Collections Manager

Pacific Service Credit Union•Concord, CA

27d

About The Position

At Pacific Service Credit Union, we are committed to strengthening our members' financial future through trustworthy practices, superior products, and exceptional service. The Collections Manager is responsible for organizing, planning, supervising, and directing the activities of the Collections Department. The position is pivotal in ensuring loan services operations' efficient, effective, and accurate performance to meet and uphold Service Level Agreements (SLAs). This role encompasses establishing accountability measures and formulating key performance indicators (KPIs) to maintain high service standards. This position manages and coordinates the collection, recovery, and other activities that minimize the credit union's loan losses, while ensuring departmental and credit union strategic and business goals are met or exceeded. This position will lead in demonstrating and promoting credit union values and service culture.

Requirements

Two-year College graduate or equivalent; Bachelor's degree preferred. College coursework in business, finance, or accounting is strongly preferred
Five to seven years of progressive collections experience working with consumer and mortgage loan delinquencies.
Must have experience in handling escalated member calls.
Minimum of three (3) years in a supervisory capacity. Proven success in achieving or exceeding company goals.
Software Application Knowledge of Temenos/Akcelerant and Symitar is preferred.
Proficient in Microsoft Office suite including Outlook, Excel, Word and, OneNote, Knowledge of E-Oscar, and PACER required.

Nice To Haves

Thorough knowledge of collections, bankruptcy procedures, and legal requirements, such as Fair Debt and Collections Practices Act.
Excellent written and oral communication.
Must be a self-starter who can successfully follow projects through to completion with minimal supervision and meet deadlines in a fast-paced environment.
Ability to work effectively, quickly and adapt to change, answer telephones, and handle difficult member and employee situations as needed.

Responsibilities

Oversees the Loan Services Department, playing a pivotal role in achieving departmental strategic objectives. Sets performance goals and expectations, conducts regular one-on-ones, and leads performance evaluations for all direct reports.
Responsible for the effective and efficient administration of collections, recovery, and other activities that minimize the credit union's losses.
Review and analyze delinquent loan and negative share accounts for charge-off recommendations to the Board of Directors.
Responsible for handling bankrupt accounts, including representing the Credit Union at legal proceedings and negotiating with attorneys on bankruptcy and other legal matters.
Coordinate an ongoing portfolio review and analysis process to make decisions regarding account blocking, closures, and credit line adjustments.
Oversee the vehicle repossession process, real estate foreclosures, and coordinating with third parties to maximize the value of collateral disposition.
Demonstrates effective leadership by establishing clear objectives, delegating tasks, and maintaining open lines of communication with the team. Regularly convenes staff meetings to disseminate updates on policy, procedures, and legal developments while actively addressing areas needing improvement.
Ensure staffing levels align with business needs and member service standards. Responsible for interviewing and hiring staff as needed.
Develop KPIs and design metrics to measure the effectiveness and efficiency of the department's processes and team members. Responsible for achieving and maintaining acceptable SLAs within the loan services operations.
Work directly with delinquent members for restoring their accounts to good standing. Engage in discussions about potential financial arrangements, inform members about possible legal actions, and offer or suggest financial counseling to reach mutually acceptable payment arrangements.
Manage the relationship with third-party collection resources, ensuring that they conduct their activities in alignment with PSCU's philosophy and regulations and ensuring optimal performance in these relationships.
The Collections Manager will ensure collection activities follow state and federal regulations and Pacific Service Credit Union (PSCU) policies and procedures. Monitor and control credit disputes processes to comply with FCRA requirements.
Prepare and present regular reports to management on lending activity, team performance, and strategic initiatives.
Lead or participate in projects related to system implementations or process improvements. Define goals, timelines, deliverables, and resources for lending-related projects.
Develop, implement, and regularly review lending policies and procedures to ensure regulatory compliance and alignment with organizational goals.
Collaborates in formulating the Loan Services budget in alignment with the Credit Union's strategic plan and goals.
Actively participates in external and internal audits and regulatory examinations, as necessary.
Maintain regular and reliable attendance, including punctuality, are essential to achieving organizational excellence.

Benefits

Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents.
401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. All employees are vested at 100% for the employer match beginning the first day of employment.
Bonus program: All employees are rewarded for attaining our annual organizational goals.
Tuition Reimbursement program for employees eligible after six months of service.
Recognition program where employees can be nominated by management, their peers or by members.
Employee referral bonus.
Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.
Employees are eligible to receive a consumer loan rate discount.
Vacation and sick time: Full-time employees receive more than two weeks' vacation per year, 11 paid holidays and 10 days of sick leave.

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