Financial Assistance (Collections) Manager

Rockland Federal Credit Union•Canton, MA

8d•$77,000 - $82,000•Hybrid

About The Position

There's never been a more exciting time to join us! We're launching a new brand and a new name Arise Financial (formerly known as Rockland FCU) with a bold vision for the future—one built on innovation, technology, and a commitment to helping people live more and worry less. For more than a century, we've believed that banking is about putting people first. We're building on that legacy while embracing new ideas and creating an even better experience for both our employees and the members and communities we serve. If you're looking for a place where you can grow, make an impact, and help shape what's next, we'd love to hear from you.

Requirements

Five or more years of progressive leadership experience managing, coaching, and developing teams within collections, financial assistance, loss mitigation, or a related financial services function.
Strong knowledge of collections operations, delinquency management, loss mitigation, bankruptcy, foreclosure, repossession processes, and applicable federal and Massachusetts regulations, including the FDCPA.
Demonstrated ability to analyze portfolio and operational data, identify trends, assess risk, and implement strategies that improve delinquency performance and operational effectiveness.
Experience preparing operational, financial, and executive reporting for senior leadership and regulatory oversight.
Strong leadership skills with the ability to build high-performing teams, foster accountability, and develop employees through coaching and mentoring.
Excellent communication, conflict resolution, and relationship management skills with the ability to navigate sensitive member situations professionally and compassionately.
Strong analytical, critical thinking, and decision-making abilities with sound judgment in managing complex, high-risk accounts.
Advanced proficiency with Microsoft Office applications, including Excel, Word, Teams, and Outlook, and experience using reporting and data analysis tools.
Demonstrated commitment to regulatory compliance, operational excellence, continuous improvement, and delivering an exceptional member experience.

Nice To Haves

Previous experience in a credit union strongly preferred, with an understanding of member-focused collections practices and cooperative principles.

Responsibilities

Lead the daily operations of the Financial Assistance (Collections) department, overseeing delinquency management, bankruptcy, foreclosure, credit reporting, queue management, and loss mitigation activities.
Recruit, coach, develop, and manage team members through hiring, onboarding, training, performance management, scheduling, and ongoing professional development.
Direct collections and loss mitigation activities for both portfolio and investor-owned loans, ensuring timely resolution, strong internal controls, and regulatory compliance.
Prepare and present operational, financial, and risk reports for executive leadership, auditors, vendors, and the Board of Directors.
Foster a collaborative, accountable, and member-focused culture while promoting employee engagement, continuous improvement, and exceptional service.
Identify and implement workflow improvements, process enhancements, system upgrades, and operational initiatives that improve efficiency and member outcomes.
Serve as the primary escalation point for complex member situations, collaborating with internal departments, vendors, investors, and legal counsel to resolve sensitive issues.
Ensure compliance with all applicable federal and state regulations governing collections, bankruptcy, foreclosure, repossessions, credit reporting, and consumer protection.
Review and approve credit actions, including account restrictions, setoffs, service freezes, and charge-offs in accordance with Credit Union policies and Board-approved guidelines.
Analyze portfolio performance, delinquency trends, and operational metrics to identify risks, improve recovery strategies, and support informed decision-making.
Support organizational initiatives and perform additional duties and special projects as assigned.