Financial Resolution Assistant Manager

Credit Union West•Glendale, AZ

About The Position

Assists with the direction, administration, and the performance of the Financial Resolution Department. Ensures established policies and procedures are followed and that members are promptly and professionally served. Supports FRD staff with resolutions of problem or delinquent accounts. Assists in coordinating and facilitating workflows and collection platform functions. Ensures effective coordination and maintenance for working relations with FRD personnel. Provide leadership by being a positive role model and providing continuous coaching, mentoring and assistance to staff. Ability to collaborate across departments and identify and implement process improvements.

Requirements

High School Diploma
3-5 years of leadership experience in a financial institution or similar industry. Knowledge of bankruptcy laws and best practices, debt collection regulations outlined by the FDCPA, CFPB and the TCPA.
Live the mission, vision, and core values of the credit union.
Able to communicate effectively and tactfully with employees and members both orally and in writing.
Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
Exceptional leadership skills: ability to motivate, influence, and engage direct and indirect reports and peers with a significant level of diplomacy and trust.
Excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills.
Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.
Act as a change agent, who can collaborate with diverse interest and adapt to internal, market or regulatory-driven changes.
Strong mentoring, coaching experience to a team with diverse levels of expertise.
Excellent presentation skills, confident in all settings with individuals at all levels of the organization both internal and external.
Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
Thorough knowledge and understanding of organization’s Employee Handbook and policies.
Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

Responsibilities

Evaluation of Delinquent Loan Collection Activity and Reporting - Assist management in reaching productivity targets and maintaining an Asset Quality percentage within set established corporate goal. Ensures that delinquent and problem loans and accounts are closely monitored and delinquency/collection ratios that meet management standards are maintained. Ensures collection documentation, reports, and records are complete, accurate, and timely. Ensures delinquent loans are promptly addressed and resolved and management is appropriately informed. Fully understand and follow debt collection regulations outlined by the FDCPA, CFPB and the TCPA. Ensures delinquency related trade line disputes received by e-Oscar, email, phone, or mail are responded to timely and accurately. Ability to investigate and research any disputed content to ensure validity of reporting. Stay up to date on training and courses provided in E-Oscar Learning Management System.
Charge offs - Review loans requested for charge off to ensure collection efforts have been thorough and effective. Oversee administration of assignments to collection agencies and legal counsel for the recovery of charged off loans and shares. Assists in ensuring that changes in legal requirements and government regulations are integrated into current practices. Complies with internal policy and procedures and have knowledge of bankruptcy and lien laws as they apply to the collection process. Maintains and applies knowledge in the current Bankruptcy Code regarding Stay-lifts, Objections to Confirmation, Adequate Protection Hearings, & Valuation of security. Ability to discuss and complete required documentation to recover assets seized by law enforcement and border patrol agencies. Ensures that professional business relations exist with related agencies, organizations, institutions, and problem borrowers. Ensures members are appropriately assisted in resolving their problems and the credit union is professionally represented in all business and legal matters.
Insurance – Collateral Protection Insurance (CPI) Assist in providing members with information about insurance requirements. Ensure program is administered timely and accurately by personnel placing premiums on members loans. Assist with managing the reports containing all uninsured loans.
Towing and Impound Notices - Assist in overseeing the process of all for Tow and Abandoned Vehicle Notices. Ensure all notices are documented, tracked and immediate contact to agencies where unit is located is made. Ensure follow up is maintained and timely. When unit is involved in an accident, contact insurance company as necessary. Follow up with members for intentions in required scenarios.
Leading Talent- Assist in hiring, training, and evaluating employee performance and behaviors to serve the member experience. Provides support, coaching, and direction for their team members ensuring they have the aid and development opportunities to become well-trained employees excelling in their roles.
Performs other duties as assigned.