What are the responsibilities and job description for the Assistant Manager, Collections position at Publix Employees Federal Credit Union?
Publix Employees Federal Credit Union (PEFCU) was established over 60 years ago to provide financial services with lifetime value to Publix Super Markets, Inc. employees and their families.
PEFCU Benefits/Perks:
- Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage!
- Generous Paid Time Off program (approximately 4 weeks a year)
- 11 paid holidays per year
- 401(k) retirement plan and profit sharing
- Pay for performance incentive programs
- Time off for giving back to your community!
- Tuition reimbursement
- And much, much more!!!
Assistant Manager, Collections (Member Resolutions)
The Assistant Manager, Collections (Member Resolutions) is responsible for leading and managing a collections team to ensure efficient and effective collection and support activities. With a focus on optimizing performance and productivity, the Assistant Manager, Member Resolutions provides guidance, support, and mentorship to team members while overseeing operations and vendor relationships. With strong leadership skills and a commitment to excellence, this role drives the success of the Member Resolutions department by fostering collaboration, maintaining compliance, and achieving collection targets.
What you will do…
- Provide guidance, support, and mentorship to collections team members to optimize collection and support efforts.
- Monitor work levels and manage capacity among team members to maintain optimal performance and productivity.
- Liaise with third-party vendors such as Manheim to oversee facilitation of remarketing of vehicles and SWBC to track skip, damage, and CPI claims.
- Conduct call/account reviews and perform annual performance reviews to ensure quality standards are met.
- Generate insightful reports for Member Resolutions management
- Conduct quality assurance reviews
- Monitor available reports to identify delinquent accounts. Take appropriate action to resolve overdue balances, ensuring compliance with the credit union's policies, procedures, and regulatory requirements.
- Resolve complex or escalated accounts, including high-risk or high-priority members, negotiating payment plans or settlements while maintaining a high level of service.
- Prepare and submit regular reports to the Collections Manager on key performance indicators (KPIs), collection progress, trends, and challenges. Provide data-driven recommendations to improve processes.
- Ensure that credit and collection policies, procedures, practices, and documentation meet federal and state regulations.
- Develop and Implement strategies to increase the successful collection and recovery on accounts. Train staff on alternative collection techniques to resolve issues positively.
- Oversee the following: ordering and reviewing credit bureau reports when reviewing delinquent accounts, processing orders and reviewing credit bureau reports, processing order modifications, and TDRs in accordance with policy and procedure.
- Build and manage a high-performing team through recruitment, training, and leadership development.
What you need....
- Minimum 2-3 years of collections experience
- Leadership experience preferred, but not required
- High School diploma or equivalent. Associate's degree preferred.
- Excellent oral and written communication skills.
- Excellent negotiation and de-escalation skills
- Strong ability to balance the needs of individual members with those of the entire membership
- Ability to identify friction points that impede an ability to resolve issues
- High-level ability to actively listen and identify root cause
- Ability to remain calm and think clearly toward identifying solutions
- Demonstrated ability to multi-task while maintaining quality
- Knowledge of the Bank Secrecy Act and other federal laws, including but not limited to: US Patriot Act, Office of Foreign Assets and Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act
What’s in it for you…
- Competitive pay
- Pay for performance incentive program
- Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage!
- Stellar benefits/perks
- Work/life balance
Apply now!
