As of October 2026, TSI’s Accounts Receivable Management (ARM) service collects past-due and charged-off loans and card balances for credit unions, in your name before charge-off and in TSI’s name after. Settlements, payment plans and credit reporting follow your rules. TSI’s Loan Servicing (via UAS) team can also service education loans your credit union holds.
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub
What members-first collections costs you today
A bank can afford to lose a delinquent customer. You can’t, really. The member who’s 60 days late on an auto loan also has a share draft account, a card and a vote at your annual meeting.
That’s the bind credit union collections managers describe. Push too hard and you lose the relationship. Go too soft and the charge-offs show up in your next exam and your next board packet.
"Our team is three people and a dialer"
Small collections staffs can’t call every early-stage account and still work charged-off balances. The aged accounts get the leftovers.
"We can't see what our agency is doing"
You’re accountable for your vendors, and NCUA says it has no authority to examine them for you (NCUA, March 2022). The oversight is yours to prove.
"Members complain to the board, not to us"
A rude call from an agency lands on a director’s desk. Tone matters more here than at any bank.
"We started lending for school and nobody runs it"
Education loans need billing, deferments and credit reporting that a branch-based team wasn’t built for.
How TSI works your accounts
- Set your rules before the first call
You approve scripts, letters, settlement limits and payment-plan terms. TSI writes them into a client-specific operating procedure that every collector on your accounts follows. - Contact members in your name before charge-off
First-party collectors call, text, email and write under your brand. Members pay you through the channels you choose, and the conversation sounds like your call center on a good day. - Recover in TSI’s name after charge-off
Charged-off balances move to third-party collection, with skip tracing to find members who’ve moved and payment plans inside your limits. Accounts you approve for suit go to a law firm in TSI’s network. - Handle disputes and complaints as records
A dispute pauses collection on the account while TSI gets documents from you and answers in writing. Complaints go to TSI’s Consumer Affairs team, which traces each one to a root cause. - Report so you can oversee
You see account activity and collector notes in the client portal, plus recordings where your program allows. Compliance scores collector calls on 28 compliance attributes, and new collectors start with 80 hours of training.
TSI services that fit credit unions
First-party collections
Early-stage calls and letters in your credit union’s name, before charge-off. First-party collections
Third-party collections
Recovery on charged-off loans and cards in TSI’s name, across first and later placements.
Legal recovery
Suits filed through TSI’s managed attorney network, only on accounts you approve.
Loan servicing (via UAS)
Billing, payments, deferments and credit reporting for education loans you hold, with borrowers using the UAS Connect portal.
If you’re comparing agencies for a bank or lender portfolio too, collections for banks and lenders covers card, installment and auto receivables in more depth.
Rules that shape credit union collections
Your vendor oversight duty comes from NCUA’s information security guidelines. Appendix A to 12 CFR part 748 says each credit union should exercise due diligence in selecting service providers, require them by contract to protect member information, and review their audits or test results where its risk assessment calls for it.
NCUA can’t examine your agency directly. Its March 2022 paper says it “does not have authority to examine these vendors,” so the evidence has to come from you and the vendor.
Third-party collection on consumer accounts follows the Fair Debt Collection Practices Act and Regulation F, including the Regulation F call limits. State licensing applies too: TSI is licensed or registered in every state that requires it and authorized to collect in all 50 states, DC and Puerto Rico (NMLS ID 950422), and you can check any agency’s licenses in the state registries.
TSI works accounts on your behalf and doesn’t buy them. Mortgage servicing and indirect auto dealer programs aren’t covered on this page, and each portfolio is quoted on its own.
Frequently asked questions
Can TSI collect in our credit union's name?
Yes, before charge-off. First-party collectors work under your brand and scripts, and members pay you directly. After charge-off, accounts can move to third-party collection in TSI’s name.
How do we show NCUA examiners that we oversee our agency?
Keep the contract terms on member data, TSI’s audit reports, call-quality scores and complaint root causes in one file. TSI supports client audits and sends the reporting your program sets.
Will TSI report our members to the credit bureaus?
Only when you direct it, and only on accounts and timing you approve.
Can TSI service the student loans our credit union makes?
TSI’s Loan Servicing team, UAS, services education loans for lenders and schools, and borrowers see and pay their loans in the UAS Connect portal.
Do we have to move our whole charged-off book at once?
No. Many credit unions start with one segment, such as a first placement tier, and compare it with their current agency.
See what one segment of your accounts could return
The Recovery Performance Diagnostic sets baseline economics on one portfolio or tier, reviews complaints and contact strategy, and designs a carve-out you can measure. Run your current agencies through the agency net-back calculator first.
General information, current as of October 27, 2026. It isn’t legal advice. Rules change and differ by state, so check the sources linked here and talk to your own counsel before you act on it.