Collections & Recovery Support Manager/Team Leader

Gesa Credit Union•Richland, WA

44d•$38 - $57

About The Position

Reporting to the Assistant Vice President (AVP) of Collections and Loan Servicing, the Collections & Recovery Manager/Team Leader preserves the credit union assets by controlling force placed insurance loan accounts, provides oversight on all collections support team and recovery support team. Leads all Collateral Protection Insurance (CPI) related issues, Collections and Recovery support issues and always maintain professional demeanor while collaborating with members, vendor representatives and staff.

Requirements

Ability to organize, prioritize and manage multiple complex tasks.
Ability to effectively communicate ideas and information, both orally and in writing.
Ability to maintain thorough knowledge of CPI and credit union programs, products, and services.
Ability to solve problems and exercise sound judgment when performing duties and collaborating with members.
Ability to analyze information and recommend achievable process improvements Management.
Ability to direct, train, lead and motivate staff to complete all tasks assigned accurately and within the prescribed time.
Five (5) to eight (8) years of similar or related experience (Financial Institution experience is preferred)
Experience leading, directing, training, and motivating assigned staff.
Travel is required to complete training, fulfil duties and/or perform responsibilities.
A valid Driver's License is required.
Must consistently display and maintain courtesy, tact, and diplomacy with current and potential members, peers, and staff.
Proficient with Microsoft Office programs, software, and standard office equipment. Experience with Temenos required. Experience with DNA required.

Nice To Haves

Thorough knowledge and understanding of credit union services and products preferred.

Responsibilities

Lead and provide directions to the credit union's Collections Team regarding recovery payments on charged off portfolio. This includes maintaining clear and productive lines of communication with all stakeholders.
Lead and provide direction to the credit union's management team regarding recovery efforts, functions, and results to ensure success and established goals for charge off and recovery.
In partnership with the credit union's Temenos Administrator and Information Technology department ensure that transactional functions are automated and reviewed weekly for efficiencies and accurate communication with members for placement/reimbursement of CPI premiums and recovery module enhancements in terms of charge off processes and payment files/application.
Utilize all forms of communication (telephone, text, and mail correspondence) to obtain verification of collateral insurance obtained by member to reduce exposure to the credit union as well as member.
Identify, create, and execute schedules for reports, duties, and member communication. Create procedures for job functions and assist with training of all Collection Support TM
Coordinate, with assistance from CPI vendor, training for Collections team, Loan Servicing, as well as front line, member facing staff to ensure exceptional member service.
Provide management with high-level reporting of MTD/YTD charge/refund information in relation to charge off and lending comparison.
Provide management with high-level reporting for commission reports for the recovery specialist team.
Coordinate with third party vendors all requirements to ensure recovery of assigned credit union assets. Provide updates to management of vendor productivity and any concerns or issues in the recovery efforts and results.
Oversee all charge off functions for loans, VISAs, and deposit/checking accounts to ensure the minimum loss to credit union. Assist team with preparation of monthly management reports as required.
Oversee all recovery payment transaction files and application of payments to ensure the minimum loss to credit union and assist AVP Collections and Loan Servicing with preparations of monthly commission reports.
Facilitate and oversee required testing and validation of all system integrations - vendor to DNA to Temenos.
Provide Collections team and/or Member with assistance in processing borrower claims, as well as repo damage claims and premium deficiency claims to ensure the utmost CPI program benefits are utilized.
Must understand and perform Bank Secrecy Act (BSA) functions, as applicable to job responsibilities.
Attend credit union training sessions, conferences and seminars as approved by supervisor. Maintain awareness policies and regulations related to duties and responsibilities.
Attend regular staff meetings and one-on-one meetings with manager.
Develop and maintain a prominent level of expertise around the credit union's collection software, Temenos. The Collections and Recovery Support Manager should serve as the credit union's subject matter expert on the CPI system, Recovery payment application and continuously work to improve system processes, workflows, and procedures, maximizing staff efficiency and effectiveness. This includes supporting outside departments and vendors during upgrades and conversions.
Develop recommendations for cost efficiencies, process improvements, pricing, and enhancements to CPI and Repossessions by monitoring trends in loan performance.
Maintain a dependable record of attendance and timeliness.
Maintain and protect all sensitive data utilizing the highest standard of confidentiality and professionalism. Consistently display respect for all areas of diversity and levels of knowledge.
Display leadership values, act in the best interest of the credit union. Lead by example, control risk, and manage/operate in a safe manner.