Financial Assistance Team Leader

Rockland Federal Credit • Canton, MA

10h • $66,315 - $68,893 • Hybrid

About The Position

Rockland Federal Credit Union (RFCU) is seeking a Financial Assistance Team Leader. Reporting to the Financial Assistance Manager, this role provides day-to-day coaching, guidance, and performance oversight for the team while supporting departmental efforts to reduce delinquency.

Requirements

• 5+ years of experience leading, mentoring, or coaching staff in a team environment
• Strong proficiency in Microsoft Office (Excel, Word, Outlook, Teams)
• Credit union or financial services experience preferred
• Solid understanding of collections practices, credit risk, and applicable regulations (including FDCPA and MA state regulations)
• Experience analyzing data and using insights to drive performance

Nice To Haves

• Credit union or financial services experience preferred

Responsibilities

• Coach, mentor, and support team members to meet performance, compliance, and development goals
• Partner with the Financial Assistance Manager to implement strategies that reduce delinquency
• Monitor team performance metrics (daily, weekly, monthly) and identify improvement opportunities
• Conduct regular one-on-one meetings to review performance and set clear expectations
• Handle complex delinquent accounts, including bankruptcy and deceased member accounts
• Serve as a resource for escalations, operational questions, and member issue resolution
• Perform complex loan research and collaborate cross-functionally to resolve issues
• Provide subject matter expertise across the full loan portfolio (credit cards, auto, real estate, unsecured, leases)
• Maintain an individual collections queue, working with members to resolve delinquency and establish payment arrangements
• Support reporting efforts related to delinquency trends, foreclosure activity, and portfolio performance
• Promote a collaborative, accountable, and team-oriented environment
• Perform other duties as assigned

Benefits

• Cigna medical benefits
• dental benefits
• vision benefits
• a 401(k) plan with company match and profit-sharing potential
• flexible health and dependent care plans
• life, AD&D, and LTD insurance
• a generous and flexible tuition reimbursement program
• a PTO package designed to help employees recharge and enjoy time with family and friends

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees