Collections Manager

Mobility Credit Union is a progressive and diverse credit union focused on offering excellent customer service.  We are a dynamic organization and flexible to work/life needs, creating a supportive work environment that is understanding of personal and family obligations.

Mobility CU has grown over 75% in the past 8 years.  We offer a competitive salary, 6 percent 401K matching, excellent health care options and a $2000 signing bonus.

Role

The Collection Manager leads a highly performing Collection team which has principal responsibility for servicing Members with past due consumer and residential loans. This role requires excellent people and risk management, communication, and problem-solving skills to drive performance. This role also requires a high degree of emotional intelligence, adaptability, analytical thinking, strategic and tactical planning, and the ability to successfully manage multiple responsibilities in a fast-paced, heavily member-focused and solutions-driven service environment.  This role requires experience in late-stage collection process, skip tracing, bankruptcies and repossessions.

Essential Functions & Responsibilities:

Staff Management

In partnership with the Director of Collection and MCU leadership, the Collection Manager develops and implements strategies, tactics, processes, reports, and controls to build a cohesive team with diversified experience and skill sets to meet evolving Member needs consistent with MCU growth plans. This includes:

•  Planning for and fulfilling hiring and staffing needs
•  Department goal setting
•  Performance management, including monthly and annual performance reviews
•  Employee development and training
•  Employee engagement and accountability
•  Employee incentive program planning, analysis, reporting, and management 

Collections Operations Management

In partnership with senior level management develops and implements strategies, tactics, processes, reports, and controls for:

• Collections strategy and tactics
• Policy and procedures for collection operations
• Collection technology, including the collection management database, telephone system, payment   systems asset recovery, and legal systems
• Operations reporting, data analysis, and recommendations
• Credit loss risk planning and achieving targeted goals
• Process analysis and automation, including RPA and AI integration, to identify, implement, and capture operating efficiencies
• Collateralized asset recovery and liquidation
• Legal account processing and follow up
• Charged off loan recovery
• FDCPA and compliance management
• Member escalation and complaint review and resolution
• Business continuity planning, documentation, and testing

Collections Department Functional Management

In partnership with senior level management develops and implements strategies, tactics, processes, reports, and controls for:

• Expense forecasting, review, approval and management
• Delinquency and loan loss forecasting and budgeting, supported by detailed analysis
• Organizational structure optimization
• Tools and technology review, planning, selection and management, including RPA and AI, to leverage technological and operational efficiencies for members and department and enterprise project participation and management
• Loan portfolio risk management optimization, ensuring that actual risk aligns with MCU stated collection risk tolerances
• Lending Risk Management, partnering with Loan Underwriting to pro-actively manage risk/reward strategies and execution
• External (MCU Executive) functional reporting, review, and analysis
• Loan loss provision (CECL) management
• Vendor review, selection and management

In addition to the responsibilities specifically outlined above, the Collection Manager must continually look to the future: how will we fulfill our mission next year? In five years? Keeping abreast of best practices across the spectrum of collections operations is required. The Collections Manager is expected to network with peers across the Credit Union and financial services landscape to ensure MCU's collections operations deliver great Member service, risk mitigation delinquency remediation, and loss minimization as efficiently and effectively as possible, using the most cost-effective combination of human and technology resources. The Collection Manager is also responsible for ensuring appropriate communication and cooperation with other functional areas within MCU. This entails developing and maintaining effective professional working relationships with superiors, peers, and subordinate colleagues across the MCU enterprise. The Collections Manager will interact most frequently with MCU's Lending, Finance, HR, Compliance, and Member Services teams.

Performs other duties as assigned

Performance Measurements

• Priority management - Ensuring others contribute to organization strategies by focusing on the most critical priorities, measuring progress, and ensuring accountability against those metrics. Maintains acceptable delinquency ratios.
• Creates accountability'Ensures that those responsible for implementing a strategic initiative have role clarity and accountability for required actions and that results follow.
• Brings others along'Helps people understand the reasons behind organizational initiatives and the value of assigned responsibilities for the individual, team, and organization.
• Follows Up– Is resolute in tracking ongoing progress against strategic objectives to ensure successful goal achievement, and pro-actively resolves challenges and reports any issues to leadership to avoid or mitigate surprises

Delivering Innovation

• Innovation - Creating an environment (culture) that inspires people to generate novel solutions with measurable value for existing and potential customers (internal or external); encouraging experimentation with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions.
• Inspires curiosity'Encourages others to ask probing and provocative questions to understand the assumptions underlying current practices before moving to problem solving. Displays strong sense of personal intellectual curiosity to further develop self and others.

EDUCATION/CERTIFICATION:

• Bachelor's degree in business, Finance, Data Analytics, or a related field, or an equivalent combination of education and experience. Relevant experience in collections, risk management, or data analysis may be considered in lieu of a formal degree.
• Minimum of five (5) years of experience in the financial services sector, with at least 2 years in a leadership or supervisory capacity. Credit Union or Banking experience is preferred.
• At least two (2) years of collections or sales experience in the financial services sector.
• At least intermediate level proficiency with Microsoft Excel with strong technology skills and aptitude
• Excellent interpersonal, communications, analytical and problem-solving skills are required.
• Demonstrated experience working cross-functionally with departments such as Risk, Legal, Member Service, and Technology to ensure cohesive collections strategies.
• Familiarity with collections management software, CRM systems, and other financial technology platforms.

REQUIRED KNOWLEDGE:

• Basic understanding of Credit Union operations.
• Proven experience with digital collections strategies, including the use of automated collections tools, AI-driven systems, or similar technology.
• Proficiency in data analytics tools and predictive modeling software (e.g., Python, R, or SAS) to analyze borrower data and implement risk-based collections strategies.

• EXPERIENCE REQUIRED:

• Four to five years lending and collection experience and 2 years in leadership.

SKILLS/ABILITIES:

• Good communication skills.
• Professional appearance, dress, and attitude.
• Good organizational, problem-solving, and prioritizing skills
• Ability to operate related computer applications, and other business equipment including calculators, typewriter, printer, scanner, and telephone
• Good typing skills
• Negotiating skills

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• TALKING: One must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• REPETITIVE MOTIONS: Movements frequently and regularly require using the wrists, hands, and/or fingers.
• FINGER DEXTERITY: Primarily using fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.
• AVERAGE VISUAL ABILITIES: Average, ordinary visual acuity is necessary to prepare or inspect documents, products, or operate machinery.
• PHYSICAL STRENGTH: Exerts up to 20 lbs. occasionally and/or up to 10 lbs. frequently.

WORKING CONDITIONS

• No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• REASONING ABILITY: Ability to deal with a variety of variables under only limited standardization. Able to interpret various instructions. Must have strong negotiating, analytical and problem-solving skills.
• MATHEMATICS ABILITY: Ability to perform basic math skills, use decimals to compute ratios and percents, and to draw and interpret graphs.
• LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.

INTENT AND FUNCTION OF JOB DESCRIPTIONS
This job description is intended as a summary of the major duties and responsibilities as well as qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required either now or in the future.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the Credit Union.

Job descriptions are not intended as and do not create employment contracts. The Credit Union maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.