Manager, Collections

SchoolsFirst Federal Credit Union•Tustin, CA

About The Position

The Manager, Collections oversees the day-to-day operation of the Collections department, focusing on collecting delinquent payments and recovery strategies. The role plans, organizes, and directs the department and its team to limit consumer loan portfolio delinquency and charge-offs, while ensuring accuracy, efficiency, compliance, and exceptional Member service. The manager directs collection and recovery functions that 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 operational quality control. The role reviews systems, procedures, workflows, and performance reports; supports Member financial problem resolution and escalations; manages vendor relationships; serves as a liaison for internal and external audits; and identifies and mitigates risk. The role also supports and develops team members, manages departmental budgets and expenditures, contributes to organizational goals as a member of the Management team, and implements plans and projects that support Members and department operations. The manager ensures compliance with applicable laws, regulations, and assigned training requirements, including relevant BSA requirements.

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 the day-to-day operation of the Collections department, focusing on delinquent payment collection and recovery strategies.
Plan, organize, and direct department functions and staff to limit consumer loan portfolio delinquency and charge-offs.
Ensure accuracy, efficiency, compliance, and exceptional Member service across collections activities on consumer loans and lines of credit.
Direct collection and recovery functions, including communication campaigns, call strategies, Member assistance, negative shares, workout loans, post-charge-off recovery, repossessions, bankruptcy cases, and quality control.
Review systems, procedures, and workflows to maintain Member service, productivity, internal control, and legal compliance.
Serve as liaison for internal and external audits, including NCUA and CFPB audits related to department activities.
Support evaluation of Members’ financial circumstances, problem resolution, escalations, and recommendations that assist Members and mitigate losses, delinquencies, and complaints.
Manage vendor relationships and performance, including attorneys, repossession companies, and collection agencies; review audit reports and contract renewals.
Review reports and ensure effective tracking to evaluate and improve business-unit processes and metrics.
Identify, evaluate, and manage risks within the area and implement mitigation strategies.
Provide daily support to team members, resolve questions and issues, communicate expectations, monitor performance, and train, coach, counsel, and discipline staff.
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.
Establish and implement plans with short-term (1–2 year) impact aligned with organizational objectives.
Evaluate operating procedures and policies to support Member service, productivity, and internal control.
Initiate, research, coordinate, and implement department or division projects for Members, team members, or department operations.
Ensure compliance with state and federal laws and other applicable regulations.
Understand organizational goals and key performance indicators and take actions to achieve desired results.
Complete other duties as assigned and comply with regulatory training requirements, including applicable BSA requirements.