Director of Collections & Recovery

Advia Credit Union•Oshtemo Charter Township, MI

7d•$114,954 - $137,944•Hybrid

About The Position

The Director of Collections and Recovery is accountable for leading and advising the Collections and Recovery departments, utilizing expertise to guide best practices and department strategy. The Director of Collections and Recovery will oversee and manage the Collections and Recovery departments, providing expert guidance and leadership to drive operational effectiveness in a leadership capacity. The primary focus is on supporting the credit union’s strategic objectives, ensuring efficient operations, excellent member service, and continuing to drive progress within the collections and recovery functions. This position will foster exceptional service for both internal and external members, as defined by living and demonstrating the core values of the credit union; Act with Integrity, Drive Progress, Build & Strengthen Relationships and Keep People at the Core.

Requirements

Eight years to 10 years of similar or related experience, including preparatory experience.
A college degree and a professional certificate or a post graduate degree.
The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.
Specific experience in debt collection required.
Must be willing to travel throughout Michigan on routine basis for court appearances and other purposes.
Must be comfortable with minimal administrative support.
Excellent negotiation skills.
Strong computer skills and/or experience with document management systems.
Knowledge of the legal and regulatory framework affecting consumer collections including but not limited to CFPB rules, the FDCPA and applicable state laws.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
Must be capable of climbing / descending stairs in emergency situation.
Must be able to operate routine office equipment.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
Must be able to work extended hours whenever required or requested by management.
Must be capable of regular, reliable and timely attendance.
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
Must be able to read and carry out various written instructions and follow oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Responsibilities

Provides strategic vision and leadership to manager(s) and individual contributors in their downline by inspiring and building a high-performing team. This includes but is not limited to maximizing productivity, efficiency, and innovation within the scope of the department’s responsibility while staying connected to the credit union's strategic vision, mission, and goals.
Leads the overall strategy, design, and execution of collections and recovery programs across multiple loan products (e.g., auto, mortgage, credit card, personal, commercial real estate loans, etc.) and all delinquency stages including bankruptcy, optimizing cure rates and liquidation. Builds sophisticated contact strategy capabilities, leveraging member segmentation, channel optimization (digital, phone, mail), and rigorous test-and-learn approaches.
Identifies and drives operational efficiencies through process re-engineering, Request for Proposal (RFP) processes for new technology, and system integration, ensuring cost-effective and compliant operations. Partners closely with Compliance to ensure absolute adherence to all applicable state and federal regulations, including Fair Debt Collection Practices Act (FDCPA), Reg F, UDAAP (unfair, deceptive, or abusive acts or practices), bankruptcy laws and processes, etc. mitigating regulatory exposure.
Cultivates a learning environment that supports professional development, continuous skill building, and career growth. Promotes collaboration and effective communication within the team and across departments.
Owns third-party vendor relationships management across pre- and post-charge-off collections; sets performance expectations, monitors detailed scorecards, and drives accountability for collection and recovery goals.
Oversees the collection of past due consumer, indirect, commercial, and residential mortgage loans, including restructuring or liquidation of collateral on non-accrual and classified loans. Proactively secures and manages the disposition of repossessed collateral for all secured loans (e.g., vehicles, shares, real estate, etc.). Establishes, monitors, and reports on KPIs for all recovery programs, including cure rates, liquidation rates, Right Party Contact (RPC) rates, Quality Assurance (QA), and compliance metrics. Implementing results, metrics, and develop accountability standards.
Influences stakeholders and the Executive Team with clear, concise, and data-driven insights and recommendations on portfolio health, recovery performance, and strategic direction. Represents the collections organization in key cross-functional forums focused on enhancing member experience, defining regulatory strategy, and managing portfolio risk.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.