Special Assets Manager

Keystone Cooperative•Indianapolis, IN

About The Position

The Special Assets Manager oversees the collection of delinquent and special accounts, supports delinquency controls, and coordinates collection efforts across the company, third-party collection agencies, repossession vendors, and outside counsel. This role is responsible for evaluating escalated accounts, recommending appropriate collection strategies, monitoring collection performance, and ensuring money owed to the company is pursued and recovered in a timely, professional, and compliant manner.

Requirements

Excellent verbal and written communication skills.
Strong judgment, decision-making, negotiation, and persuasive communication skills.
High level of professionalism and discretion when working with customers, internal teams, outside counsel, and third-party agencies.
Strong organizational skills with the ability to manage multiple priority accounts, deadlines, and follow-up actions.
Ability to interpret account history, credit information, legal documentation, and payment behavior to determine appropriate collection action.
Ability to work effectively both independently and as part of a team.
Basic understanding of statistics, reporting, and data analysis.
Basic understanding of applicable state and federal collection laws, including the Fair Debt Collection Practices Act and the Fair Credit Reporting Act.
Proficiency with Microsoft Office Suite

Nice To Haves

Experience working with outside counsel, collection agencies, repossession vendors, or bankruptcy matters
Prior experience in commercial, agricultural, cooperative, or secured credit environments
Experience developing collection procedures, reporting tools, or delinquency control processes
Experience with Power BI or related reporting tools and customer relationship management software

Responsibilities

Facilitates collection procedures in accordance with company policies, procedures, and applicable collection requirements.
Reviews complex, delinquent, or escalated accounts and determines appropriate next steps, including payment arrangements, legal referral, repossession, settlement, or charge-off recommendation.
Verifies, monitors, and protects collateral interests to support collection efforts and reduce potential loss exposure.
Negotiates with customers to amend repayment terms, establish payment plans, or resolve past-due balances, as appropriate.
Monitors collection performance metrics, including delinquency trends, recovery rates, aging balances, charge-offs, and agency or counsel effectiveness.
Manages relationships with third-party collection agencies, repossession vendors, and outside counsel, including performance reviews, account coordination, and issue resolution.
Coordinates legal referrals with outside counsel, including account review, documentation preparation, status tracking, and follow-up on recommended actions.
Administers bankruptcy and workout accounts, including monitoring case activity, coordinating repayment or restructuring arrangements, and ensuring appropriate internal documentation and follow-up.
Communicates the status of delinquent accounts to the Assistant Vice President of Credit and Finance, Credit and Finance Directors, and other appropriate personnel.
Prepares reports for leadership regarding delinquency status, collection activity, recovery progress, and recommended next steps.
Partners with credit, finance, operations, and sales teams to identify high-risk accounts and recommend appropriate collection strategies.
Maintains accurate documentation of collection activity, account status, customer communication, and recommended actions.
Reviews accounts and recommends write-off action when appropriate; supervises approved write-off procedures and related credit reporting agency notifications.
Identifies and supports process improvements related to delinquency prevention, collection workflows, customer outreach, and account escalation.
Performs other related duties as assigned.