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Overview

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a Collections Representative to work onsite at our San Antonio, Texas service center. The primary purpose of this position is to collect obligations owed to the credit union from past due members by contacting and counseling them about their delinquent and otherwise defaulted obligations, securing payment(s), payment arrangement(s) and maintaining related written and digital records while following all related policies, procedures and regulations.

Shift Options: Monday-Friday 11:30-8:00pm with one Saturday per month from 10-2 (last Saturday of month) OR Monday- Friday 8-4:30pm, a late night (Tuesday, Wednesday or Thursday from 11:30-8:00pm) plus (2) Saturday’s per month from 8-12pm.

Training hours will be 8-4:30pm for the first 4-6 weeks

Start Date: 6/2/25

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

+ Review delinquent/default loans and credit cards to determine course of actions to be taken and initiates appropriate follow-up activity, while maintaining on-line chronological records of all facts, action taken and results.

+ Work an established list of consumer loans and credit cards predominately in either a manual or an automated collection environment.

+ Primary focus is to reduce delinquency and minimize losses.

+ Production based to include handle time, after call work, dollars collect, average speed of answer and roll rate control.

+ Determine reason for delinquency (RFD), while providing options and/or repayment plans to assist the member.

+ Utilize collection tools as defined in collection procedure(s) to assist members. Deferments, skip payments, reages, and modifications (hardship application generated)

+ Contact co-buyers, third parties, relatives, employers, and/or neighbors to assist with determining location/whereabouts of delinquent members.

+ Performs light skip-tracing activities as deemed necessary. (credit bureau review, public search records (county/state), and social media inquiry).

+ Processes writs of attachments and performs right of offsets (ROO’s) within prescribed procedures on members’ funds on deposit.

+ Maintain records of all daily activity.

Qualifications

Equivalent combination of education and experience is considered.

+ High School Diploma or GED required.

+ Minimum of one (1) year customer service experience required, preferably at a financial institution.

+ Understanding of preventative, productive and remedial financial counseling is required.

+ Minimum of one (1) years’ experience with call center collections preferred.

+ Strong communication, negotiation, decision-making and written skills.

+ Ability to multi-task.

+ Available to work weekends, evenings and overtime periodically.

Supervisory Responsibility

This position will not supervise staff.

Licenses and Certifications

No additional licenses or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call is not required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.