Collections Manager

Job Description and Requirements

The Collections Manager will ensure the highest quality service is provided to members, internal departments and vendors through multiple communication channels, while remaining compliant with applicable compliance laws/regulations and internal policies/procedures. They will ensure efficient and effective department operations, oversee internal operating policies and procedures, provide coaching and development to help Team Leads/Supervisors with team success in overall operations. In addition, the Collections Manager will assist the Collections Director with overseeing the daily operations within the department and conduct all duties in a manner intended to enhance the image and contribute to the growth of the Credit Union.

Essential Functions and Responsibilities:

• Responsible for operational performance including efficient flow of work, sound credit and collection policies/procedure and risk management of Collection Call Center teams aimed to meet federal and state regulations.

• Ensure business continuity is in place, periodically tested and carried out for areas designated under Collections. 

• Partner with Collections Director on compliance procedures and thresholds with continuous assessment to ensure adequate risk-mitigation is achieved.

• Develop collaborative working relationships with internal departments and vendors to ensure that product launches, program development and enhancements respond to membership and department needs. 

• Utilize interpersonal, technical and communicative skills to assist with projects to ensure they are progressing and meeting deadlines while promoting strategic focus, ingenuity, and innovation in addressing department direction and growth.

• Self-initiate with no instruction to oversee team lead/supervisor development, coaching, staffing and ensuring performance goals for management activities are achieved. 

• Review, address and report productivity and efficiency levels by analyzing department KPIs and ensuring achievement of goals. 

• Continuously monitor and review collection reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures, evaluate departmental progress and obtain management feedback to develop efficiencies. 

• Audit delinquent accounts considered to be uncollectible to ensure maximum efforts have been taken before assigning charge off status to account.

• Responsible for partnering with HR recruiters to successfully staff department and provide support to conduct ongoing quality reviews, support and communication regarding member delinquencies. 

• Comply with all policies, procedures and regulatory laws pertaining to the credit union and specific department products and services in a professional manner.

• All other duties as assigned (Note: essential functions and responsibilities may change, or new ones may be assigned at any time with or without notice).

Requirements:

• Bachelor’s Degree

• Minimum of six years financial institution and/or customer service experience OR ten years of financial institution and/or customer service experience in lieu of degree

• Minimum of five years job-related supervisory/management experience

• Must have good organizational, communication, and interpersonal skills

• Ability to multitask and manage time effectively with close attention to detail

• Ability to accept ownership and adapt to needs of department

• Ability to self-initiate and apply logic to problem solve with few concrete variables

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form

• Ability to deal with problems involving several concrete variables in standardized situations

• Attendance and promptness are pertinent

• Must be able to work a flexible Monday through Saturday schedule

• Must be available to travel for ongoing leadership growth

• Knowledge of collections related applications and functionality

Preferred:

• Experience working with commercial loans, mortgage loans, consumer loans, credit card collections and delinquencies

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.