Working for Pacific Service Credit Union
We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team.
What’s in it for you?
Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents.
401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. All employees are vested at 100% for the employer match beginning the first day of employment.
Bonus program: All employees are rewarded for attaining our annual organizational goals.
Tuition Reimbursement program for employees eligible after six months of service.
Recognition program where employees can be nominated by management, their peers or by members.
Employee referral bonus.
Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.
Employees are eligible to receive a consumer loan rate discount.
Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.
Our Hiring Process
We believe it’s important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible.
Apply: Submit your resume for one of our job openings.
Our Talent Team and our partner – Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible.
In-Person Interview: After a screening call with TQC, we’ll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s).
If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process!
Position Summary: The Collections Manager is responsible for organizing, planning, supervising, and directing the activities of the Collections Department. The position is pivotal in ensuring collections operations’ efficient, effective, and accurate performance to meet and uphold Service Level Agreements (SLAs). This role encompasses establishing accountability measures and formulating key performance indicators (KPIs) to maintain high service standards. This position manages and coordinates the collection, recovery, and other activities that minimize the credit union’s loan losses, while ensuring departmental and credit union strategic and business goals are met or exceeded. This position will lead in demonstrating and promoting credit union values and service culture.
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Responsible for the effective and efficient administration of collections, recovery, and other activities that minimize the credit union’s losses.
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Work directly with delinquent members for restoring their accounts to good standing. Engage in discussions about potential financial arrangements, inform members about possible legal actions, and offer or suggest financial counseling to reach mutually acceptable payment arrangements.
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Manage the relationship with third-party collection resources, ensuring that they conduct their activities in alignment with PSCU’s philosophy and regulations and ensuring optimal performance in these relationships.
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Review and analyze delinquent loan and negative share accounts for charge-off recommendations to the Board of Directors.
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Coordinate an ongoing portfolio review and analysis process to make decisions regarding account blocking, closures, and credit line adjustments.
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Responsible for handling bankrupt accounts, including representing the Credit Union at legal proceedings and negotiating with attorneys on bankruptcy and other legal matters.
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Oversee the vehicle repossession process, real estate foreclosures, and coordinating with third parties to maximize the value of collateral disposition.
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Monitor and control credit disputes processes to comply with FCRA requirements.
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Recommends payment deferment, restructured loan options, modifications, workouts, and troubled debt restructurings.
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The Collections Manager will ensure collection activities follow state and federal regulations and Pacific Service Credit Union (PSCU) policies and procedures.
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Responsible to effectively and efficiently supervise the department team members, ensuring optimal performance.
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Prioritize and monitor the activities of collectors to ensure that delinquent accounts and negative shares are managed effectively, efficiently, and creatively.
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Oversees the Collections Department, guiding and nurturing the technical and professional growth of the team members.
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Responsible for enhancing processes and workflows and plays a pivotal role in achieving departmental strategic objectives.
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Develop KPIs and design metrics to measure the effectiveness and efficiency of the department’s processes and team members.
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Demonstrates effective leadership by establishing clear objectives, delegating tasks, and maintaining open lines of communication with the team. Regularly convenes staff meetings to disseminate updates on policy, procedures, and legal developments while actively addressing areas needing improvement.
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Devotes attention to ensuring the team is well-prepared, proficient, and utilized to their full potential. Identifies training requirements, both technical and professional, and implements tailored training programs. Additionally, conducts training sessions and facilitates cross-training as necessary.
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Maintains vigilant oversight of staffing levels, interviewing, and hiring. Completes performance appraisals, and when required, documents and enforces corrective measures.
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Responsible for achieving and maintaining acceptable SLAs within the collections operations.
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Responsible for establishing and maintaining effective communication and coordination with management and across departments.
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Actively participates in external and internal audits and regulatory examinations, as necessary.
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Facilitate the coordination of recovery initiatives with associated departments, such as aiding the Finance department in call reporting.
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Participates in or leads project teams as appropriate.
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Responsible for developing and implementing Collections Department policies and procedures.
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Formulates both short and long-term objectives and strategies for the department.
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Collaborates in formulating the Collections Department budget in alignment with the Credit Union’s strategic plan and goals.
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Responsible for executing established operational objectives, and reviewing existing policies and procedures annually.
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Continuously exploring innovative approaches to enhance performance.
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Responsible for demonstrating, promoting, following, and supporting the credit union’s values and culture through exceptional service to all members and also with vendors and financial professionals.
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Performs other duties as assigned by the SVP Lending/Chief Lending Officer and the Vice President, Lending Operations.
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Education: Two-year College graduate or equivalent; Bachelor’s degree preferred. College coursework in business, finance, or accounting is strongly preferred
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Experience: Five to seven years of progressive collections experience working with consumer and mortgage loan delinquencies. Minimum of three (3) years in a supervisory capacity. Proven success in achieving or exceeding company goals. Must have experience in handling escalated member calls.
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Software Application Experience: Knowledge of Temenos/Akcelerant and Symitar is preferred. Proficient in Microsoft Office suite including Outlook, Excel, Word and, OneNote, Knowledge of E-Oscar, and PACER required.
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Knowledge: Thorough knowledge of collections, bankruptcy procedures, and legal requirements, such as Fair Debt and Collections Practices Act.
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Skills and Abilities: Excellent written and oral communication. Must be a self-starter who can successfully follow projects through to completion with minimal supervision and meet deadlines in a fast-paced environment. Ability to work effectively, quickly and adapt to change, answer telephones, and handle difficult member and employee situations as needed.
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Extra Credit Skills: You will bring enthusiasm, a collaborative work style, curiosity, flexibility, creativity, a focus on excellence, and an overall “great-to-work-with” demeanor.
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Travel Required: Minimal travel is expected for representing credit union at court proceedings, inspecting loan collateral and occasional branch visits for staff training.
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Hours Required: Exempt employee with a work schedule of Monday through Friday, generally 8 a.m. to 5 p.m., with some alternate work schedules. Hours may fluctuate moderately to accommodate business needs.
