AVP Collections - Loss Mitigation, Full-Time - Remote (AK,AZ,CA,FL,NV,TX,WA,WY)

Nuvision Federal Credit Union

2d•$79,443 - $141,087•Remote

About The Position

The AVP Collections - Loss Mitigation plans, controls, and directs the day-to-day operations of the Collections – Loss Mitigation staff. The role oversees contact with members who have delinquent loans to obtain payments and arrange repayment schedules, and administers repossession and foreclosure procedures for delinquent collateralized loans. The AVP may prepare detailed reports for Executive Leadership and Credit Committees, assigns charged-off loans to collection agencies, ensures fair and accurate credit reporting and timely dispute responses, and oversees loans assigned for legal collections or in bankruptcy. The role also contacts members with charged-off obligations to maximize recoveries and prepares daily, weekly, and monthly collection reports. This position oversees, manages, and develops the Collections – Loss Mitigation staff to support the credit union’s strategy and goals and ensure compliance with policies and procedures. It models the Member Centric culture and values and maintains a positive work environment through coaching, training, mentoring, and motivating staff. The AVP manages collection operations, quality and production, call coverage and staffing, performance standards, repossession and foreclosure processes, agency and civil litigation assignments, bankruptcy accounts, and credit report disputes. It uses analytics to forecast recoveries and supports continuous improvement and special projects. The role reports to the VP of Collections and is full-time and remote in the listed states. The stated pay scale varies by geographic work location; base pay offered may also depend on internal equity, region, knowledge, skills, and experience. Applicants must be legally authorized to work in the United States at hire and must not require employer sponsorship now or in the future.

Requirements

Four years of related experience, or a comparable combination of education, experience, and training.
At least three years of management experience.
A track record of achieving high recoveries to offset gross charge-offs.
Experience managing specialty areas including legal collections and bankruptcy.
Comprehensive knowledge of collections, including bankruptcy, repossessions, liquidations, and foreclosures.
Knowledge of workforce management administration to coordinate staff schedules.
Comprehensive knowledge of products and services.
Ability to manage a constant influx of telephone calls and interruptions.
Thorough knowledge of applicable laws, regulations, compliance practices, and Credit Union procedures, including the Fair Debt Collection Practices Act.
Excellent written and verbal communication, motivation, and negotiation skills.
Ability to train and counsel staff toward positive results.
Technical ability to build, create, and understand results.
Demonstrated ability to produce results.
Computer and software proficiency, including advanced Microsoft Office skills in spreadsheets, word processing, and presentation software, and the ability to create reports.
Ability to manage real-time and historical call volumes and reporting to support scheduling, minimize service-level impacts, and minimize overtime.
Ability to handle difficult or irate escalated calls.
Ability to manage effectively through conflict.
Ability to analyze, apply critical thinking, and solve problems related to Collections needs.
Ability to build effective working relationships, work collaboratively, and contribute as a team member.
Ability to coordinate, manage, and guide multiple priorities and projects simultaneously through completion.
Ability to work in a fast-paced, goal-oriented environment.
Courtesy, tact, and diplomacy.
Strong interpersonal and consulting skills.
Ability to compose, provide, and interpret reports using Excel or Prism.
Education equivalent to a four-year college degree, completion of specialized course study or trade school, or a comparable combination of education, experience, and training.
Must be legally authorized to work in the United States at the time of hire and must not require employer sponsorship now or in the future.

Nice To Haves

Experience in financial institutions and knowledge of financial services.
Knowledge of collection rules and regulations across collection areas and loan products, including mortgages, negative shares, and FDCPA.

Responsibilities

Manage a professional collections team, implement process improvement initiatives, and serve as the initial escalation point for collection-related matters.
Monitor and report collections and Loss Mitigation activities, conduct monthly quality and production audits, and oversee the collections portfolio.
Ensure inbound and outbound call coverage in a regional call center environment by monitoring call flows and allocating resources to meet service standards.
Monitor and manage performance standards for employees and ensure service levels and productivity expectations are met.
Lead, coach, and develop team members to achieve individual goals and support organizational objectives.
Complete annual performance goals, training plans for direct reports, performance evaluations, and recommendations for personnel actions in a timely manner.
Assist in maintaining and developing policies and procedures, and ensure compliance with them.
Drive team performance to meet standards and expectations.
Manage repossessions within established guidelines and maximize returns on repossessed and foreclosed assets.
Assign accounts to collection agencies and civil litigation.
Review bankruptcy accounts and monitor reports and agreements.
Manage credit report dispute responses and ensure disputes are answered within allotted time frames.
Support special projects as necessary.
Use analytics to forecast recoveries.
Treat team members and members with respect and participate in continuous improvement activities.
Represent the Credit Union positively and professionally, communicating effectively across the organization in writing and verbally.
Maintain confidentiality of member and other sensitive information.
Perform other related duties as assigned.