Collections Specialist

UW Credit Union

  • Madison, WI
  • Permanent
  • Full-time
  • 20 days ago
If you are passionate about helping people through life’s challenges and thrive in a dynamic, member-first environment, UW Credit Union is looking for a Collections Specialist (internally known as a Credit Solutions Specialist) to join our close-knit team. We don’t call it “collections” for a reason — our goal is to partner with members, understand their unique situations, and provide realistic solutions to get their finances back on track.At UW Credit Union, humanity counts most. We know that life happens, and we approach every conversation with empathy, compassion, and persistence. Our delinquency rate is well below the industry average, thanks to our dedicated and skilled Credit Solutions Specialists who make a real difference every day.ResponsibilitiesA Day in the Life of a Credit Solutions SpecialistNo two days are the same. You’ll pivot quickly to meet member and department needs while balancing multiple priorities in a fast-paced, call center–style environment. Here’s what you can expect:
  • Take inbound calls, engaging in meaningful, often complex financial conversations.
  • Summarize next steps for members at the end of each call, thank them for reaching out, and ensure they feel supported.
  • Review and collect on assigned delinquent loans by gathering background data, documenting conversations, and sending required notifications.
  • Analyze accounts to determine the best next steps based on account type, balance, credit score, collateral value, and more.
  • Negotiate payment arrangements or loan extensions (typically 1–3 months) within established guidelines.
  • Meet specific department KPIs, including inbound/outbound call volume, promises to pay, dollars collected, and quality scores.
  • Collaborate with branch staff and internal teams to resolve member issues; escalate cases to management when appropriate.
  • Serve as a liaison for auto repossession agencies when needed.
  • Recommend operational improvements to enhance service and productivity.
QualificationsWhat You’ll Bring to the Team
  • Ability to work on-site three days per week.
  • 2–3 years of experience in banking, retail, or customer service (call center experience strongly preferred; financial services call center experience a plus).
  • Strong customer service focus with the ability to handle difficult conversations and remain member-first in every interaction.
  • Ability to work in a fast-paced environment, pivot between priorities, and handle multiple systems and processes with accuracy.
  • Excellent communication, relationship building, problem solving, and organizational skills.
  • Strong attention to detail and sound decision-making.
  • Knowledge of lending, collections concepts, and applicable laws (including the FDCPA) preferred.
  • Spanish bilingual skills are a plus.
  • A team mindset with the ability to work independently and mentor others.
Why work for UW Credit Union?Join one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive
  • 21.5+ days annual paid time off (4+ weeks)
  • 2 weeks paid caregiver leave
  • 2.5 weeks paid new child parental leave
  • 2 days paid volunteer time
  • 11 paid holidays (includes your birthday!)
  • 401k company match of up to 5%, plus approximately 4% discretionary match
  • Variable bonus reward
  • Competitive Medical, Dental and Vision plans, including domestic partner eligibility
  • Employee Assistance Program
  • And more!
UW Credit Union is dedicated to cultivating a workplace that fosters a sense of belonging for all individuals and proudly upholds the principles of Equal Employment Opportunity (EEO). We highly value the unique perspectives and qualities that each person brings to our organization. Our recruitment, hiring, development, and promotion processes are based on an individual’s qualifications and demonstrated abilities. Our policy is to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or any other characteristics protected by federal, state, or local laws. If you require a reasonable accommodation for any part of the employment process, please email .

UW Credit Union