Collections Manager

**Purpose/Duties**:
Assists the VP of Loss Prevention in planning, organizing and directing the day-to-day activities of the Debt Resolution/Loss Prevention Department. Manages, coaches and coordinates the daily activities of the Debt Resolution advisors. Ensures timely and compliant collection and recovery efforts. Maximizes technology and best practices to ensure a high level of productivity. Manages the relationship with our vendor that is responsible for collecting on early stage delinquent accounts for the Credit Union. Recommends actions such as loan modifications, repossessions, foreclosure, and filing suits. Monitors debt resolution costs. Identifies trends and provides feedback to the VP Loss Prevention as well as the Delinquency and Charge-off Committee members. Keeps management advised of all critical issues and identifies and reports leading risk indicators. The Debt Resolution Manager will assist the VP of Loss Prevention with developing and implementing departmental goals, strategies and objectives and foster an environment conducive to member satisfaction as well as employee achievement and fulfillment. Must participate in training annually, or as required for BSA and Privacy Act.

**Key Result Areas**:

- Participate with the VP Loss Prevention in the hiring and selection of new hires for the Debt Resolution/Loss Prevention Department
- Assist the V.P. Loss Prevention with the day-to-day operation of the department.
- Participates in training any new Debt Resolution Advisors
- Completes annual performance reviews for the Debt Resolution Advisors.
- Provide performance feedback/observations to the VP Loss Prevention.
- Act as a department “go to” for questions, matters that arise and/or requests for assistance in performing collection related duties or member related situations.
- Reassigns tasks as needed.
- Reviews and monitors collection queues to be sure contact plans are being executed daily.
- Assigns work queues.
- Ensures collection work notes are thorough and accurate.
- Monitors a specified number of calls per week (determined by the VP Loss Prevention) and completes a Call Assessment.
- Assists with collection calls as needed
- Handles escalated collection calls.
- Maintain consistency in collection practices and delinquency control.
- Oversee and manage the vendor who handles early stage delinquent accounts
- Responsible for assisting in the resolution of Business Loans over 60 days.
- Responsible for Modification and TDR Call Reporting in the absence of the VP Loss Prevention
- Present Modifications to Management for approval.
- Ensures all periodic administrative tasks relating to collections and CPI are completed accurately, on time and within regulatory guidelines.
- Provides coaching for all direct reports and performs performance evaluations.
- Represent the Credit Union in court and mediation hearings as necessary in the absence of the VP Loss Prevention
- Respond to attorney correspondence and calls, when necessary.
- Prepares the recommended for charge-off report by the 5th of every month.
- Responsible for collection of accounts over 60 days delinquent, including but not limited to: soliciting payment arrangements on delinquent loans, interviewing members to determine reason for delinquency
- Taking appropriate action to resolve the account (could include loan modifications or loan workouts),
- Counseling members concerning their financial obligations and offering suggestions and alternatives, recommending further action as deemed necessary (i.e. repossession, legal action, foreclosure, referral to collection agency), skip tracing as necessary to locate customers and posting loan payments
- Represents the credit union in a courteous and professional manner.
- Professional and efficient communications with all departments promoting synergy.
- Maintains member confidentiality in all aspects of providing services to membership.
- Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
- Responsible for upholding all credit union ethical standards.
- Perform other essential job functions a required or assigned.

**Minimum Education Required**:

- Associate's degree in Business Administration or related field

**Minimum Experience Required (minimum 5 years each)**:

- Leadership
- Problem resolution
- Proven sales abilities
- Training/coaching

**Required Skills**:

- Exceptional communication skills-Advanced Computer Skills
- Microsoft Outlook, Word, Excel & Power Point
- Business Collections with SBA knowledge(preferred)
- Fannie Mae Loan Servicing Experience
- Foreclosure and Modification Experience
- Organized
- Proactive/Creative thinker
- In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-t