Manager, Specialty Collections

Redstone Federal Credit Union•Huntsville, AL

10d

About The Position

Responsible for the leadership, administration, and performance of the Specialty Collections operation, including Bankruptcy, Repossessions, Mortgage Loss Mitigation, Foreclosures, and Other Real Estate Owned (REO) processes. Ensures compliance with regulatory requirements, investor guidelines, and credit union policies while minimizing losses, protecting collateral interests, and supporting positive member outcomes. Provides strategic and operational oversight for specialty recovery activities, develops procedures and controls, manages third-party vendors and legal partners, drives process improvement initiatives, and leads a team of specialty collections representatives responsible for complex collection and default servicing activities.

Requirements

Bachelor's degree in Finance, Accounting, Management, or a closely related field.
At least 5 years of leadership experience managing teams and operational functions.
At least 3 years of progressively responsible collections, recovery, mortgage servicing, bankruptcy, foreclosure, or loss mitigation experience.
Experience working with legal proceedings related to bankruptcy, foreclosure, repossession, and collateral recovery.
Experience managing vendor relationships and regulatory compliance programs.
Equivalent combinations of education and experience may be considered.
Ability to ensure customer service practices meet quality standards and achieve member satisfaction.
Ability to learn and apply knowledge of Credit Union products, services, and regulatory compliance requirements to assess member situations and develop solutions.
Ability to resolve complex problems using advanced knowledge and experience within areas of responsibility.
Excellent leadership, coaching, and employee development skills.
Strong understanding of regulatory requirements and investor guidelines.
Extensive knowledge of consumer collections, bankruptcy administration, mortgage servicing and loss mitigation, foreclosure processes, and REO management.
Strong analytical and decision-making abilities.
Ability to manage multiple priorities in a complex operational environment.
Proficiency with servicing, collection, workflow, and reporting systems.
Ability to plan, organize, and direct day-to-day departmental activities.
Ability to model RISE values and the Code of Ethics, promote member service and teamwork, and communicate clearly and professionally with staff.
Ability to listen actively and use tact and diplomacy in sensitive and confidential situations.
Correct English usage, including spelling, grammar, and punctuation.
Ability to operate computers, business software, and standard office equipment; understand and follow written and oral instructions; and set priorities and manage time effectively.
Ability to meet the stated physical requirements, with reasonable accommodations available for individuals with disabilities.

Responsibilities

Plan, organize, evaluate, and manage Specialty Collections staff and department work; allocate resources, implement processes, and coordinate functions within the department and across the Credit Union.
Set staff performance requirements and objectives, monitor and evaluate performance, coach and develop employees, recognize performance, address deficiencies, take disciplinary action when warranted, and ensure cross-training and succession planning.
Oversee consumer and real estate bankruptcy activities, including Chapters 7, 11, 12, and 13; manage proof-of-claim filings, attorney referrals, trustee payment processing, title releases, and bankruptcy account maintenance.
Manage bankruptcy reporting, documentation, and workflow automation; monitor case activity, court notices, discharges, dismissals, and regulatory compliance.
Oversee recovery of automobiles, recreational vehicles, and other secured assets; manage repossession vendors, skip-tracing agencies, recovery services, and auction partners.
Review recovery strategies, auction recommendations, deficiency balances, and charge-off recommendations; oversee repossession expenses, title processing, claims administration, and collateral disposition.
Monitor vendor performance, recovery metrics, and compliance with repossession procedures and regulations.
Oversee mortgage programs that assist borrowers experiencing financial hardship and ensure consistent application of loss mitigation solutions.
Ensure compliance with investor requirements, regulatory guidelines, and servicing standards; monitor delinquency trends and develop strategies to reduce mortgage-related losses.
Direct foreclosure activities from referral through final disposition; ensure timely default notices and compliance with applicable state, federal, investor, and legal requirements.
Coordinate foreclosure referrals, attorney communications, bid instructions, sale activities, and post-sale actions; review timelines, legal expenditures, and outcomes.
Oversee acquisition, preservation, marketing, and disposition of REO properties; approve repair strategies, valuation reviews, listing recommendations, and sales activities.
Monitor REO carrying costs, market conditions, and loss mitigation opportunities; maintain REO records and ensure regulatory and audit compliance.
Lead audit responses, regulatory examinations, and internal control reviews; ensure accurate reporting and documentation, identify operational, regulatory, and vendor risks, and implement mitigation strategies.
Participate in contract reviews, due diligence activities, and business reviews.
Develop and implement initiatives to improve operational efficiency, automation, recovery performance, and member experience.
Analyze portfolio performance, loss trends, and recovery opportunities; prepare executive dashboards, forecasts, and recommendations for senior leadership.
Serve as the main point of contact for escalated specialty collection issues.
Maintain a professional image and demeanor, demonstrate Credit Union RISE Values, and adhere to the Code of Ethics.
Deliver friendly, caring service to internal and external members.
Comply with applicable state, federal, and NCUA rules and regulations and Credit Union policies and procedures.
Follow physical and online security procedures and maintain the confidentiality of member information.
Complete required regulatory and compliance training and maintain knowledge of Credit Union products and services.
Work scheduled hours, maintain punctuality, and perform other related duties as assigned or requested.