Credit Resolution & Recovery Manager

VANTAGE CREDIT UNION•Weldon Spring, MO

4d•$80,000 - $85,000•Onsite

About The Position

The Credit Resolution & Recovery Manager leads the daily operations and employees of the Credit Resolution Department, overseeing delinquent-account collections and recovery activities across consumer, mortgage, credit card, and business loans. The role manages department performance, staff development, collection strategies, account resolutions, portfolio reporting, compliance, vendor relationships, and continuous improvement. The manager collaborates with the Vice President, Operations & Risk and departments including Lending, Finance, Compliance, and Fraud to support portfolio performance, risk management, and member-focused service. The position is based at the Admin Building in Saint Charles, Missouri.

Requirements

Minimum of five years of progressively responsible experience in financial services, lending, collections, member service, call center operations, loan servicing, recoveries, or related functions.
Minimum of three years of supervisory or leadership experience, including employee coaching and development.
Strong leadership, interpersonal, analytical, and communication skills, including verbal, written, listening, and presentation skills.
Ability to lead employees, manage priorities, resolve complex issues, and make sound decisions within established authority.
Ability to coach, motivate, develop, and hold employees accountable.
Strong organizational, prioritization, and time-management skills; sound judgment, problem-solving, and decision-making capabilities.
Effective negotiation, de-escalation, and conflict-resolution skills.
Ability to analyze portfolio trends, operational performance, and risk indicators.
Strong attention to detail and knowledge of documentation and compliance requirements.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with core processing systems, collection platforms, reporting tools, and Microsoft 365 applications.
Commitment to professional, member-focused service while balancing loss mitigation and risk management objectives.
Demonstrated knowledge of consumer lending, collections, recovery practices, loss mitigation, bankruptcy administration, repossessions, loan modifications, workout strategies, credit reporting, and applicable compliance requirements, or ability to quickly acquire and apply such knowledge.
Working knowledge of consumer collections, recovery practices, bankruptcy administration, repossessions, estate recovery, loan modifications, workout strategies, credit reporting, and collection compliance requirements.

Nice To Haves

Bachelor’s degree in Business Administration, Finance, Accounting, Management, or a related field; equivalent relevant experience may be considered.
Experience in a credit union, bank, financial institution, or high-volume member/customer environment.
Experience managing service, operations, collections, or support teams with responsibility for performance metrics, quality standards, process improvement, and member/customer experience.
Experience with Temenos, Symitar, CRM platforms, workforce management systems, or comparable financial institution and call center technologies.
Professional collection, lending, risk, or credit union certifications.
Continuing education through industry training, seminars, certifications, conferences, and professional development.

Responsibilities

Direct and manage daily department operations, workflows, priorities, and activities.
Supervise, coach, develop, and evaluate employees; set expectations and provide feedback, training, mentoring, and professional development.
Monitor staffing, workloads, productivity, service quality, and employee performance; promote accountability, teamwork, and continuous improvement.
Partner with Human Resources and the Vice President, Operations & Risk on recruitment, onboarding, performance management, employee development, and corrective actions.
Approve employee schedules, time records, and attendance records.
Oversee collections for delinquent consumer, mortgage, credit card, and business loan accounts; monitor trends and implement approved strategies.
Oversee repossessions, foreclosures, bankruptcy accounts, estate claims, deceased-member accounts, charged-off loans, judgments, skip tracing, and collection-agency placements.
Review and approve settlement arrangements, payment plans, loan modifications, and workout programs within established authority; escalate exceptions, significant exposure, high-risk cases, and policy deviations.
Ensure timely charge-off processing and oversee negative share account collection, reporting, and recovery activity.
Monitor and analyze portfolio indicators, including delinquency trends, roll rates, charge-offs, recoveries, bankruptcy losses, repossessions, loan modification performance, and negative share exposure.
Prepare monthly, quarterly, and annual departmental reports; assist with Board, committee, examiner, auditor, regulatory, and financial reporting.
Identify emerging risks and performance gaps, recommend corrective actions, conduct account-level reviews, and recommend collection strategies and recovery opportunities.
Ensure compliance with applicable consumer protection, debt collection, bankruptcy, credit reporting, servicemember protection, privacy, state requirements, and internal policies and procedures.
Maintain departmental procedures and monitor disputes, member complaints, E-Oscar responses, credit reporting disputes, and regulatory inquiries.
Coordinate internal audits, quality reviews, issue remediation, corrective actions, documentation, record retention, and control practices; arrange periodic legal and compliance reviews of collection materials and processes.
Serve as primary operational contact for collection-related vendors and monitor their performance, service levels, expenses, contractual compliance, and effectiveness.
Participate in vendor due diligence, risk assessment, ongoing monitoring, and issue resolution; recommend vendor or service changes to the Vice President, Operations & Risk.
Identify operational improvements and participate in system enhancements, process improvement initiatives, and enterprise projects.
Assist with business requirements, user acceptance testing, implementation, and post-implementation reviews for collection and recovery systems.
Ensure effective use of technology, automation, queues, reports, and workflow tools; maintain documented workflows, procedures, desk guides, and operational standards.
Collaborate with Lending, Finance, Compliance, Fraud, and other departments to improve portfolio performance and member outcomes.
Participate in management and departmental meetings, committees, and project teams; serve as a subject matter expert in collections, recoveries, and loss mitigation.
Assist with budget planning and manage approved expenditures within assigned authority.
Perform other duties and special projects as assigned by the Vice President, Operations & Risk.