication skillsDemonstrate effective negotiation skillsMaintain confidentiality, promote integrity, and support the corporate mission.Represent Citadel as a professionalBilingual "Spanish/English"EducationHigh School EducationExperiencePreferredCollections Analyst will contact delinquent members to prompt and assist them in making arrangements to bring all accounts with Citadel currentSkillsPreferredCollectionEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Created: 2025-06-17