Collections Leadership and Operations Director

4 weeks ago

Eugene, Oregon, United States Oregon Community Credit Union Full time

About Oregon Community Credit Union

Salary: $98,109,096.00

Location: Eugene, OR - Remote Work Environment

Job Description:

At Oregon Community Credit Union, we are dedicated to enriching lives by hiring talented individuals who share our values of tenacity, humility, and big-heartedness. As a Collections Leadership and Operations Director, you will play a pivotal role in leading our Collections team to achieve exceptional member service while driving production results and ensuring compliance with procedural and regulatory requirements.

Key Responsibilities:

  • Leadership: Hire, schedule, develop, coach, and assess assigned team members to create a highly functioning and effective organization that provides best-in-class member service.
  • Develop Goals: Develop goals for each team member that align with organizational goals.
  • Oversee Performance Management: Oversee performance management with the guidance and assistance of Human Resources, ensuring disciplinary action is handled appropriately.
  • Regular Feedback and Development Meetings: Conduct regular feedback and development meetings with all assigned team members.
  • Maintain a Cohesive Team: Maintain a cohesive, highly trained, and motivated team that meets daily department demands and long-term organizational goals.
  • Communication: Provide consistent communication to teams to ensure they understand objectives and organizational goals and how each contributes to these.
  • Change Management: Lead team members through change management effectively when required.
  • Establish and Maintain Commitments: Establish and maintain commitments and professional business relationships with team members, members, vendors, the community, professional organizations, and credit union trade organizations.
  • Staff Development: Play a positive role in the development and growth of assigned team members through excellent communication skills, both verbal and written, along with strong delegation skills, assuring a highly effective, cross-trained staff.
  • Advantage Framework: Consistently use the Advantage Framework, including cascading communications and supporting and committing the determined objectives, initiatives, and strategies.
  • Self-Awareness and Communication: Use self-awareness and communication skills to effectively collaborate with other departments and areas.

Role-Specific Responsibilities:

  • Lead Collections Functions: Lead the performance of Collections functions at OCCU.
  • Key Performance Metrics: Establish and monitor key performance metrics to ensure service levels and operating metrics are achieved, closely monitoring results relative to established objectives and ensuring appropriate steps are taken to correct unsatisfactory conditions.
  • Member Complaints and Feedback: Monitor member complaints and feedback and make recommendations for improvement as needed.
  • Business and Collections Technology: Possess a high competency in the use of business and collections technology, being the key promoter of virtual systems to our members and using both internal and external software programs with a high degree of mastery.
  • Member Contact Systems: Manage and monitor member contact systems such as phone, chat, and email to maximize productivity, optimize staff scheduling, and deliver positive member experience.
  • Collection-Related Functions: Maintain a strong understanding of collection-related functions and be able to guide employees to correct procedures and achieve results.
  • Documentation and Reporting: Ensure that all collection activity is accurately documented and updated in compliance with OCCU's standards for knowledge assets.
  • Third-Party Partners: Oversee third-party partners and prepare regular reporting on their performance.
  • Performance Review and Reporting: Review performance and results related to collections and deliver regular reports and recommendations for improvement or maintenance of high metrics.
  • Development of Plans and Budget: Work with leadership in the development of plans, budget, and ongoing forecasts, including the identification of variances and development of corrective tactics as they occur (across both short and longer-term horizons).
  • Professional Relationships: Develop and maintain professional relationships with key contacts in the community, such as other financial institution collections personnel and industry experts.
  • Monthly Loan and Non-Loan Charge-Offs: Perform monthly loan and non-loan charge-offs.
  • Regulatory Compliance: Must adhere to the Fair Debt Collections Practices Act and all other regulatory standards and internal procedures.

Requirements:

  • Experience: A minimum of five years of similar or related experience, including managing day-to-day activities of all collection-related functions.
  • Entrepreneurial Thinking: Must be entrepreneurial in thinking, planning, and implementation.
  • Education: Bachelor's degree in business management, finance, or other relevant fields of study required and/or demonstrated experience driving measurable business outcomes.

Benefits:

  • Low-Cost Medical, Dental, and Vision Insurance:
  • 401(k) Retirement Plan with Employer Match:
  • Paid Time Off and 12 Paid Holidays:
  • Tuition Reimbursement:
  • Company-Paid Long-Term Disability:

About OCCU:

OCCU is an Equal Opportunity Employer.

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