The Collections Manager is responsible for providing oversight of the overall operation and supervision of the Collections Department. This role ensures alignment with the organization’s business goals, collaborates with leadership, manages and mitigates various risks, and ensures regulatory compliance to maintain the financial health and stability of the organization.
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Create and maintain an efficient and goal-oriented environment that will motivate internal staff to meet agreed upon performance standards.
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Ensure the credit and collection policies, procedures, practices, and documentation meet federal and state regulations.
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Assign, monitor, and supervise the workload in the collections department to ensure the smooth and efficient flow of work. Always ensure the courteous and considerate interface with members.
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Communicate and monitor the requirements for staff in collection procedures to protect the credit unions’ interests and to handle members courteously. Train staff on alternative communication techniques to resolve issues positively.
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Assist in the creation and execution of specified collection metrics (production, performance, and quality).
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Create, execute, and document due diligence to ensure compliance of department.
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Direct collections operations in a manner that enhances collection results and portfolio performance.
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Review all billing from counsel retained for collection work.
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Authorize legal proceedings. Review default notices, surrender notices, bankruptcy procedures, foreclosure notices, etc. for accuracy and completeness.
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Review all accounts that are to be written off as uncollectible.
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Ensure departmental processes are competitive and efficient.
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Participate in the hiring, training, and development of new employees.
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Responsible for the coordination and direction of departmental proposal and projects.
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Effectively communicate with senior management on all facets of the business unit.
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Perform all other duties assigned.
Knowledge and Skills
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The ability to motivate or influence others is an essential part of the job, requiring a significant level of diplomacy and trust.
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Shows the ability to promote teamwork and obtain cooperation and consensus both internally and externally.
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Possesses a complete knowledge of all credit union products/services including certified Financial Counseling.
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Understands all account processing procedures relating to all deposit and loan functions.
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Gain and maintain Certified Financial Counselor designation.
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Develops an understanding of credit union history and the credit union philosophy.
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Demonstrates exceptional written and verbal communication skills.
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Presents a can-do attitude and behaves like a team player.
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Demonstrates good judgment and decision-making ability.
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Strong communication and interpersonal skills.
- Employee’s responsibilities regarding BSA – OFAC – AML – CTR laws, rules, and regulations:
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Attain and maintain acceptable level of knowledge of laws, rules and regulations including all updates and changes
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Complete and accurately submit all necessary forms required by the laws, rules, and regulations
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Complete all steps required in laws, rules, and regulations
Education and/or experience
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Bachelor’s degree, with a concentration in finance or business, completion of specialized training courses or licensing, completion of specialized training courses conducted by vendors or job-specific skills acquired through an apprenticeship program.
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Five (5) or more years of related experience and/or training
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Management experience preferred.
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Years of experience may be substituted for education requirement.
