Job Description

At Summit Credit Union, we know that helping members navigate financial challenges with empathy and expertise strengthens both their financial well-being and our cooperative mission.

As a Payment Solutions Specialist 1, you'll play a critical role in supporting members experiencing financial hardship while helping protect the credit union's assets. Working closely with members, internal business partners, and lending teams, you'll identify causes of delinquency, provide financial guidance, and develop solutions that help members return to good financial standing. Through strong communication, problem-solving, and regulatory expertise, you'll help create positive outcomes for our members while ensuring collection activities remain compliant and effective.

What You'll Do (Your Impact)

• Contact members regarding delinquent consumer and mortgage loan accounts to discuss repayment options and resolution strategies.
• Investigate and determine the underlying causes of account delinquency.
• Work collaboratively with members to develop payment arrangements and identify solutions that support their financial success.
• Educate members on available financial resources, programs, and services that may help them overcome financial challenges.
• Identify accounts that are unlikely to be cured and initiate appropriate next steps in a timely manner.
• Perform collection activities in compliance with applicable collection laws, bankruptcy regulations, and credit union policies.
• Review and interpret consumer and mortgage loan documentation as needed.
• Maintain accurate documentation of member interactions, collection efforts, and account status.
• Complete delinquency management, compliance-related activities, and reporting accurately and within established timeframes.
• Make sound, risk-based decisions while balancing member service with organizational objectives.
• Support efforts to minimize delinquency and loss while maintaining a positive member experience.
• Stay informed regarding regulatory requirements, industry best practices, and collection procedures.

What You Bring

• High school diploma or equivalent required; post-secondary coursework in business or a related field preferred.
• Two years of experience in a collections environment or financial industry call center.
• Ability to obtain and maintain a Nationwide Mortgage Licensing System (NMLS) registration.
• Strong knowledge of consumer collection practices, bankruptcy laws, compliance requirements, and related regulations.
• Understanding of consumer and mortgage loan products and documentation.
• Proficiency with Microsoft Office Suite.
• Strong analytical, mathematical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to make effective risk-based decisions and exercise sound judgment.
• Well-developed interpersonal skills with the ability to build rapport and maintain professionalism in challenging situations.
• Ability to work independently with minimal supervision.
• Strong attention to detail and commitment to accuracy.

Why You'll Love Working Here

• The opportunity to make a meaningful difference by helping members navigate financial challenges and achieve financial stability.
• A collaborative environment that values empathy, service, and member-focused solutions.
• Opportunities to expand your knowledge of lending, collections, compliance, and financial wellness programs.
• A culture that supports continuous learning, professional development, and career growth.
• Meaningful work in a member-focused organization committed to improving the financial lives of the communities we serve.

Additional Details

Physical Demands

While performing the duties of this position, the employee is required to sit, stand, walk, and use hands and fingers. The employee may occasionally reach above and below shoulder level and lift, push, pull, and/or carry up to 10 pounds.

Environmental/Working Conditions

Work is performed in a typical administrative setting with climate control and appropriate lighting. Travel to branch locations may require exposure to outdoor and traffic conditions.

Equipment Used

A variety of office equipment, including telephone, printer, PC, and mobile devices.

Our Commitment

At Summit Credit Union, we are committed to providing Equal Employment Opportunity regardless of race, color, religion, sex, age, national origin, disability, military and veteran status, sexual orientation, gender identity, marital status, or any other characteristic protected by local, state, or federal law.

We embrace diversity and believe that inclusion is critical to our success as a credit union. Different makes us better. Employment decisions are made based on qualifications, merit, and business need.

Ready to Make an Impact?

If you're passionate about helping members overcome financial challenges, building trusted relationships, and making a positive impact through thoughtful problem-solving and financial guidance—we'd love to meet you.