Manager, Collections
About The Position
Manages the day-to-day operations of the Collections department, focusing on collecting delinquent payments and recovery strategies. Plans, organizes, and directs collection and recovery functions to limit consumer loan portfolio delinquency and charge-offs while ensuring accuracy, efficiency, regulatory compliance, and exceptional Member service. Functions may include communication campaigns; inbound and outbound call strategies; short- and long-term assistance; negative shares; workout loans; post-charge-off recovery; repossessions; bankruptcy cases; and related operational and quality-control work. Reviews systems, procedures, and workflows to support Member service, productivity, internal controls, and legal compliance. Serves as liaison for internal and external audits, including NCUA and CFPB audits. Supports resolution of Member financial circumstances and escalations, develops recommendations that assist Members and mitigate losses, and manages vendor relationships and performance. Reviews reports and metrics, identifies and manages risk, and implements mitigation strategies. Provides daily team support and supervision, including setting expectations, monitoring performance, training, coaching, counseling, and addressing performance issues. Helps establish department policies and productivity standards; manages financial objectives, budgets, and expenditures; contributes to management-team goals and plans; and coordinates projects. Ensures compliance with applicable laws, regulations, and assigned training requirements, including BSA requirements. Performs other duties as assigned.
Requirements
- High school diploma or GED required.
- Bachelor’s degree in a related field or equivalent years of experience required.
- 5–7 years of prior functional experience required.
- 1–3 years of prior management experience required.
Responsibilities
- Manage day-to-day Collections department operations, including delinquency collection and recovery strategies.
- Direct collection and recovery functions to limit consumer loan delinquency and charge-offs while maintaining accuracy, efficiency, compliance, and Member service.
- Oversee activities such as communications campaigns, inbound and outbound calls, Member assistance, negative shares, workout loans, post-charge-off recovery, repossessions, and bankruptcy cases.
- Review systems, procedures, and workflows to improve Member service, productivity, internal controls, and legal compliance.
- Serve as liaison for internal and external audits, including NCUA and CFPB audits.
- Support evaluation of Member financial circumstances, problem resolution, and escalations; develop recommendations to assist Members and mitigate losses and delinquencies.
- Manage vendor relationships and performance, including attorneys, repossession companies, and collection agencies; review audit reports and contract renewals.
- Review reports and tracking to evaluate and improve business-unit processes and metrics.
- Identify, evaluate, and manage risks, and implement risk-mitigation strategies and activities.
- Provide daily support and supervision to team members, including answering questions, resolving problems, setting expectations, monitoring performance, training, coaching, counseling, and disciplining.
- Develop, coordinate, and enforce systems, policies, procedures, and productivity standards.
- Forecast financial requirements, prepare an annual budget, schedule expenditures, and analyze variances.
- Contribute to organizational goals and priorities as a member of the Management team, and implement plans with short-term business impact aligned with organizational objectives.
- Initiate, research, coordinate, and implement projects for the benefit of Members, team members, or department operations.
- Ensure compliance with state and federal laws and other applicable regulations, as well as assigned training requirements including applicable BSA requirements.
- Understand organizational goals and key performance indicators and take necessary actions to achieve desired results.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
