Collections Specialist
Cherokee Nation Entertainment, Catoosa, OK, United States
Collections Specialist
As a Collections Specialist, you will play a critical role in protecting the organization's financial health by managing delinquent accounts and minimizing risk. This position involves direct communication with customers, negotiating payment arrangements, and coordinating with legal teams, internal departments, and external agencies. You will ensure all collection activities align with federal, state, and gaming regulations, including FDCPA guidelines, while maintaining professionalism and a strong focus on guest service. Contact customers with overdue accounts via phone and written communication
Negotiate and establish repayment plans, settlements, and installment agreements
Maintain accurate account records, billing details, and payment tracking
Monitor collections activity, including bad debt, fees, and reimbursements
Locate customers using databases and public records when necessary
Conduct outreach to VIP guests regarding upcoming marker deposits
Ensure compliance with federal, state, and gaming regulations, including FDCPA
Prepare delinquent accounts for legal action or external collection agencies
Partner with Legal on collection strategies and case management
File bankruptcy claims and represent the organization in court when required
Complete required regulatory reporting, including SARs (Title 31)
Collaborate with Legal, Casino Marketing, Internal Audit, Finance, and external agencies
Communicate with banking teams regarding account activity and payments
Participate in Credit and Collection Committee initiatives
Maintain strong partnerships with other casinos and legal entities
Prepare and maintain reports on collection efforts and credit utilization
Provide regular updates to leadership and finance teams
Update systems with account status, guest activity, and collection outcomes
Manage high-risk accounts and sensitive financial situations
Review financial documentation to assess risk and prevent loss
Establish and adjust guest credit or deposit limits as needed
Assist with SOP updates and attend relevant training or seminars
Deliver professional, high-quality customer service High School Diploma or equivalent required
35 years of casino-related experience or equivalent combination of education and experience
Minimum 2 years of customer service experience required
13 years of experience in collections, casino credit, or related field preferred
Strong understanding of collections practices, banking processes, and FDCPA regulations
Knowledge of accounting and billing procedures
Excellent negotiation, communication, and interpersonal skills
Strong analytical thinking and problem-solving abilities
High attention to detail and organizational skills
Ability to remain professional and composed in high-pressure situations
Proficiency in Microsoft Office (Outlook, Excel, Word)
Ability to learn and navigate internal database systems
Ability to obtain and maintain required gaming license Cherokee Nation Entertainment is one of the largest and most successful tribal businesses in the country. As the retail, gaming and entertainment entity of the Cherokee Nation, it owns and operates a variety of restaurants, entertainment venues, retail shops, fuel/convenience stores, golf courses, hotels, a horse racing track and an RV campground. As the brand continues to expand its offerings and footprint, CNE remains dedicated to the well-being of the Cherokee Nation and the communities that it calls home. Here's what awaits you: Health & Wellness: Choose from top-notch health plans, 24/7 Telemedicine access, and on-site health clinics (at select locations). Financial Security: Grow your future with a generous 401(k) match and paid vacation, sick time, bereavement, and holidays. Work-Life Balance: Enjoy flexible spending accounts, maternity/ paternity leave, and voluntary benefits for added peace of mind. And More: Earn incentives based on performance, refer friends and get rewarded, and enjoy discounts and holiday appreciation gifts. Immerse Yourself in World-Class Hospitality with Cherokee Nation Entertainment Thrill, excitement, and entertainment await at Cherokee Nation Entertainment, one of the largest and most successful tribal businesses in the country . As the gaming and hospitality business of the Cherokee Nation, CNE owns and operate a diverse portfolio of leading brands, including Hard Rock Hotel & Casino Tulsa, nine Cherokee Casinos across Northeastern Oklahoma, and Gold Strike Casino Resort in Tunica, Miss. Step into a world of possibilities: Gain experience delivering exhilarating gaming across electronic games, table games, and poker rooms. Help deliver legendary live entertainment from national and local acts at iconic venues like Hard Rock Live. Master your culinary craft at our diverse restaurants, from casual to upscale dining. Deliver smiles and unforgettable experiences, becoming a master of guest service and table-side magic. Help guests unwind in luxurious hotel accommodations and world-class amenities like pools, cabanas, and golf courses. More than just entertainment, we are committed to the well-being of the Cherokee Nation and the communities that it calls home . We offer exceptional career opportunities with competitive benefits and a chance to be part of something truly special.
