Collections Manager

SAFE Credit Union•Folsom, CA

3d•$102,000 - $120,000•Hybrid

About The Position

Responsible for managing and strategizing SAFE’s collection efforts. Develop and motivate a high performing team to ensure strong employee engagement and job satisfaction. Lead and direct team to ensure proper collection efforts for Consumer Loan and Real Estate delinquencies. Ensure SAFE is in compliance with all State and Federal compliance requirements related to collections and the recovery processes. Ensures SAFE achieves delinquency and charge off goals by practicing proactive collection efforts and following prudent collection techniques. Develop strategy to plan and implement collection procedures and processes to efficiently and effectively minimize losses for the Credit Union. Ensure all loan collateral is insured per SAFE’s policy limits. Responsible for all aspects of the recovery process, which includes repossessions, foreclosures, OREO’s, third party collections, recoveries, bankruptcies, and the sales and use tax process. Carries out managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Manage department expenses to budget. Develop meaningful and measurable goals for all employees in this functional area.

Requirements

Bachelor's degree from four-year College or University; or ten plus years related experience and/or training; or equivalent combination of education and experience.
Demonstrated team player.
Strong organizational skills.
Ability to coordinate multiple projects and processes concurrently.
Excellent communication and interpersonal skills.

Responsibilities

Manage the teams assigned to Collections and Recovery.
Develop and track goals for the team and for each employee.
Trains, directs, and appraises personnel.
Provide coaching as applicable.
Motivate team to achieve goals through employee recognition efforts that support employee engagement and commitment to results.
Balance successful collection and recovery strategies with excellent member service; keep members top of mind, and lead by example by maintaining a member-focused mindset.
Manage the SMS collections channel, including monitoring response times, tracking performance metrics, and ensuring timely execution of strategies to meet compliance and recovery goals.
Support department/division-level reporting, as needed.
Develop and conduct an annual performance review on each employee by the assigned due dates.
Perform at minimum, monthly reports pertaining to the Collection Officer’s performance.
Ensure all subordinate areas of responsibility support credit union objectives.
Work with members to identify financial problems and leverage loss mitigation programs to develop workable solutions.
Assist in development of the annual budget for all income and expense accounts assigned to the Collections and Recovery teams.
Manage the teams within the approved budget.
Manage, track and analyze trends pertaining to collection efforts (delinquency, skip tracing, small claims, judgments, etc.); identify areas falling short of expectations and adjust process, staff assignments, and/or elevate with vendors, as needed.
Manage, track and analyze trends pertaining to recovery efforts such as repossession, foreclosures, third party assignments, OREO’s, and bankruptcies.
Maintain awareness of all State and Federal compliance requirements related to the collection of accounts.
Implement changes as applicable.
Manage vendor relationships (Temenos, outsourcing, attorneys, State National, third-party collection agencies, repossession, etc.) to ensure their results support the objectives of the team (turnaround times, etc.).
Manager the at-risk real estate loans.
When applicable, accumulate information on properties in default and submit recommendations to the EVP Chief Operating Officer, VP of Credit Risk, and AVP, Loan Servicing.
Prepare and submit necessary documents for foreclosure.
Monitor foreclosure progress and attend the trustee sale when applicable.
Oversee the OREO process.
Manage the Temenos system and provide training with the new system releases.
Manage the liquidation process on repossessed vehicles and prepare monthly repossession reports.
Report on loan charge-offs and ensure charge-offs are assigned to third-party agencies according to policy.
Collaborate on collection and recovery efforts with other divisions, such as finance, as needed.
Represent SAFE at legal proceedings which pertain to the collection and recovery process.
Responsible for oversight of the annual 1099-A & C forms and submissions.
Research and resolve escalated member inquiries and issues, including those handled by vendors; respond to member complaints addressed to SAFE’s regulatory bodies and/or executive team.
Act in part as Records Retention Coordinator for the team.
Coordinate and provide documentation, data, and process explanations to support internal and external audits, ensuring timely responses and adherence to regulatory and compliance requirements.
Interact professionally with all levels of management and staff, demonstrating the ability to provide presentations, lead meetings, and facilitate engaging discussions, as needed.
Recommend new products/programs to support the collection functions.
Act as project manager to implement new loan programs and/or process improvements.
Work closely with Loan Servicing Management to improve processes and create efficiencies on items relevant to both areas (i.e. hardship deferrals, workout programs, forbearances, etc.).
Ensure assigned general ledger accounts are reconciled and submitted to Accounting within the appropriate time frames.
Complete other duties as assigned.

Benefits

full medical, vision, dental, 401k matching, HSA, and FSA
Professional Development Opportunities: Offering training programs, workshops, and mentorship.
Recognition and Appreciation: Regularly acknowledging employee achievements and contributions.
Flexible Work Arrangements: Providing options for remote work and flexible scheduling.
Positive Company Culture: Fostering an inclusive, collaborative, and supportive work environment.
Career Growth: Clear paths for career advancement and internal promotions.
Work-Life Balance: Encouraging a healthy balance between professional and personal life.
Employee Empowerment: Allowing employees to make decisions and have autonomy in their roles.
Space of Belonging: ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging.
Wellness Programs: Promoting physical and mental health through wellness initiatives and resources.
Strong Leadership: Having leaders who inspire, support, and guide their teams effectively.
Sense of Purpose: Creating a sense of mission and aligning company goals with employees' personal values.