ACCOUNT SOLUTIONS SPECIALIST - this position CANNOT work remotely
Job Location:Â Peoples Credit Union
310 First ST, Webster City, IA 50595
Reports to:Â Carl Hamilton
Role:Â 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.Â
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:Â 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:Â Full-Time
We are an Equal Opportunity Employer
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.