Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates on our loans. We are a remote first employer with the majority of our employees residing in the upper Midwest.
As an employer we foster collaboration and high performance to achieve excellence. We holistically care for and develop our employees to thrive personally and professionally. We are proud to share our success with our employees and those we serve.
Collections Operations Management
Oversee the daily operations of the collections team to ensure timely resolution of delinquent accounts, including loans and lines of credit.
Develop and enforce collections policies, procedures, and performance metrics to achieve departmental goals.
Assign, monitor and supervise workload via staff and vendor management to ensure efficient workflow.
Approve settlements, short sales, modifications and account adjustments requests within credit union guidelines and authority limits.
Prepare modification requests in accordance with policies and procedures for approval by VP of Collections.
Process SCRA requests and debt management proposals in accordance with policies and procedures.
Maintains a collection program and processes that result in charge-off and delinquency ratios, within risk tolerances and set goals, as well as limited errors
Review and audit delinquent accounts considered to be uncollectible to ensure maximum efforts have been taken before approving Charge Off
Team Leadership
Recruit, train, and supervise collections staff, fostering a collaborative and results-driven environment.
Conduct regular performance reviews and provide coaching to ensure team effectiveness.
Conduct team meetings to implement new procedures/guidelines, changes within the department or credit union.
Ensure staff are knowledgeable about compliance, industry trends, and customer service best practices.
Member Engagement
Act as an escalation point for complex or high-risk member accounts, negotiating repayment plans that align with member needs and credit union policies.
Provide guidance to members on financial options and strategies to prevent future delinquencies.
Compliance and Risk Management
Monitor compliance with federal, state, and local laws, including the Fair Debt Collection Practices Act (FDCPA) and other applicable regulations.
Identify and address potential fraud, loss risks, or systemic issues within the portfolio.
Comply with all Federal Regulations as they pertain to your job duties, including BSA.
Reporting and Analysis
Track team performance results, calls, dollars collected, quality assurance, etc.
Prepare monthly or weekly reports for team: Scorecards, Dollars Collected, Call Reports, Support Team Reports, etc.
Maintains reports of collection activity, and provides weekly, monthly, and quarterly reports of collection results
Analyze and audit collectors’ assigned accounts to ensure they are being properly worked within the procedures and guidelines.
Analyze collection data to identify patterns, risks, and opportunities for process improvements.
Recommend and implement strategies to optimize recovery efforts and reduce delinquencies.
Monitor, review and track real estate loans, including foreclosures and delinquent property taxes.
Cross-Department Collaboration
Partner with the lending, risk, and member services teams to enhance loan underwriting standards and member education programs.
Assist in developing member communications and financial literacy programs to prevent future delinquencies.
This position is Remote.
Bachelor’s Degree or commensurate experience is Required.
5+ years of related experience is Required.
3+ years of people leader experience is Required.
Demonstrate a working knowledge and understanding of CFPB, FDCPA, WCA, Small claims, Repossession and Bankruptcy law.
Proficient in Microsoft Office.
Ability to handle difficult customer service situations and providing resolutions in a professional and tactful manner.
Excellent verbal, written, listening, and interpersonal communication skills, along with the ability to remain assertive and confident when dealing with difficult situations.
Ability to multi-task and work in a fast paced, goal oriented environment.
