Director Consumer Collections

Truliant Federal Credit Union•Winston-Salem, NC

6d•Onsite

About The Position

At Truliant Federal Credit Union, collections is about more than managing risk. It is about protecting the financial strength of the credit union while helping members navigate challenging moments with respect, clarity, and sound options. As Director Consumer Collections, you will shape the strategies, standards, and team performance that reduce losses, improve recoveries, and support responsible member outcomes. This role is a strong fit for a thoughtful, decisive leader who enjoys turning complex challenges into clear action and helping teams perform at their best.

Requirements

7+ years of collections experience.
5+ years of management experience, including responsibility for team performance and operational results.
Advanced knowledge of consumer collections, bankruptcy, repossession, foreclosure, recovery, and call center practices and technology.
Working knowledge of collections and lending regulations, including FDCPA, FCRA, FACTA, TCPA, and fair lending requirements, with the ability to maintain effective operational controls.
Ability to interpret delinquency, loss, recovery, and performance data and translate findings into clear strategies, recommendations, and executive updates.
Demonstrated ability to coach employees, lead change, manage multiple priorities, oversee vendors, and make sound decisions in complex or high pressure situations.
Clear written and verbal communication skills, strong attention to detail, and intermediate proficiency with Microsoft Excel, Word, and Outlook.
Bachelor's degree or equivalent experience is required.
Comfort balancing empathy with accountability, protecting confidential information, and making timely decisions with minimal supervision when members, employees, or business partners are navigating difficult situations.

Nice To Haves

Experience leading collections within a credit union or another member focused financial institution.
A track record of strengthening collections operations through analytics, technology, process improvement, or well managed vendor partnerships.
Experience presenting portfolio trends, risk insights, and strategic recommendations to senior or executive leaders.

Responsibilities

Lead Truliant's consumer collections function, with ownership of strategy, operations, team development, compliance, and results across early and late stage delinquency, bankruptcy, repossession, foreclosure, recovery, and related activities.
Set and refine collections strategies, policies, and performance goals that reduce delinquency and charge offs while supporting fair, member focused solutions.
Use reporting, trends, and key performance indicators to identify risk, communicate insights to executive leadership, and guide timely decisions.
Coach leaders and team members, oversee third party partners, and strengthen consistent execution across complex collection and recovery activities.
Partner with senior leadership, legal counsel, vendors, and teams across the credit union to improve processes, manage the department budget, and ensure collections practices remain effective, compliant, and aligned with Truliant's culture.