United Heritage Credit Union Collections Specialist in Austin, Texas

Collections Specialist

Location:Austin, TX


Benefits:Medical, Dental, Vision, PTO (Paid Time Off) and Holidays, two 401(k) options (Pre-Tax and/or Roth), Education Reimbursement Program

Employment Type:Full Time

Branch:SW Austin/Near Barton Creek Mall

Hours:M-F, 9:00am - 6:00pm


Our employees want everyone to know what it's like to work at United Heritage Credit Union. That's why our employees voted us as one of the Statesman's Top Workplaces 2010-2015. Come join this award winning team to see what makes United Heritage a great place to work!

The primary function of the Collector position is to eliminate potential losses to the Credit Union, by being proactive when working with members on financial solutions to reduce delinquency.


  • Will work assigned account queue daily and provide assistance to reach department goals.

  • Maintain proper account documentation.

  • Contacts members in all stages of delinquency and across multiple product lines through manual outbound dialing; receives inbound collections and general servicing calls.

  • Utilize credit bureaus, legal counsel and third parties as required.

  • Consistently assist branch staff, lending department, and call center operations with resolving member concerns.

  • Works directly with department manager. Serves as support to fellow team members on escalated issues.

  • Uses advanced knowledge of all payment plans available to members to work out complex collections scenarios and advises members on appropriate solutions.

  • Assess member needs and identifies the reason for the delinquency to offer payment extensions and deferments when applicable.

  • Educates members on potential solutions to resolve delinquency; negotiates mutually satisfactory payment arrangements.


  • Minimum of 1 year collections experience.

  • Must possess the ability to remain calm, patient, objective, and professional when presented with difficult situations.

  • Must be able to effectively and professionally take control of a conversation with a difficult member, as necessary.

  • Must possess excellent communication, problem resolution and organizational skills.

  • Must be proficient in the use of the English language, both verbal and written.

  • Requires the ability to communicate effectively with members, co-workers, and the general public.

  • Must possess proven skills related to the accuracy in the use of numbers (addition, subtraction, multiplication, division, percentages) and their application in the processing and tracking of credit union transactions.

  • Must be able to successfully work with a team and possess people skills.

  • Ability to negotiate payment arrangements.

  • Advanced knowledge of all collection industry laws, regulations, and internal policies, procedures, and processes. Follows the Fair Debt Collection Protection Act (FDCPA) required.

  • Must able to work on the telephone 80% of the day.

  • The ability to navigate basic computer programs is required.

  • Bilingual in Spanish a plus.

  • High School Diploma or GED equivalent required.