Manager, Collections & Recovery

GENERAL SUMMARY:

The Collections & Recovery Manager is responsible for the comprehensive management of the Collections and Recovery teams, with a strong focus on meeting goals related to delinquency, charge-offs, and productivity. This role requires an in-depth understanding of the credit union's collections and recovery processes to identify gaps, implement improvements, and adapt to regulatory changes as needed. The Manager will also oversee vendor relationships, collaborate with internal stakeholders to deploy Robotic Process Automation (RPA) and other efficiency solutions, and ensure compliance with federal and state regulations. Additionally, the Manager is tasked with coaching, motivating, and developing both staff and supervisors, while ensuring that all Member interactions are handled with the highest level of service to achieve the credit union's strategic goals.

QUALIFICATIONS:

Minimum Education & Experience Requirements:

• Bachelor's degree in Business Administration, Finance, Accounting, or related field or equivalent experience
• 5 years of experience in the financial services industry, with an emphasis on collections
• To include 3 years management or supervisory experience
• Availability: Monday-Friday, 8:00am-6:15pm, and rotating Saturdays from 9:00am-1:15pm

Additional Preferred Education & Experience:

• Experience in process improvement
• Experience forecasting delinquency and losses

Minimum Knowledge & Skill Requirements:

• In-depth understanding of federal and state regulations, including FDCPA.
• Proficient in using data to evaluate productivity and portfolio performance
• Exceptional interpersonal skills with a proven ability to motivate teams and develop staff.
• Capability to forecast workloads, manage resources and oversee multiple initiatives effectively.
• Lead and drive change initiatives by implementing innovative strategies, managing stakeholder engagement, and ensuring successful adoption of new processes
• Proficient in Microsoft Office (Word, Excel, Access)

COMPETENCIES:

• Leadership
• Innovation
• Communication
• Process Management
• Problem Solving

WORKING CONDITIONS/ENVIRONMENT:

This job requires standing or sitting for the majority of time and the ability to lift up to 25 lbs.

OTHER REQUIREMENTS:

Must comply with all aspects of the Bank Secrecy Act.

MAJOR ACCOUNTABILITIES AND TASKS:

1. Lead the Collections and Recovery teams, ensuring alignment with the credit union's strategic goals.
2. Set and monitor productivity standards, ensuring that collection and recovery efforts are efficient and effective.
3. Maintain a thorough understanding of all collections and recovery processes, regularly reviewing and assessing these processes to identify gaps, areas for improvement, and necessary changes to ensure ongoing compliance with regulatory requirements.
4. Oversee and evaluate relationships with vendors related to collections and recovery efforts, ensuring they meet service level agreements, while negotiating contracts and managing vendor-related costs effectively.
5. Partner with internal stakeholders to deploy Robotic Process Automation (RPA) and other technological solutions that improve team efficiency and productivity.
6. Identify, evaluate, recommend and implement new systems, products, programs, or tools to enhance effectiveness and collection and recovery efforts.
7. Develop, maintain, update and communicate policies and procedures for the department.
8. Develop and implement comprehensive training programs to ensure staff are highly skilled, effectively utilized, and continuously optimized through targeted development and cross-training initiatives.
9. Ensure high morale and employee engagement within the department.
10. Generate and analyze reports on delinquency, charge-offs, and recovery, providing actionable insights and adjusting strategies to meet or exceed business objectives.
11. Ensure that all interactions with Members are conducted with a high level of service, aiming to resolve delinquent accounts while maintaining positive Member relationships.
12. Implement member-focused strategies that balance the credit union's financial interests with member needs.
13. Perform other duties as assigned.

Salary range is $71,805.29-$94,244.45. Job Grade, EX 14. Final salary is dependent on candidate's experience and qualifications.

Equal Opportunity Employer Veterans Disabled