Assistant Collections Manager
About The Position
The Assistant Collections Manager supports the overall operations of the Collections Department by assisting in the leadership, development, and oversight of collection staff while actively managing delinquent accounts across consumer, credit card, indirect, commercial, and real estate loan portfolios. This role serves as a subject matter expert in collections, loss mitigation, bankruptcy, foreclosure, repossession, recovery practices, and mortgage servicing requirements while ensuring compliance with all regulatory requirements and organizational policies. Working closely with the Collections & Loss Mitigation Manager, the Assistant Collections Manager helps drive departmental performance, minimize delinquency and charge-offs, improve recovery efforts, and deliver exceptional member service through effective problem-solving and financial counseling. This position provides day-to-day leadership and coaching to hourly collections staff, serves as a resource for escalated member situations, supports legal recovery efforts, and assists in executing departmental strategies related to collections, loss mitigation, and asset recovery.
Requirements
- Bachelor's degree in a related field preferred; or an equivalent combination of education and experience.
- Minimum of five years of collections experience, including consumer and/or real estate collections.
- Previous leadership, supervisory, or coaching experience preferred.
- Knowledge of loss mitigation, mortgage servicing, foreclosure, recovery, and collection practices.
- Working knowledge of applicable collection regulations, consumer lending, and credit union operations.
- Proficiency with Microsoft 365 applications.
- Strong leadership, coaching, and employee development skills.
- Knowledge of consumer and real estate collections, loss mitigation, and recovery processes.
- Strong analytical, problem-solving, and decision-making abilities.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities while maintaining accuracy and attention to detail.
- Ability to build relationships and effectively work with members, attorneys, vendors, and internal departments.
- Represents FPCU with professionalism and purpose, communicating with members through respectful and solution-focused verbal and written communications that support a member-focused experience.
- Engages in effective interpersonal communication, diplomacy, and collaboration skills to develop productive relationships, encourage cooperation, and support positive member and employee experiences. Maintains compliance with all applicable policies, demonstrating integrity, respect, and accountability while handling sensitive information and complying with FPCU policies, regulatory expectations, and confidentiality requirements.
- Ability to apply logistical reasoning, analytical skills, and professional judgment to define and solve problems with effective and compliant solutions.
- Adaptable, resilient, and comfortable navigating change in a fast-moving environment
- Embraces innovation and continuously seeks better ways to serve members and support teams
Responsibilities
- Assist the Collections & Loss Mitigation Manager in overseeing the daily operations of the department and supervising hourly staff.
- Provide coaching, training, performance feedback, and support to ensure departmental goals and service standards are achieved.
- Serve as a departmental resource for complex collection, recovery, loss mitigation, and member service issues.
- Support departmental initiatives and serve as acting leader in the absence of the Collections & Loss Mitigation Manager.
- Manage complex delinquent consumer, credit card, indirect, commercial, and real estate loan accounts.
- Work with members to identify repayment solutions, loss mitigation options, and foreclosure alternatives that support positive outcomes while minimizing risk.
- Oversee and support collection-related activities including bankruptcy, foreclosure, repossession, probate, garnishments, levies, and recovery efforts.
- Monitor portfolio performance, delinquency trends, recoveries, and key performance indicators, recommending strategies to improve results.
- Partner with attorneys, investors, title companies, collection agencies, and other third parties to support loss mitigation, legal actions, and recovery efforts.
- Ensure collection, loss mitigation, and recovery activities comply with all applicable laws, regulations, servicing requirements, investor guidelines, and credit union policies.
- Maintain current knowledge of mortgage servicing regulations, loss mitigation requirements, and industry best practices.
- Assist with audits, policy updates, process improvements, and regulatory examinations.
- Resolve escalated member concerns with professionalism, empathy, and sound judgment.
- Collaborate with internal departments to support organizational goals and enhance the member experience.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
