What are the responsibilities and job description for the RESOLUTION MANAGER position at Guardian Credit Union?
Major Duties and Responsibilities
- Manage, train, and mentor the collections team to meet performance goals and ensure effective, consistent collection efforts. Establish clear objectives for the team, set performance targets, and monitor progress. Foster a culture of professionalism, member service, and compliance within the collections department.
- Develop and implement effective collection strategies and processes to minimize delinquent accounts and maximize recovery rates. Monitor collections activities and workflows, adjusting as needed to improve efficiency and member outcomes. Analyze delinquency trends, adjust strategies, and make data-driven decisions to optimize collection effectiveness.
- Oversee member communication efforts, ensuring professional, compliant interactions to resolve past-due accounts. Review high-risk accounts and escalate actions as needed to recover outstanding balances. Develop and implement solutions, such as payment plans or restructuring, to help members meet their obligations.
- Ensure collections activities comply with state and federal regulations (FDCPA, CFPB, etc.) as well as credit union policies. Stay informed on regulatory changes and update policies and procedures accordingly. Mitigate risks by maintaining accurate records, monitoring compliance, and addressing issues promptly.
- Provide regular reports on collections metrics, recovery rates, delinquency levels, and department performance. Utilize data to identify trends, challenges, and opportunities for improvement within the collections process. Develop and present collection performance reports to senior management.
- Strive to balance effective collections with member retention by using member-centric communication and solutions. Work closely with member service teams to ensure smooth transitions and maintain positive relationships.
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.
Knowledge and Skills
Experience
Preferred two to five years of similar or related experience, including time spent in preparatory positions.
Education/Certifications/Licenses
Preferred some college coursework, or specialized course of study in related preparatory field.
Interpersonal Skills
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.
ADA Requirements
Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 4-6 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various complicated written and oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Experience
Preferred- Two to five years of similar or related experience, including time spent in preparatory positions.
Education
Preferred- Some college or better
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