Collections Manager

State Employees Credit Union•Santa Fe, NM

1d•Onsite

About The Position

Responsible for the overall leadership, administration, and performance of the collections function. The Collections Manager provides strategic and operational oversight of delinquency management, loss mitigation, recovery efforts, repossessions, bankruptcies, charge-off practices, member payment solutions, and related vendor or legal processes. This position is responsible for developing and executing collection strategies that reduce delinquency, minimize losses, improve recoveries, and support positive member outcomes while ensuring compliance with all applicable laws, regulations, policies, and credit union standards. The Collections Manager directs daily and long-term collections operations, leads departmental staff, monitors portfolio trends, and implements process improvements that strengthen operational effectiveness and portfolio performance. All employees of State Employees Credit Union are proactive, result driven, and fully committed to the Credit Union's mission and vision. They strive to achieve the highest standards of excellence and consistently exceed the expectations established by Credit Union Management.

Requirements

Advanced knowledge of consumer lending products, delinquency management, collections operations, recovery practices, and loss mitigation strategies within a credit union or financial institution environment.
Advanced knowledge of applicable federal and state laws and regulations affecting collections, consumer communications, credit reporting, bankruptcies, repossessions, and consumer protection requirements.
Strong knowledge of collection controls, charge-off practices, workout arrangements, repossessed asset handling, and related operational and reporting requirements.
Strong leadership and management skills, with the ability to lead teams, develop employees, set performance expectations, and drive accountability.
Ability to assess complex account situations and determine appropriate action consistent with policy, risk tolerance, and member service standards.
Ability to develop, implement, and improve processes, procedures, and strategies that enhance collection performance and operational efficiency.
Ability to communicate clearly and professionally, both verbally and in writing, with members, employees, vendors, attorneys, and leadership.
Ability to handle difficult or emotionally charged situations with patience, tact, sound judgment, and professionalism.
Ability to maintain confidentiality and exercise a high degree of integrity and discretion in handling sensitive member and organizational information.
Ability to work collaboratively across departments and build effective working relationships that support enterprise goals.
Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
Proficiency in Microsoft Office Suite and applicable lending, collections, reporting, and core processing systems.
Demonstrated commitment to the credit union's mission, values, and service culture.
Education or experience equivalent to a Bachelors degree in Business Administration, Finance, Accounting, or a related field.
7 plus years' of progressively responsible experience in collections, consumer lending, credit administration, loss mitigation, or similar.
Minimum of 3 years of leadership experience, including responsibility for supervising staff, leading teams, or managing function-level operations.
Must be capable to execute all terms and conditions set forth in the Employee Handbook.
Work in a safety conscientious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace.
Adhere to policy on Drug Free Workplace.
Comply with company policies and procedures and local, state and federal regulations.

Responsibilities

Manages and leads the overall collections department, including day-to-day operations, staffing, workflow management, goal setting, performance monitoring, and long-term departmental planning.
Serves as the senior-most leader of the collections function and is accountable for department strategy, operational effectiveness, portfolio performance, compliance, and service delivery.
Supervises, coaches, and develops collections leadership and staff to ensure strong performance, accountability, service quality, regulatory compliance, and professional growth.
Develops, implements, and maintains collection strategies designed to reduce delinquency, mitigate loss exposure, improve cure rates, and maximize recoveries across the credit union's loan portfolio.
Oversees collection activities for delinquent accounts, including early-stage delinquency, late-stage delinquency, charge-off recommendations, payment arrangements, settlement activity, bankruptcies, repossessions, foreclosures when applicable, and recovery efforts.
Monitors portfolio trends and key performance indicators, including delinquency ratios, roll rates, recovery rates, bankruptcy activity, repossession volumes, loss severity, charge-offs, and collection effectiveness, and takes action as needed to address adverse trends.
Establishes departmental standards, procedures, controls, and expectations to support consistent, compliant, and member-focused collection practices.
Partners with executive leadership and other internal stakeholders to evaluate portfolio performance, identify risk trends, and recommend operational, underwriting, or policy changes that improve loan quality and collection outcomes.
Ensures collection practices are conducted in compliance with all applicable federal, state, and local laws and regulations, as well as credit union policy and internal control requirements.
Oversees complex, sensitive, or escalated member situations and provides guidance on appropriate resolutions, balancing the credit union's financial interests with sound judgment, fairness, and member service.
Directs and monitors repayment solutions, workout arrangements, extensions, deferments, modifications, settlements, and other loss mitigation efforts in accordance with policy, risk tolerance, and regulatory expectations.
Oversees charge-off recommendations and related recovery efforts to support timely, disciplined, and well-documented loss recognition and post-charge-off collection activity.
Works closely with bankruptcy counsel, repossession vendors, skip-tracing resources, insurance carriers, and other third-party providers to ensure effective, compliant, and cost-conscious management of collection-related activities.
Monitors the handling of repossessed collateral and related deficiency balances, ensuring proper coordination, documentation, disposition, and reporting.
Collaborates with loan servicing, consumer lending, indirect lending, branch operations, accounting, compliance, fraud, and other departments to support sound portfolio management and efficient account resolution.
Prepares and presents regular reporting to senior leadership regarding collection performance, trends, staffing, operational issues, compliance concerns, and strategic recommendations.
Participates in budgeting, staffing analysis, system optimization, vendor management, and technology improvements related to collections operations.
Reviews and recommends updates to policies, procedures, scripts, controls, and departmental practices to improve effectiveness, consistency, member experience, and regulatory alignment.
Supports internal and external audits and examinations by ensuring accurate reporting, appropriate documentation, and timely response to requests or findings.
Maintains knowledge of industry trends, regulatory developments, and best practices affecting collections, consumer lending, member assistance programs, and loan recovery strategies.
Perform other duties as assigned.