Collections Manager

About Gulf Winds

Gulf Winds Credit Union offers innovative financial tools that give our members freedom to live life with their finances under control. Since our founding in 1954, we have grown from a single branch in Pensacola, Florida, to a regional institution with over $1 billion in assets and 83,000+ members across Florida, Alabama, and Georgia. From daily banking needs to investment services, our members aren't treated like an account number, but as part of the family.

Our Values

We are guided by our core values of Integrity, Care, Growth, and Innovation and are dedicated to our members, our community and each other.

Integrity
We own our decisions and actions by doing the right thing, learning from our mistakes, and taking responsibility.

Care
We help members meet their goals by listening to understand and offering the best solutions, placing kindness above all else.

Growth
We set ambitious goals, provide personal development opportunities, and encourage results.

Innovation
We challenge the status quo to enhance the member's experience and solve tomorrow's challenges today.

Working at Gulf Winds

Working at Gulf Winds is not just a job, it's a career. We're hiring collaborative, motivated people who want to love what they do. We are forward-thinking and family oriented. We recognize and reward excellent member service and have fun while working hard. When you join the team you can expect:

• Open and transparent communication with your leaders
• Consistent coaching and opportunities to improve performance
• Collaborative and team-focused environments
• Short and long-term professional development
• Opportunity to participate in cross-functional projects

With you on our team we can achieve our vision of becoming the leading and most trusted credit union on the Gulf Coast.

Job Description

Role:

The Collections Manager is responsible for the effective and efficient collection of past due accounts and for maintaining delinquency to meet or exceed goals set by the VP of Collections. The Collections Manager will assist the VP of Collections in reaching the Collection goals of the department and Collections Officers and carrying out the strategic vision, goals, and mission of the Credit Union. The Collections Manager will be responsible for auditing Collections Officers' queues, late-stage resolutions and remedies, recommendation of repossessions, recommendation of charge-offs, and controlling risk and loss to Gulf Winds Credit Union. The Collections Manager will also assist the Bankruptcy and Real Estate Specialist and Repossession Specialist as needed. The Collections Manager will demonstrate a full working knowledge of FDCPA, UDAAP, TCPA, Service Members Civil Relief Act, and any applicable Federal or State consumer protection laws or guidelines. The Collections Manager will also supervise the training of the Collections Officers, perform routine auditing, and supply adequate reporting of all Collections areas to the VP of Collections.

Essential Functions & Responsibilities:

Control delinquency by leading the Collections Officer team. Perform daily audits of collection queues, assist in late-stage resolutions and/or recommendations of additional Collections actions. Oversee the Collection Officers' productivity and success, provide adequate training and coaching, monitor Collection Officer work schedules and timecards, and make recommended changes to the VP of Collections. Assist the VP of Collections with special assignments and projects and provide backup support in the VP of Collections absence. Inform management of trends in loan underwriting contributing to delinquent/charge-off loans. Monitor, track, and report trends within the Real Estate and Indirect Auto portfolios.

Coaches the team for both short-term and long-term success and conducts one-on-one meetings with each individual at least once per month. Sets goals that stretch the team but are also realistic and attainable and track with the overall success of the Credit Union. Ensures credit union Core Values are used in every internal and external member interaction.

Monitor, track, and process monthly charge-offs. Responsible for gathering and recommending accounts for charge-off in a timely manner according to CU policies and procedures. Conduct sufficient research prior to recommending accounts for charge-off to ensure all possible efforts to resolve delinquency have been performed.

Work with the VP of Collections to ensure the strategic vision is carried out and the team remains aligned with the Credit Union's goals and mission. Effectively communicate these goals and mission to the team. Continually assess processes and work to improve/implement solutions to maximize the department's effectiveness.

Perform yearly due diligence on any Collections approved vendors and work directly with the VP of Collections on all service agreements and or contracts in place currently and in the future.

Provide overflow assistance to Bankruptcy and Real Estate Specialist and Repossession Specialist as needed.

Performs other job-related duties as assigned.

Performance Measurements:

1. Collection efforts meet the Credit Union's goals. Delinquency goals meet or exceed the Credit Union's targets for reportable and non-reportable stages of delinquency.
2. Optimal and timely recovery of Credit Union assets from delinquent and charged-off accounts.
3. Accurate and complete records of all collection and recovery activity. Submission of appropriate reporting to the VP of Collections, including consumer loans, repossessions, charge-offs, dealer performance, indirect and direct auto performance, and others as needed or required.
4. Adhere to the provisions of the Fair Debt Collection Practices Act (FDCPA) and ensure collection activity is always within Credit Union policy and all relevant regulations.
5. Provision of informed, professional, and accurate service and support to all members and employees.
6. Complies with all applicable rules, regulations, and policies, including but not limited to BSA, OFAC, and Physical Security.

Knowledge and Skills:

Experience: Five years of similar or related experience.

Education: (1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program. A bachelor's degree is preferred.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills: Demonstrated proficiency in Microsoft Excel, Word and Outlook Required. Full working knowledge of all State and Federal Consumer Protection laws and others as required by Gulf Winds Credit Union.

Normally expected to work between 8:00 a.m. and 5:00 p.m. or as designated by the VP of Collections but may be required to work nights and/or weekends.

Must adhere to safety rules and regulations.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Gulf Winds is an Equal Opportunity Employer. Drug Free Workplace.