Member Solutions Collections Manager

Description

The Member Solutions Collections Manager will be responsible for organizing, planning, directing, and controlling all operations of the Collections Area. This role oversees all collections functions including managing loan and credit accounts that are potentially delinquent, delinquent, or charged off as well as handling negative share accounts. Assists in the resolution of difficult and complex member account situations. Responsible for collateral, repossessions, and the oversight of the disposition of repossessed Credit Union assets along with the Director of Member Solutions. Performs periodic evaluation of collections policies and procedures and modifies as needed. Ensures that established policies, procedures, and legal requirements are followed. Coordinates activities, ensuring that all subordinate areas of responsibility support Credit Union objectives. Trains, directs, and appraises personnel. Ensures that services are delivered professionally and efficiently.

Position Responsibilities:

• Documents all actions taken, including telephone conversations, payment arrangements and correspondence, in collection package, to ensure all information is accurate and the integrity of the database is maintained. 
• Ensure activities conducted by Member Solutions team achieve the assigned goals and objectives. 
• Utilize effective human relations skills and various forms of persuasion to present a positive Credit Union image in an already unfavorable situation. Calms exasperated members and answers member questions and complaints relevant to collections functions.  
• Ensure default leadership and loss mitigation guidelines, as provided by FNMA, FHLMC, CFPB, federal and state regulations and Credit Union policies and procedures are properly followed. 
• Performs collection efforts in accordance with Credit Union policies and procedures and ensures they are legally compliant.
• Assists in the execution of operational strategic goals by ensuring collections functions are complementary and supportive of processes.
• Establishes and maintains collection procedures on loan accounts that are delinquent, potentially delinquent, and charged to the reserve.
• Overcomes objections and demonstrates creative thinking to come up with WIN-WIN solutions
• Oversees the development and implementation of cross-training initiatives in the furthering of organizational and departmental strategic goals.  
• Assists team with complicated situations, escalated calls, or service issues; works to resolve complex member issues while maintaining professionalism.
• Coaches, leads, and motivates team to meet or exceed goals. This includes, but is not limited to account audits, conducting monthly coaching sessions and ensuring all mandatory training is completed.
• Enables team members to grow and succeed through feedback, instruction, and encouragement.
• Encourages and develops cooperation among team members to ensure a “team effort” and commitment to the established service expectations.
• Monitors and evaluates work quality, efficiency, productivity, as well as provide suggestions for improved service delivery. Identifies new and or alternate methods to accomplish department functions.
• Responsible for Repossession approval or periodic review of assigned repossessions to ensure appropriate methodology for assignments. 
• Holds self and others accountable for professional and ethical behavior as defined by Resource One Credit Union’s mission, culture, and values.
• Prepares monthly/quarterly work schedule for team while maintaining compliance with applicable state break and meal periods.
• Promotes department synergy. Leads by example. Builds and maintains relationships with Resource One employees.
• Assists in developing department policies and procedures.
• Researches loan accounts that appear on late and potentially late records to ensure that Credit Union errors are detected promptly.  
• Reviews submissions and approval of charge-offs, orders of repossessions and foreclosures, and various court actions. Makes recommendations for action or approves within authority.
• Ensures department functions are completed in accordance with established Credit Union policies and procedures and applicable state and federal legal requirements
• Works with appropriate parties to ensure the timely and accurate disposition of credit union assets.
• Performs all other duties as assigned by leadership.

Requirements

• High school diploma or equivalent.
• 2 years’ experience in collection functions, as to completely understand bankruptcies, legal actions, repossessions and foreclosures preferred. 

Knowledge, Skills, and Abilities

• Collection experience in consumer, mortgage and business lending.
• Comprehensive knowledge of collection procedures, skip tracing, repossession, bankruptcy, foreclosure and related laws and regulations.
• Familiar with deposit programs, account ownership, and casualty insurance.
• Thorough understanding of all court systems (Small Claims, Circuit, District, Bankruptcy)
• Complete knowledge of equity calculations, priority of liens, and redemption rights.
• Ability to analyze and evaluate situations that affect the loan assets of the credit union.
• Ability to conduct analysis of data and to prepare reports as required.
• Demonstrates ability to multi-task with attention to detail in a fast-paced environment.
• Ensures the security and confidentiality of private member information. Refers to Code of Ethics policy for current guidelines.
• Manages difficult and stressful situations with professional composure with ability to diffuse escalated situations.

Physical Demands and Work Environment

• Stationary work, often requiring standing or sitting for prolonged periods
• Operate standard office equipment and keyboards
• Visually recognize, reconcile, and verify numerical details for accuracy
• Repeating motions that may include the wrists, hands and/or fingers
• Must be able to access and navigate facility with reasonable accommodations
• Lift and carry small parcels, packages and other items

Additional Notes

• Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen.
• This Job Description is not a complete statement of all duties, responsibilities and physical demands comprising this position. 

Salary : $73,400 - $78,000