Manager of Collections

Arizona Financial Credit Union • Phoenix, AZ

4d • Hybrid

About The Position

The position is responsible for supervising all Collection Specialists. Oversees all training, call evaluations and call quality for this team.

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

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED