Assistant Manager Collections

Space Coast Credit Union • Hollywood, FL

282d

About The Position

The Assistant Manager of Member Resolutions will lead the Member Resolution team in accordance with policies, procedures, and departmental goals. The team's primary function is to communicate and make arrangements with members to facilitate the repayment of delinquent loans and credit cards. This position is on-site.

Requirements

• Three years or more of similar or related experience.
• A Bachelor's Degree.
• Good communication skills.
• Experience in Symitar by Jack Henry core and collection system collections platform is preferred.
• Proficient in Microsoft Word and Excel (advanced skills).
• Comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, Credit Card Act, FDCPA, and TCPA.

Responsibilities

• Provide leadership to the Member Resolution collection staff, including assisting with staffing, staff training, performance management, coaching, and mentoring.
• Perform call monitoring and provide feedback to the staff.
• Provide outstanding service to each member as defined by the credit union's Service Standards and Promises and present process improvement ideas to management.
• Oversee the Member Resolution collection staff in contacting members by telephone, text, and email to identify and resolve repayment deficiencies and establish proper loan and credit card repayment arrangements.
• Maintain daily, weekly, and monthly delinquency reports.
• Actively review the Member Resolution collection staff's Queues to ensure KPIs are met and recommend legal, repossession, skip tracing, and other actions to assist in initiating and monitoring special collection activities to the Member Resolution Manager.
• Oversee the ordering and reviewing of credit bureau reports when reviewing delinquent accounts, processing orders and reviewing credit bureau reports, processing order modifications, and TDRs in accordance with policy and procedure.
• Investigate and report on member complaints, including any complaints from members to the credit union's regulatory agencies.
• Consistent review of delinquency queues to ensure proper follow-up and documentation of accounts by the collectors and no gap in working the accounts and chargebacks.
• Work with collectors to help each one reach their monthly financial goal by ensuring they meet the call count requirement and collect their assigned goal each month, for each assigned product and bucket.
• Maintain knowledge of B.S.A. Compliance, FDCPA, and TCPA.
• Other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree