The Credit Counselor plays a key role in managing delinquent accounts and supporting the Member Solutions department. Reporting to the Member Solutions AVP, this role is responsible for managing the collection of payments from delinquent accounts, providing credit counseling, and ensuring compliance with the Fair Debt Collection Practices Act (FDCPA) and Consumer Financial Protection Bureau (CFPB) regulations. This role requires a commitment to delivering high-quality service to members while maintaining accuracy in all tasks.  A successful candidate will demonstrate strong leadership skills, a team-oriented mindset, and a professional, high-quality approach to collections that prioritizes both member relationships and results.

• Understand and adhere to credit union’s policies and procedures and the Consumer Financial Protection Bureau (CFPB) and Fair Debt Collection Practices (FDCP) acts.
• Monitor and manage delinquent accounts, including identifying charge-off candidates in accordance with policy.  
• Initiate and manage collection efforts on delinquent consumer, mortgage, credit card,  business/commercial loans through phone, mail, and in-person communication, as appropriate.
• Conduct regular follow-up on delinquent accounts to ensure timely, accurate, and policy-compliant collection activity.
• Maintain accurate records in the collections system and update member loan files accordingly.
• Research member’s accounts when necessary for follow-up issues and collection efforts.
• Utilize skip tracing tools and techniques to locate members and update contact information when necessary.
• Escalate accounts that may require charge-off or foreclosure to the VP of Member Solutions, providing documentation and recommendations in alignment with collection policies.
• Assess and document member hardship situations, recommending appropriate solutions such as payment deferrals, loan modifications, or hardship programs.
• Collaborate with internal departments to ensure coordinated support and resolution for delinquent accounts.
• Provide in-house financial counseling to members who have been identified as a potential credit risk and establish repayment plans as needed.
• Refer members to GreenPath for additional financial counseling and/or establishing a debt management plan.
• Respond to credit disputes through e-Oscar daily.
• Provide coaching and guidance to new members of the team.
• Identify and work with all relevant stakeholders, identifying opportunities to promote Diversity, Equity, and Inclusion within all projects that they may benefit from multiple perspectives and create unity by securing associate buy-in at all levels of the organization.
• Stay current on regulatory changes and industry best practices related to collections, consumer protection, and financial counseling.
• Maintain confidentiality and professionalism in all member interactions, ensuring sensitive financial information is handled securely.
• Perform other duties as assigned, ensuring accountability and alignment with organizational objectives.

• High School Diploma or equivalent.
• 3+ years of experience in financial services or similar environment, preferably in a collections role.
• Ability to collect payments from delinquent accounts, using knowledge of the Consumer Financial Protection Bureau (CFPB) and Fair Debt Collection Practices (FDCP) acts, and credit union’s policies and procedures.
• Ability to work independently and in a team environment
• Ability to multi-task and adapt to a changing environment.  
• Proficient in Microsoft Office.
• Excellent communication skills, both verbal and written.
• Maintain stable personal financial affairs.
• Professional appearance, punctuality, and a cooperative demeanor with other employees and members.

Palmetto Citizens is an Affirmative Action and Equal Opportunity Employer. Minority/Female/Disabled/Veteran