Under direction of the Assistant Vice President, Member Solutions plans, organizes, integrates, manages and evaluates the day-to-day activities of the Credit Union’s Collections Department; including but not limited to, account collection of consumer and mortgage loans, up to and through liquidation, recovery and OREO processes. Directs planning and implementation of strategic plans; ensures projects are designed and implemented efficiently and effectively; directs departmental business continuity planning to minimize risk.

Job Description

Essential Duties and Responsibilities

• Plans, organizes, evaluates and manages the work of staff within the department; utilizes resources effectively; implements plans, programs and work processes and procedures necessary to achieve desired results; coordinates and integrates functions within the department and across the Credit Union.
• Partners with Member Solutions Manager to streamline loss mitigation processes and to determine appropriate workout products are available and offered to members facing financial hardship; actively promotes a culture with collectors to ask questions of delinquent members and develop expertise for effective referrals to Member Solutions for financial counseling options.
• Participates in establishing business, operational and member service plans and initiatives to meet Credit Union goals and objectives.
• Provides leadership and works with staff to develop and retain highly competent, member service-oriented staff through training and day-to-day management practices that support the Credit Union’s mission and strategic goals: ensures that Assistant Managers and Specialty Collectors (bankruptcy, deceased, mortgage, repossession, Rural King) are well informed and the continuity of the function is ensured by trained back up personnel for each area of focus
• Establishes performance requirements and objectives for staff; monitors and evaluates their performance; provides coaching and development opportunities; finds ways to recognize performance; addresses performance deficiencies and takes disciplinary action, if warranted, in accordance with Credit Union’s policies and procedures.
• Serves as a subject matter expert in all phases of collections. Acts as a liaison with attorneys and third-party vendors; carries out contract reviews; Directs, analyzes and monitors all activities related to collateral repossessions, repayment plans, real estate (Secondary Market Loans & Portfolio Loans) foreclosure, short sales, forbearance, modification programs, foreclosure alternative programs, standard and streamlined modifications, deeds-in-lieu of foreclosures and other means of minimizing loss to the Credit Union
• Performs assessment of delinquent accounts to determine collectability; analyzes accounts for approval of foreclosures, charge-offs and legal actions.
• Monitors performance of the Collection Department staff and ensures optimum efficiency and effectiveness in achieving satisfactory delinquency ratios and charge-off performance. Develops methods to decrease delinquency and minimize financial loss.
• Ensure staff are well trained to best practices in collection activities, system capabilities, and compliance.
• Define system capabilities, evaluate current and potential technology use and the need for improve performance. Ensures that staff members are properly trained on appropriate department software programs.
• Finds ways to continually improve the efficiency of departmental processes to provide the best service to our members.
• Develops teamwork and collaborative relationships within the Credit Union.
• Promotes the Credit Union by participating in community involvement and special events.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered.

Education Requirements

4 Year / Bachelors Degree - Business degree or closely related field - Required

Experience Requirement

5 Years - Experience in management, with at least 3 years in a collections environment - Required

SKILLS/ABILITIES

• Ensure all internal and external customer service practices and processes are carried out and meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Provide guidance in the resolution of complex problems utilizing advanced knowledge and experience within areas of responsibility.
• Plan, organize and direct the day-to-day activities of the department.
• Lead and model RISE values and Code of Ethics through daily interactions and conduct.
• Promote and foster excellent member service and teamwork throughout department.
• Communicate in a professional manner and deliver information clearly and effectively to staff. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.

WORK ENVIRONMENT

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

Work Environment

Works in a general office environment.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.