Manager of Collections

Arizona Financial Credit Union•Phoenix, AZ

3d•Hybrid

About The Position

The position is responsible for supervising all Collection Specialists. Oversees all training, call evaluations and call quality for this team. Essential Job Functions Provides ongoing coaching and feedback to team members to improve knowledge, performance, and scorecard results. Ensures the protection of the credit union through the development and management of established practices designed to control and reduce delinquency and negative shares. Leads a team of Collections Specialists ensuring that processes lead to efficient, accurate, and positive service experiences for members, vendors, and supporting areas. Works with team members to improve efficiency and maintain a positive team dynamic. Researches and resolves escalated concerns received by members. Reviews compliance audits for the collections area and replies to audit requests as needed. Ensures compliance in collections practices to protect credit union interests and minimize exposure. Participates in organizational projects, related to Collections and Risk, provides feedback and solutions to appropriate business owners. Develops and holds individual team meetings (at least one per month) and weekly One on Ones with staff. Prepares and presents proposals and studies to senior management. Completes annual review of department related policies and ensures they are updated as needed. Meets routinely with the lending team to provide feedback. Works effectively to create strong business relationships with all areas within the organization. Monitors and report collection results to senior management. Maintains vendor relationships and contracts. Supports other leaders in their job duties within the risk division. Supports a servant leadership culture. Serves as a communicator of organizational change. Monitors service levels and identifies knowledge gaps and or trends, addresses with additional training or procedure clarification. Maintains professional standards and adheres to Arizona Financials’ values. Performs other job-related duties as assigned.

Requirements

High School diploma or general education degree (GED) and five (5) years’ experience in a financial institution or any related field in accounting/finance, consumer lending, loan collection or any equivalent combination of education and experience.
Three (3) years supervisory/managerial experience and project management experience.
Knowledge of computers and software applications in Windows, Excel and Word.
Demonstrates ability to develop ADHOC reporting, and build/execute letter campaigns as needed.
Maintain system users and parameters as needed.
Ability to type 45 words per minute.
Ability to read, write, speak, and use proper grammar in English.
Ability to read, analyze and interpret technical procedures, financial reports, legal documents, and government regulations.
Ability to write business correspondence, write reports and procedure manuals.
Ability to write business correspondence in response to sensitive inquiries or complaints.
Ability to communicate verbally both in person and on the telephone.
Ability to speak effectively to members regarding sensitive inquiries or complaints.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to apply mathematical concepts to determine and test reliability and validity.

Nice To Haves

None

Responsibilities

Supervising all Collection Specialists
Overseeing all training, call evaluations and call quality for this team
Providing ongoing coaching and feedback to team members to improve knowledge, performance, and scorecard results
Ensuring the protection of the credit union through the development and management of established practices designed to control and reduce delinquency and negative shares
Leading a team of Collections Specialists ensuring that processes lead to efficient, accurate, and positive service experiences for members, vendors, and supporting areas
Working with team members to improve efficiency and maintain a positive team dynamic
Researching and resolving escalated concerns received by members
Reviewing compliance audits for the collections area and replies to audit requests as needed
Ensuring compliance in collections practices to protect credit union interests and minimize exposure
Participating in organizational projects, related to Collections and Risk, provides feedback and solutions to appropriate business owners
Developing and holds individual team meetings (at least one per month) and weekly One on Ones with staff
Preparing and presenting proposals and studies to senior management
Completing annual review of department related policies and ensures they are updated as needed
Meeting routinely with the lending team to provide feedback
Working effectively to create strong business relationships with all areas within the organization
Monitoring and report collection results to senior management
Maintaining vendor relationships and contracts
Supporting other leaders in their job duties within the risk division
Supporting a servant leadership culture
Serving as a communicator of organizational change
Monitoring service levels and identifies knowledge gaps and or trends, addresses with additional training or procedure clarification
Maintaining professional standards and adheres to Arizona Financials’ values
Performing other job-related duties as assigned