Account Resolutions Manager

General Electric Credit Union

About The Position

Serving as an operational leader and strategic partner, the Account Resolution Manager oversees the account resolution and collections teams to ensure effective, quality and compliant management of delinquent member accounts while leveraging data analytics to drive overall collections strategy execution, business process optimization, performance analytics, and technology enablement.

Requirements

High School Diploma or GED required
At least five years of collections, recovery or financial lending services experience
Two or more years of supervisory experience managing operational teams
Demonstrated success leading process improvement initiatives utilizing data, reporting, and analytics to drive business decisions
Proven track record of partnering with leaders and stakeholders to facilitate project execution
Strong leadership, coaching, and team member development skills
Excellent communication, negotiation, and problem-solving abilities
Strong knowledge of consumer lending, collections operations, and applicable regulatory requirements
Deep analytical mindset with the ability to interpret data, identify performance improvement opportunities and execute strategies to drive improvements
Thorough experience with business process improvement, workflow analysis, and operational optimization
Ability to collaborate effectively across business, operations, compliance, and technology teams
Proficiency with business applications, reporting tools, and Microsoft Office products

Nice To Haves

Bachelor's degree in related field of study preferred

Responsibilities

Consistently evaluate and improve collection workflows, procedures, and operating practices to increase efficiency through process redesign, automation, and technology enhancements
Develop reporting, dashboards, and operational insights to support leadership decision-making with the ability translate operational data into actionable recommendations
Monitor and analyze key performance indicators including delinquency, cure rates, productivity, promise-to-pay performance, and portfolio trends
Develop and implement strategies that improve delinquency performance and member resolution outcomes
Manage collections and account resolution team member activities to achieve departmental goals, foster a high degree of performance management and enhance professional development
Partner across various teams within the credit union to improve collection effectiveness, streamline workflows, and deliver measurable business results including implementation and optimization of technology systems and tools
Execute strategies for effective management of delinquent member accounts while balancing financial performance, regulatory compliance, operational excellence, and member experience
Maintain, implement and enhance departmental policies, ensuring accountability standards for collections and account resolutions team members
Manage escalated member issues, complex account situations, and team member concerns
Identify trends, risks, and opportunities and recommend actions that improve business outcomes and support workforce and strategic planning initiatives
Monitor operational practices to ensure consistent compliance and risk mitigation, maintaining audit readiness and corrective action planning as necessary
Ensure adherence to applicable regulatory requirements, staying abreast of regulatory changes, industry best practices, and emerging collections trends ensuring collections and account resolutions teams remain knowledgeable