Early Stage Collections Representative

Job Overview

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.

Start Date: 10/26/2026

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 employees.

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.

Pay Transparency

The anticipated starting hourly range for this role is $19.00 - $22.00

This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.

Benefits

At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.

Our Purpose

Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.

Equal Employment Opportunity

PenFed 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 [email protected] .