Description:
The role of the Resolutions Manager is to preserve the Credit Union's assets through loss mitigation tactics including controlling overdrawn accounts, collecting delinquent loan payments and/or receiving collateral, overseeing credit life/disability claims, hiring, scheduling, training, and monitoring the work of collectors; disposing of repossessed collateral.
Essential Functions & Responsibilities:
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Hires, reviews, schedules, trains, and monitors the work of direct reports: conducts performance reviews; allocates resources to meet operational needs within the department; reviews and approves, denies, or modifies department recommendations from subordinates. (35%)
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Contacts delinquent accounts by phone and mail; takes appropriate action to bring current. (30%)
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Arranges the sale of repossessed collateral; determines additional investment to be made in collateral. (10%)
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Analyzes financial situation of delinquent borrowers; takes action to repossess collateral when arrangements to bring the loan current are unsuccessful. (10%)
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Testifies at legal proceedings as required and consults with Credit Union lawyers concerning delinquent accounts and legal action. (5%)
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Informs management of trends in loan underwriting contributing to delinquent/charged-off loans. (5%)
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Performs other job-related duties as assigned. (5%)
Performance Measurements:
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The employee's actions should always reflect the Credit Union's TREAD model to TEACH our Members and each other, RESPECT the Credit Union culture and philosophies, EMPOWER ourselves and others, ADAPT to the surroundings, and DELIVER on our promises.
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Maintain the credit union's charge-off and delinquent accounts at or below levels as established in the business plan.
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Maximize the collection and/or recovery of Credit Union assets from delinquent and charged off accounts by maintaining reasonable delinquency numbers as established in the business plan and/or in consultation with executive management.
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Maintain a reasonable charge off ratio as established in the business plan and/or in consultation with executive management.
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Maintain a cohesive, highly trained, motivated staff sufficient to meet daily department demands.
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Ensure all collection activity is legal and follows credit union policy, keeping management informed of operational issues affecting the credit union's collection activities.
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Provide professional, timely, and accurate service and support to all members and associates.
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Develop recommendations for cost efficiencies and enhancements to policies, procedures, and processes by monitoring trends in collections.
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Ensure the department achieves its assigned goals and that direct reports achieve their individual goals.
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Consistently, accurately, and objectively provide direct reports with honest feedback about their performance by providing one-on-one performance coaching sessions every 3-4 weeks.
Requirements:
Experience: Three to five years of similar or related experience.
Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills: Motivating or influencing others is a material part of the job. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. The role requires a significant level of trust or diplomacy.
Other Skills: Must be proficient in Microsoft Office products, including but not limited to Word, Excel, and Outlook. Ability to use internet browsers and search engines to perform keyword searches and research industry standards, information, and reports. Ability to communicate effectively through written and verbal forms of communication using proper grammar and punctuation. Strong 10-key calculator and typing skills. Working knowledge of all applicable laws and regulations affecting lending and collections, including bankruptcy and repossession proceedings. Ability to gather, assemble, correlate, and analyze facts to make sound decisions including the ability to analyze and interpret credit bureau systems.
Physical Requirements: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Written and verbal communication is important to impart detailed information accurately and efficiently to Credit Union members and team members. Must be able to exert up to 50 lbs. of force to occasionally lift, carry, push, pull, or otherwise move objects. Work involves prolonged periods of sitting at a desk and working on a computer.
Work Environment: Work is generally performed in a temperature-controlled office environment with typical exposure to ambient sounds such as office equipment, telephones, and conversations between Credit Union and team members.
