Account Resolution Manager

VELOCITY CREDIT UNION•Austin, TX

4d•Hybrid

About The Position

Velocity is hiring an Account Resolutions Manager! We are looking for a thoughtful, results-driven leader who can balance strong financial outcomes with great member service while helping our Account Resolutions team thrive. At Velocity, we are committed to helping our members and their families achieve more by delivering exceptional service and value. Our culture is rooted in empathy, collaboration, and a shared sense of purpose. We believe in meeting people where they are, staying curious, and working together to create better outcomes. We strive to positively impact the financial well-being of our community, one member at a time.

Requirements

Bachelors degree in finance, economics, or a related field required; substantial directly related professional experience may be considered in lieu of a degree.
Minimum of five years experience in a credit union, banking, or financial services environment in collections, asset recovery, or credit risk management required.
Three (3) years of management or team leadership experience is required for placement at the Manager level.
Strong communication and conflict-resolution skills, with experience handling challenging conversations and escalated situations.
A continuous improvement mindset with experience identifying opportunities to improve processes, efficiency, and the overall member experience.
Passion for providing outstanding service and a positive attitude.
Ability to work in a fast-paced environment with high attention to detail.
Ownership of the customer experience through issue resolution.
Adaptable to a productive team environment where knowledge is shared, and feedback and coaching are welcomed.
Effective time management and flexibility to work department hours.

Responsibilities

Lead a team responsible for helping the credit union effectively manage delinquent and charged-off accounts while balancing financial results with a positive member experience.
Coach and develop your team, set performance expectations, monitor results, and create an environment where employees feel supported, accountable, and motivated to do their best work.
Analyze departmental trends, quality metrics, and processes to identify risks, solve problems, and find opportunities to improve how things work.
Partner closely with leadership and teams across the credit union to share insights, improve processes, manage third-party vendors, and support strategies that strengthen our overall financial performance.