Assistant Manager, Collections

Job Description

Job Description

At Suffolk Credit Union, we empower our members and strengthen our community by promoting financial wellness, transparency, and respect. Join us to enjoy comprehensive benefits, including health plans, 401(k) matching, and support for work-life balance, along with employee engagement activities and opportunities for community involvement.

Role Overview:

The Assistant Manager of Collections oversees daily operations of the Collections Department, supervising, coaching, and managing the performance of collections staff. This role ensures work is completed accurately, timely, and in compliance with credit union policies and regulatory requirements. Serving as the department's primary operational lead, the Assistant Manager handles escalations, monitors workflows, and ensures consistent application of collection strategies. The position partners closely with the Manager of Collections to support departmental goals, process improvements, and performance initiatives, with a strong focus on member experience, compliance, and accountability.

Key Responsibilities:

• Supervises collections staff and manages daily work queues, assignments, and priorities.

• Serves as primary point of contact for staff questions, coaching, and issue resolution.

• Oversees daily collection activities, including delinquency management, payment plans, skip tracing, and follow-ups.

• Monitors staff productivity, call quality, service standards, and procedural compliance.

• Provides coaching, training, onboarding, and performance feedback, partners with Manager on corrective actions and improvement plans.

• Reviews and approves routine collection actions, documentation, and extensions within authority.

• Acts as escalation point for member complaints and complex collection issues.

• Reviews delinquency reports, payment plan logs, exception reports, and ensures accurate documentation and system updates.

• Oversees workflows for bankruptcies, deceased accounts, restraints, charge-offs, repossessions, and foreclosures.

• Coordinates with repossession vendors, auction partners, and deficiency agencies; escalates exceptions as needed.

• Assists with reporting, metrics tracking, audits, examinations, and process or system improvements.

• Serves as acting Manager in the Manager's absence and upholds Suffolk Credit Union's mission, values, and service standards.

Essential Qualifications:

• Strong working knowledge of collections operations, delinquency management, and loss mitigation.
• Demonstrated supervisory and coaching skills with the ability to motivate and hold staff accountable.
• Solid understanding of applicable regulations including FDCPA, FCRA, bankruptcy, and NCUA guidance.
• Strong organizational and time-management skills with the ability to manage competing priorities.
• Effective verbal and written communication skills.
• Proficiency with core banking systems (DNA preferred) and collection platforms; working knowledge of Temenos LMS strongly preferred.
• High level of professionalism, judgment, and discretion when handling sensitive information.
• Ability to balance firm collection practices with empathy and member service.

Education Requirement: Associate or bachelor's degree preferred, or equivalent combination of education and related experience.

Years of Experience Requirement: 3–5+ years of experience in first party or third-party collections. 1-2+ years of supervisory, lead, or senior-level collections experience preferred.

Apply today and discover a rewarding career! We offer competitive salaries, great benefits, and most importantly the opportunity to make a difference.

Suffolk Credit Union provides equal employment opportunities to all applicants and prohibits discrimination of any type on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.

The compensation range provided is in compliance with state specific laws. Factors that may be used to determine your actual rate of pay include your specific skills, years of experience, and other qualifications.