As a Collections Specialist, you will play a critical role in protecting the organization's financial health by managing delinquent accounts and minimizing risk. This position involves direct communication with customers, negotiating payment arrangements, and coordinating with legal teams, internal departments, and external agencies. You will ensure all collection activities align with federal, state, and gaming regulations, including FDCPA guidelines, while maintaining professionalism and a strong focus on guest service. Contact customers with overdue accounts via phone and written communication
Negotiate and establish repayment plans, settlements, and installment agreements
Maintain accurate account records, billing details, and payment tracking
Monitor collections activity, including bad debt, fees, and reimbursements
Locate customers using databases and public records when necessary
Conduct outreach to VIP guests regarding upcoming marker deposits
Ensure compliance with federal, state, and gaming regulations, including FDCPA
Prepare delinquent accounts for legal action or external collection agencies
Partner with Legal on collection strategies and case management
File bankruptcy claims and represent the organization in court when required
Complete required regulatory reporting, including SARs (Title 31)
Collaborate with Legal, Casino Marketing, Internal Audit, Finance, and external agencies
Communicate with banking teams regarding account activity and payments
Participate in Credit and Collection Committee initiatives
Maintain strong partnerships with other casinos and legal entities
Prepare and maintain reports on collection efforts and credit utilization
Provide regular updates to leadership and finance teams
Update systems with account status, guest activity, and collection outcomes
Manage high-risk accounts and sensitive financial situations
Review financial documentation to assess risk and prevent loss
Establish and adjust guest credit or deposit limits as needed
Assist with SOP updates and attend relevant training or seminars
Deliver professional, high-quality customer service High School Diploma or equivalent required
35 years of casino-related experience or equivalent combination of education and experience
Minimum 2 years of customer service experience required
13 years of experience in collections, casino credit, or related field preferred
Strong understanding of collections practices, banking processes, and FDCPA regulations
Knowledge of accounting and billing procedures
Excellent negotiation, communication, and interpersonal skills
Strong analytical thinking and problem-solving abilities
High attention to detail and organizational skills
Ability to remain professional and composed in high-pressure situations
Proficiency in Microsoft Office (Outlook, Excel, Word)
Ability to learn and navigate internal database systems
Ability to obtain and maintain required gaming license Cherokee Nation Entertainment is one of the largest and most successful tribal businesses in the country. As the retail, gaming and entertainment entity of the Cherokee Nation, it owns and operates a variety of restaurants, entertainment venues, retail shops, fuel/convenience stores, golf courses, hotels, a horse racing track and an RV campground. As the brand continues to expand its offerings and footprint, CNE remains dedicated to the well-being of the Cherokee Nation and the communities that it calls home. Here's what awaits you: Health & Wellness: Choose from top-notch health plans, 24/7 Telemedicine access, and on-site health clinics (at select locations). Financial Security: Grow your future with a generous 401(k) match and paid vacation, sick time, bereavement, and holidays. Work-Life Balance: Enjoy flexible spending accounts, maternity/ paternity leave, and voluntary benefits for added peace of mind. And More: Earn incentives based on performance, refer friends and get rewarded, and enjoy discounts and holiday appreciation gifts. Immerse Yourself in World-Class Hospitality with Cherokee Nation Entertainment Thrill, excitement, and entertainment await at Cherokee Nation Entertainment, one of the largest and most successful tribal businesses in the country . As the gaming and hospitality business of the Cherokee Nation, CNE owns and operate a diverse portfolio of leading brands, including Hard Rock Hotel & Casino Tulsa, nine Cherokee Casinos across Northeastern Oklahoma, and Gold Strike Casino Resort in Tunica, Miss. Step into a world of possibilities: Gain experience delivering exhilarating gaming across electronic games, table games, and poker rooms. Help deliver legendary live entertainment from national and local acts at iconic venues like Hard Rock Live. Master your culinary craft at our diverse restaurants, from casual to upscale dining. Deliver smiles and unforgettable experiences, becoming a master of guest service and table-side magic. Help guests unwind in luxurious hotel accommodations and world-class amenities like pools, cabanas, and golf courses. More than just entertainment, we are committed to the well-being of the Cherokee Nation and the communities that it calls home . We offer exceptional career opportunities with competitive benefits and a chance to be part of something truly special.