Title: Collections Specialist I Location: Madison United States ID: 2026-6015 Category: Collections FTE: 1.0 Schedule: Monday-Friday 8:00am-5:30pm, Saturday 9:00am-1:00pm Salary Grade:6 Min: USD $20.50/Hr. Mid: USD $23.99/Hr. Job Description: At UW Credit Union, we take a solution-oriented approach to collections. The Collections Specialist I will operate as a financial consultant, engaging with members that may be experiencing financial distress, utilizing a consultative, member centric approach to understand the members' financial needs, identify near and long-term solutions, and help center members on a path for financial success. This role will focus on the early stages of delinquency for all loan types, assisting members with identifying payment options and providing members with consultative solutions for maintaining loan accounts in a current standing. This position requires knowledge of lending and collection regulations, systems, resources, and processes. 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: - 26.5 days of annual time off (accrued per pay period) - 2 weeks paid caregiver leave - 2.5 weeks paid new child parental leave - 2 days paid volunteer time - Hybrid work environment: minimum 3 days a week on-site - 10 paid holidays (including your birthday!) - 401k company match of up to 5%, plus approximately 4% discretionary match - 457 deferred-compensation plan - Variable bonus reward - Competitive Medical, Dental, and Vision plans, including domestic partner eligibility - Employee Assistance Program - And more! Responsibilities Balanced Scorecard Results - Maintain satisfactory results as specified on the Credit Solutions Specialist I scorecard including, but not limited to; inbound/outbound call volumes, Right to Cure and Vehicle Repossession notice volumes, and Promises to Pay kept and broken. Member Relationships - Communicate with members through outbound and inbound phone calls as well as written communication. - Efficiently and accurately resolve member inquiries using available tools, resources, and support departments. - Compose accurate and informative notes and documentation to concisely convey the outcome of the member interaction. - Understand member situations and potential hardships, review individual loan data to gather background information, and determine appropriate solutions. - Review payment histories and identify if payments need to be corrected. Respond to verbal and written inquiries from members and various departments regarding general loan questions. - Utilize a consultative and solution-oriented member approach to generate referrals for products and services that will improve the members' financial circumstances. - Promote diversity, equity, and inclusion by exhibiting cultural competency. Engage our diverse member and employee base in a manner that makes individuals feel welcome and included. Operational Excellence - Communicate account information without the use of jargon, ensuring that the solution is easy to understand. - Prioritize work on delinquent accounts based on past due status and loan type. - Ask need defining questions to personalize solutions that address both current and future needs of the member. - Identify and route accounts that require Credit Solutions Specialist II, Credit Solutions Specialist III, or management action. - Offer appropriate solutions to members in accordance with department guidelines including, but not limited to; loan extensions, payment arrangements, and credit bureau disputes. - Process internal transfers to make loan payments and take payments from external payment sources upon member request. - Refer accounts to management for workout loan review and approval. - Identify changes to member contact and location information through skip tracing. - Develop and demonstrate a comprehensive knowledge of all UWCU policies, procedures, processes, and state/federal regulations. Individual & Organizational Success - Identify new areas for learning, and assume responsibility for personal development through training, collaboration, and teamwork. Model behaviors consistent with being a Champion of Change, adapting quickly and supporting the team on the changing needs of the organization. - Recommend process improvements. - Support team by providing coverage as needed. - Be responsible for additional duties as assigned by management. Qualifications Education & Experience - Associate's Degree in Business or related field is required. - 2-3 years of Financial Institution experience is required. - 2-3 years of Customer Service or Call Center experience is preferred. Skills - Proficiency with Microsoft Office products. - Excellent interpersonal, oral, and written communication skills. - Demonstrated analytical and problem-solving skills. - Ability to work in a fast-paced and changed environment. - Confidence in high-stakes interactions.

• Lead and manage a team of 2–5 Collections Associates • Own end-to-end collections operations (inbound & outbound follow-ups, payment tracking, dispute resolution) • Drive improvements in: • Collections efficiency • Recovery rates • Turnaround time on open invoices • Set, track, and optimize team performance metrics • Manage customer and vendor communication for payment recovery • Handle escalations and resolve complex or sensitive cases • Build and improve collections workflows, systems, and SOPs • Collaborate cross-functionally with Finance, Sales, and Operations • Ensure accurate reporting of daily, weekly, and monthly collections data

• Perform call overflow, suspense reporting, client relations follow-up, and other duties assigned by a supervisor • Handle calls related to delinquency in accordance with government, investor, and client guidelines to prevent foreclosure and financial losses to the investor • Assist with daily team meetings by discussing issues brought to management’s attention through emails, listening to calls, conversations on the floor, or performing monitoring to improve/clarify processes • Respond to agent questions within the Floor Center • Review Collections General voicemail daily • Review COLCSH tasks and respond with cash posting instructions through task • Review Formstorm, submitting directions through the application, advising clients of payment received and status of loan • Perform Skip Trace Tasks as needed using web sources and update loans with discovered information • Review received e-Faxes and submit research and/or reversals to cash departments • Complete COLESC tasks by reviewing loan for issue and respond to the respective agent if additional information is needed • Handle escalated calls, noting issues with client’s loan and submit task for additional work if needed • Receive/review paper Loss Mitigation Escalation forms; forward to ALD for review before forwarding to the Loss Mitigation Supervisor • Review email from departments that require follow-up, calls to borrower, and/or emails to clients as needed for resolution or clarification of issue; respond to original department with resolution • Assist with call monitoring • Respond to Footprints Tickets from Client Relations that require follow-up within 24 hours • All other duties as assigned

By dedicating structured time to both production and leadership, this position strengthens operational efficiency, improves delinquency management, and enhances member experience. This position requires a strategic balance of frontline engagement and leadership responsibilities, with 25% of time dedicated to scheduled and blocked phone time. Phone Time (25%) - Engage in scheduled and blocked outbound/inbound calls to maintain firsthand insight into member interactions. - Modelling best practices in communication and collections strategy. - Maintain a call standard equivalent to the team’s goal, ensuring personal performance aligns with expectations set for the team. Quality & Performance Oversight - Conduct regular call reviews and account audits to ensure compliance and effectiveness. - Deliver coaching and feedback sessions tailored to individual performance metrics. - Monitor and manage delinquency trends, implementing corrective strategies as needed. Employee Development - Create and execute development plans for team members to foster growth and career progression. - Identify training needs and provide ongoing support for skill enhancement. Leadership & Communication - Host team meetings and training sessions to ensure consistent messaging and alignment with company goals. - Relay expectations clearly and hold employees accountable to performance and behavioral standards. - Stay informed on industry trends, regulatory changes, and best practices to guide team strategy. Knowledge, Skills, and Abilities: - Proven experience in collections or call center leadership. - Strong analytical skills and attention to detail. - Excellent communication and interpersonal abilities. - Ability to coach, mentor, and inspire a team. - Familiarity with compliance standards and industry regulations. Education and Experience: - Four years Marine Credit Union Collections experience - Experience with collection laws and regulations (e.g., FDCPA, state specific compliance) - Familiarity with collection software, and Microsoft Office Suite - Proven ability to manage individual performance, set goals, and implement process improvements - High School Diploma or GED (minimum requirement). Physical Requirements (with or without accommodation): - Long periods of sitting will occur regularly. - Occasional lifting and/or moving 15 lbs. or less. - Use of a computer and telephone required. - Occasional bending, stooping, or crouching may be required. This job description is not a complete statement of all duties and responsibilities comprising this position.