About this role
JOB FUNCTIONS
Leadership & Department Management
- Direct and manage the daily operations, workflows, priorities, and activities of the Credit Resolution Department.
- Supervise, coach, develop, and evaluate department employees to support achievement of departmental goals and service standards.
- Establish performance expectations and provide ongoing feedback, training, mentoring, and professional development.
- Monitor staffing levels, workloads, productivity, service quality, and employee performance.
- Promote a culture of accountability, professionalism, teamwork, continuous improvement, and member-focused service.
- Partner with Human Resources and the Vice President, Operations & Risk regarding recruitment, onboarding, performance management, employee development, and corrective action matters.
- Approve employee schedules, time records, and departmental attendance records.
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Collections & Recovery Operations
- Oversee collection activities relating to delinquent consumer, mortgage, credit card, and business loan accounts.
- Monitor delinquency trends and implement approved strategies to improve collection effectiveness and portfolio performance.
- Ensure timely and appropriate handling of repossessions, foreclosures, bankruptcy accounts, estate claims, deceased member accounts, charged-off loans, judgments, skip-tracing efforts, and collection agency placements.
- Review and approve settlement arrangements, payment plans, loan modifications, and workout programs within established authority limits.
- Escalate exceptions, significant exposure, high-risk cases, and policy deviations to the Vice President, Operations & Risk.
- Ensure timely charge-off processing in accordance with approved policy, accounting requirements, and applicable guidance.
- Maintain oversight of negative share accounts and ensure appropriate collection, reporting, and recovery activity.
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Portfolio Performance & Reporting
- Monitor and analyze portfolio performance indicators, including delinquency trends, roll rates, charge-offs, recoveries, bankruptcy losses, repossessions, loan modification performance, and negative share exposure.
- Prepare accurate monthly, quarterly, and annual departmental reports for senior management review.
- Assist the Vice President, Operations & Risk with information needed for Board, committee, examiner, auditor, and regulatory reporting.
- Identify trends, emerging risks, and performance gaps, and recommend corrective actions or operational improvements.
- Perform account-level reviews and provide recommendations regarding collection strategies and recovery opportunities.
- Support Finance with accurate information needed for applicable regulatory and financial reporting.
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Compliance & Risk Management
- Ensure departmental activities comply with applicable consumer protection, debt collection, bankruptcy, credit reporting, servicemember protection, privacy, and state requirements, as well as internal policies and procedures.
- Maintain departmental procedures and recommend policy revisions when appropriate.
- Monitor collection disputes, member complaints, E-Oscar responses, credit reporting disputes, and regulatory inquiries.
- Coordinate internal audits, quality reviews, issue remediation, and corrective action activities.
- Ensure appropriate documentation, account notes, record retention, and control practices are maintained.
- Coordinate periodic legal and compliance review of collection communications, forms, workflows, and procedures.
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Vendor & Third-Party Management
- Serve as the primary operational contact for collection-related vendors, including repossession companies, auction providers, collection agencies, outside attorneys, skip-tracing vendors, insurance providers, and collection technology vendors.
- Monitor vendor performance, service levels, expenses, compliance with contractual expectations, and operational effectiveness.
- Participate in vendor due diligence, risk assessment, ongoing monitoring, and issue resolution activities.
- Recommend vendor enhancements, process improvements, or service changes to the Vice President, Operations & Risk.
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Operational Excellence & Continuous Improvement
- Identify opportunities to improve efficiency, controls, service levels, employee effectiveness, and departmental performance.
- Participate in system enhancements, process improvement initiatives, and enterprise projects.
- Assist with business requirements, user acceptance testing, implementation support, and post-implementation review for collection and recovery systems.
- Ensure effective use of departmental technology, automation, queues, reports, and workflow tools.
- Develop and maintain documented workflows, procedures, desk guides, and operational standards.
- Collaborate with Lending, Finance, Compliance, Fraud, and other departments to improve portfolio performance and member outcomes.
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Other Responsibilities
- Participate in management meetings, departmental meetings, assigned committees, and project teams.
- Serve as a departmental subject matter expert for collections, recoveries, and loss mitigation activities.
- Assist with departmental budget planning and manage approved expenditures within assigned authority.
- Perform other duties and special projects as assigned by the Vice President, Operations & Risk.
Qualifications
SKILLS
The successful candidate must possess strong leadership, interpersonal, analytical, and communication skills. The ability to lead employees, manage priorities, resolve complex issues, and make sound decisions within established authority is essential. A collaborative leader who promotes teamwork, accountability, operational discipline, continuous improvement, and positive member experiences.
- Strong verbal, written, listening, and presentation skills.
- Ability to coach, motivate, develop, and hold employees accountable.
- Strong organizational, prioritization, and time management skills.
- Sound judgment, problem-solving, and decision-making capabilities.
- Effective negotiation, de-escalation, and conflict resolution skills.
- Ability to analyze portfolio trends, operational performance, and risk indicators.
- Strong attention to detail, documentation, and compliance requirements.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency with core processing systems, collection platforms, reporting tools, and Microsoft 365 applications.
- Commitment to professional, member-focused service while balancing loss mitigation and risk management objectives.
EDUCATION / EXPERIENCE
- Bachelors degree in Business Administration, Finance, Accounting, Management, or a related field preferred; equivalent relevant experience may be considered.
- Minimum of five (5) years of progressively responsible experience in financial services, lending, collections, member service, call center operations, loan servicing, recoveries, or related functions.
- Minimum of three (3) years of supervisory or leadership experience, including employee coaching and development.
- Demonstrated knowledge of consumer lending, collections, recovery practices, loss mitigation, bankruptcy administration, repossession processes, loan modifications, workout strategies, credit reporting, and applicable compliance requirements, or the ability to quickly acquire and apply such knowledge.
- Experience in a credit union, bank, financial institution, or high-volume member/customer environment preferred.
- Experience managing service, operations, collections, or support teams with responsibility for performance metrics, quality standards, process improvement, and member/customer experience.
- Experience with Temenos, Symitar, CRM platforms, workforce management systems, or comparable financial institution and call center technologies preferred.
- Working knowledge of consumer collections, recovery practices, bankruptcy administration, repossession processes, estate recovery, loan modifications, workout strategies, credit reporting, and collection compliance requirements.
- Professional collection, lending, risk, or credit union certifications are desirable.
- Demonstrated commitment to continuing education through industry training, seminars, certifications, conferences, and professional development.
PHYSICAL REQUIREMENTS
The position requires the following physical activities within varying environmental conditions:
- Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period of time.
- Occasional travel or moving from one office location to another or from one department to another at the headquarters building.
- Occasional lifting, moving, or adjusting objects up to 20 pounds.
- Constant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic device.
- Work will be in a commercially reasonable temperature-controlled environment.
- Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.