Assistant Manager, Collections

Job Summary

Leads the daily management and operations of the Collections team and department functions. Functions include all stages of collections. Promotes teamwork and effective cross-training efforts within the department. Ensures department goals are set, monitored, and met for both quality and quantity. Ensures compliance with applicable regulations and with OnPoint policies and procedures.

Essential Functions

• Provides ongoing training, cross-training and coaching to the Collections team to enhance efficiency and productivity of workflow to support high service expectations.
• Plans, monitors and appraises employee’s performance. Sets employee performance goals and developmental plans. Continuously communicates OnPoint purpose, vision, and guiding principles.
• Actively promote teamwork, including ensuring proper team support and consistent communication and enforcement of policies, procedures, and performance objectives.
• Leads effective staff meetings in support of strong communication and department effectiveness. Holds regular one-on-one meetings with employees to ensure personal and professional development.
• Demonstrates and reinforces expectations for excellent member service by modeling and coaching effective behaviors.
• Ensures team goals are attained. Devises and maintains effective reporting mechanisms to ensure high productivity and high-quality work.
• Continuously monitors activity to detect changes in collection volumes and needs to assure no surprises. Recommends staffing changes accordingly.
• Ensures policies and procedures are in compliance with all applicable rules and regulations pertaining to loan collections, and are regularly maintained for reference and training purposes.
• Recommends and implements revisions to processes and procedures to maximize productivity and efficiency while minimizing losses and expenses.
• Provides input to annual department operating budget.
• Oversees complex collection, fraud, or other activities to protect OnPoint’s best interests while finding feasible resolutions for all parties involved.
• Oversees the development and system administration of the collection system, ensuring that effective processes and controls are built to ensure consistent member service and practices.
• Performs additional duties as required by the Collections Manager.
  
  

Knowledge, Skills & Abilities

• Thorough knowledge of collections policies and procedures, as well as applicable regulations and laws pertaining to collections. Experience within a financial institution is preferred.
• Experience and knowledge in the collections areas, including credit cards, real estate secured, and auto loans, are expected.
• Experience and knowledge within the collections area on Equity, Bankruptcy, and charge-offs is preferred.
• Ability to coordinate and prioritize multiple assignments simultaneously for self and staff.
• Ability to exercise judgment, initiative, and tact in dealing with members, staff, co-workers, management, and outside agencies.
• Demonstrated ability to identify, analyze, and solve problems.
• Collection system experience with building/maintaining queues, workflows, and tasks.
• Solid computer skills in spreadsheet, database, and word applications to support analysis and reporting.
• Proven effective written and verbal communication skills.
  
  

Qualifications

• High school diploma or equivalent required.
• Minimum 4 years’ experience in collections, with strong knowledge of mortgage foreclosures and modification experience a plus
• Minimum two years supervisory or team lead experience with demonstrated people/management skills.
• Knowledge of FDCPA guidelines required.