Manager of Credit Counseling

PRIMARY FUNCTION:

Assists in directing and coordinating activities of departmental partners engaged in the collection of all delinquent accounts of consumer, mortgage, credit card, and other loans as well as the collection of negative deposit accounts by performing the following duties personally or through subordinates. The Manager of Credit Counseling performs face-to-face credit counseling sessions with delinquent borrowers as needed. The Manager develops and discusses alternative repayment plans with members.

ESSENTIAL DUTIES & RESPONSIBILITIES:

This position must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of Notre Dame Federal Credit Union in a positive manner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties identified below are the essential functions of the position and other duties may be assigned.

• Develops and maintains an effective systematic process for interviewing borrowers, establishing rapport, and identifying the best win-win scenario for the member and the credit union.
• Counsels’ member-borrowers who are delinquent or about to be delinquent to find the best resolution to their financial difficulty.
• Trains staff in counseling members in financial stress by helping them improve their financial condition.
• Assists in the implementation of an aggressive and proactive loss prevention program such as pre-foreclosure note sales, short sales, and other innovative means to keep losses low and reduce the amount of non-earning assets.
• Utilize technology to maintain a reasonable staff workload to ensure the best possible productivity and metrics for performance standards while enhancing the membership experience with the department.
• Assist in reviewing daily delinquency status to determine the needs of the orders repossessions, foreclosures, suspension of membership services, and works with attorneys to institute legal action or address bankruptcy filings.
• Maintains files, records, journals, and other electronic documents to provide a chronology of collection and credit counseling activity for delinquent loans and negative accounts including providing reports to management.
• Holds regular staff meeting in which development opportunities, training, and communication increases staff knowledge and engagement when needed.
• Ensures all personnel involved in collection activity are operating in compliance with the provisions of the Fair Credit Reporting Act, state and federal laws, and other financial regulations to maintain overall compliance with all applicable regulatory requirements.
• Reviews delinquency reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures. Also uses this information to analyze the staffing needs of the department.
• Coordinates with others -- including personnel of service and system providers, credit card companies, credit bureaus, insurance companies, collateral protection agencies, and registry offices – to establish procedures and processes to minimize the credit union's risk in lending.
• Stays current with all provisions of the Federal Bankruptcy codes and regulations, Repossession and Collection Laws, and Privacy Laws.
• Maintains files, records, and journals to provide a chronology of collection activity for every delinquent loan and negative deposit account, and provides weekly, monthly, and quarterly reports of collection results.
• Effectively interact, cooperate with, and seeks assistance from other departments affected by collection activities including all credit union personnel in direct contact with the membership.
• Monitor and supervise the credit insurance function for the credit union, including reporting to management and proper insurance agencies. Also dealing with necessary member adjustments as they may arise from time to time.
• Performs such other duties and functions as might be required for the efficient and effective operation of the credit union, or as might be assigned from time to time by Management.

SUPERVISORY RESPONSIBILITIES: 

Supervise partners in the Credit Counseling Department. Carries out Management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include assisting in interviewing, hiring, and training partners; planning, assigning, and directing work; appraising performance; rewarding and disciplining partners; addressing complaints and resolving problems.

PERFORMANCE STANDARDS: 

Persistent in collection and counseling routines regarding delinquent account identification, follow up, and relationship building. Able to assist in attaining the goals and objectives of the credit counseling function. Use of technology and other time and labor-saving processes to keep costs to a minimum and staff efficiency at maximum. Professional attitude and appearance as well as the ability to communicate effectively and persuasively with member borrowers and company partners.