Northland Area FCU

Are you a strong communicator who can balance professionalism, empathy, and problem-solving? Do you thrive in a fast-paced environment where attention to detail and member service matter? If so, we’d love to meet you!

We’re looking for a Contact Center Collections Specialist at our Alpena location who can confidently manage delinquent accounts, support members through challenging situations, and help deliver outstanding service every step of the way.

• →Communicate with members to review account status and discuss delinquency issues
• →Research delinquent accounts and resolve discrepancies
• →Prepare and send correspondence related to delinquent accounts
• →Support recovery efforts through follow-up actions and skip tracing
• →Assist with documentation for small claims court filings and related legal follow-up
• →Process garnishments when applicable
• →Answer member questions and provide account-related support
• →Serve as backup for Contact Center Representative and Agent duties as needed
• →Maintain knowledge of credit union products, services, policies, and regulations

• High school diploma or GED required
• Strong verbal and written communication skills
• Professional, respectful, and confident approach to sensitive conversations
• Excellent organization and attention to detail
• Ability to manage multiple accounts and priorities effectively
• Working knowledge of Microsoft Office, including:
• Word
• Excel
• Outlook
• PowerPoint
• Ability to handle confidential information with care
• Commitment to following policies, procedures, and regulations

• Experience in a contact center, collections, loan servicing, or financial services role
• Experience working with delinquent accounts, loss prevention, or loan recovery
• Familiarity with credit union or banking products and services
• Experience handling difficult or emotionally charged member conversations

• You stay calm, professional, and solutions-focused under pressure
• You communicate clearly and respectfully with members, co-signers, and internal teams
• You’re organized, detail-oriented, and able to document and track actions accurately
• You can balance compassion with accountability in member interactions
• You’re committed to providing service that aligns with the credit union’s values and promises