Collections Assistant Manager

O. C. Credit Union•Santa Ana, CA

4d•$81,000 - $90,000•Onsite

About The Position

Are you a passionate leader who thrives in a dynamic, people-focused environment? Do you believe in coaching with heart, mentoring with purpose, and driving performance through empowerment? Apply today and help us build brighter financial futures — one member at a time. At Orange County’s Credit Union, we don’t just offer banking services, we create meaningful relationships that empower our members and enrich our community. With over 85 years of trust, $2.5+ billion in assets, and 140,000+ members, we’ve built a reputation for excellence—and we’re just getting started. Our commitment to people, performance, and purpose has earned us the #1 spot in the Orange County Register’s 2025 and 2024 Best Credit Union list, and the voices of our employees have earned us the Peter Barron Stark Award for Workplace Satisfaction. When you join us, you’re not just taking the next step in your career; you’re joining a team that loves where they work. We’re looking for a Collections Assistant Manager who brings energy, empathy, and excellence to every interaction. This is your opportunity to make a meaningful impact by supporting our members through life’s financial challenges while leading a high-performing team to success.

Requirements

College degree in business or related field or equivalent knowledge.
Three to five years relevant collection and recovery experience in a financial institution. Experience in customer relations, problem resolution and error correction.
Two years of supervisory experience.
Knowledge of the Fair Debt Collections Practices Act, Reg B and Reg Z, bankruptcy procedures, delinquency activities and financial counseling.
Able to manage and execute multiple complex projects within required timelines and expectations.

Responsibilities

Partner with the Loan Servicing Manager to guide daily operations of the Collections Department.
Coach, mentor, and inspire Supervisors, Team Leads, and Collectors to deliver exceptional service and results.
Manage collections strategies to reduce delinquency, improve recovery, and retain members.
Identify and implement process improvements that streamline workflows and elevate member outcomes.
De-escalate complex member situations with empathy and professionalism.
Ensure staff confidently explain hardship programs, repayment options, and debt protection products.
Provide expert guidance on real estate loan loss mitigation, including forbearance and loan modifications.
Assist in annual planning, goal setting, and departmental roadmap development.
Prepare insightful reports for senior leadership and compliance reviews.
Stay current on FDCPA, TCPA, UDAAP, Bankruptcy laws, and more.
Update policies and procedures to reflect regulatory changes.
Support foreclosure proceedings and maintain business continuity practices.