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Collections Assistant Manager

3 months ago

Auburn Hills, United States CORNERSTONE COMMUNITY FINANCIAL CREDIT UNION Full time
Job DescriptionJob Description

Position Purpose:

The Collections Assistant Manager is responsible for providing subject matter expertise for Members, Team Members and Vendors and will help oversee the day-to-day Financial Resolutions operations involved with the collecting on delinquent loans, Visa, return Items, repossessions, bankruptcies, legal accounts, credit reporting, processes, and procedures to maintain accuracy and completeness, meeting compliance criteria for various types of delinquencies. Excels at queue maintenance, collecting activities and decisioning, and delinquent file reviews in accordance with established policies and procedures, keeping the member needs as the highest priority in tandem with team members and management counterparts. Balancing the corporate goals for collection activities and the credit unions brand and reputation importance level and ability to collect and lead with empathy. Actively engages in activities supporting efficient and compliant financial resolutions operations, efficiency recommendations and team member development, coaching, and leadership strategies to support the CU’s mission, vision, strategic plan, goals, and service promises. Continually assesses financial resolutions processes to identify opportunities for improvement, proficiencies, and employee coaching. Works with members, and across departments, to complete job functions, test, and implement new solutions in a timely manner acting as a go-to for the Financial Resolutions team for escalated issues. Reviews and prepares daily, weekly, and monthly reports as needed, as well as recommends process enhancements and assists to execute those approved enhancements. Assumes responsibility for the operation of the department during any absence of the department manager.

What You'll Do In This Role:

  • Assists with ensuring the Financial Resolutions/Collections team members have the necessary tools, materials, and training to successfully perform in their positions. Manages financial resolutions queues, assigns, observes, and reviews work to assess department and team member performance and efficiency. Coaches team members on a regular basis to confirm they clearly understand the performance and service standards and expectations for their position. Motivates, trains, and develops the financial resolutions team, holding them and themselves accountable to the service promises, mission, vision, goals, deadlines, and productivity standards set by the Credit Union to ensure production and quality metrics are consistently achieved, in conjunction with the financial resolutions Manager. Assists with leading the team to service all members with their questions and concerns, aiding team members to improve the financial lives of our membership. Assists with member escalations to resolve concerns and issues and notifying required parties based on escalation level.
  • Assists Financial Resolutions/Collections Manager with reviewing, maintaining, and reporting on required data to track the growth, quality, recovery efforts, timeliness, and efficiency of all the Financial Resolutions/Collections team activities. Assists with evaluating current staff for training needs and provides future training for financial resolutions in conjunction with the training department. Drives continuous improvement through coaching and feedback. Participates and assists in conducting team member check-ins, one-on-one and provides input in department level team huddles where goals are actively discussed, established and reviewed. Assists Manager in partnering with third party vendors who support and work on outsourced collections services and functions ensuring they are meeting agreed-upon service promise standards.
  • Facilitates the clearing of all obstacles before moving to escalate collection efforts through working with members, and team members. Identifies and acts upon red flags in loan documentation to avoid potential fraud. Manages documentation and reports for completeness, compliance and retention per regulations and company policies. Randomly audits team member work looking for the completeness of collection files, and accuracy and completeness of documentation and provides coaching as necessary. Supervises Financial Resolutions/Collections Team to ensure all requirements of the role are being completed accurately, efficiently, and within established compliance and credit union guidelines.
  • In tandem with the team, initiates contact with members through phone calls, emails, letters, texts, and messages within all digital channels, to urgently pursue and secure prompt recovery of all monies owed to the Credit Union that have been classified as being in default in accordance with CCF's policies. Researches and imposes resolutions, or recommendations to Senior Management including, but not limited to payroll deductions, skip tracing, and lien placements to ensure the greatest amount of repayment and minimize losses to the CU.
  • Processes legal request packets for lawsuits, repossessions, and bankruptcies to be filed and follows-through on all stages for alpha queues or prepares collection agency referral packet for 3rd party agency and follows-through. Includes, but not limited to gathering facts, negotiating redemptions, processing notice of sales, assigning repossessions to agents and auctions, and processing referral documentation to attorneys. Collects documentation for short/long term modifications for members who have experienced a hardship. Posts judgments, payments, and reaffirmations when received. Works all assigned cases to conclusion. Responds to consumer credit disputes received through various channels and systems.
  • Serves as a liaison between the Financial Resolutions/Collections team and other departments, assessing current and future needs and ensuring proper staffing to address those needs. Assists the department manager and their initiatives, collecting philosophy, with like-mindedness, in the planning, leadership, and coordination of department operation activities to include, but not limited to, scheduling, cross-training, reporting, overseeing collection efforts, and other financial resolutions functions.
  • Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

What You'll Bring To CCF:

  • A high school degree or GED is required.
  • Two to Five years of similar or related experience, including time spent in preparatory positions.
  • Experience in leading, coaching, developing, and holding team accountable.
  • Solid understanding of Fair Debt Collection Practices Act, Federal and State collections compliance and regulations, and other applicable laws along with working knowledge of collections operations.
  • Knowledgeable in collection policies, procedures, and services.
  • Proficiency in the Microsoft suite of products including Word, Excel, Outlook and PowerPoint.
  • Demonstrates the ability to analyze risk and determine solutions. Knowledge of State and Federal regulations and laws affecting consumer, real estate, credit card, and account collection practices.
  • Demonstrates the ability to interpret potential losses and risks (e.g., credit scores, debt to income, assets, deficits, balances, values) and perform math functions (e.g., addition, subtraction, multiplication, division, percentages, and ratios) to ensure financial soundness.
  • Demonstrates problem-solving, decision-making, and solid judgment by gathering and applying relevant data to research and resolve issues.

EOE