Account Resolution Recovery Manager (Collections)

Position Title: Account Resolution Recovery Manager (Collections) Location Location: Corporate Office in Metairie, LA Job ID Job Id: 429 Openings # of Openings: 1 Salary The salary range for this position is $58,920.89 to $73,651.12 based on skills and experience. This position is classified as On-Site. Company Overview At OnPath Credit Union, we share a passion for delivering exceptional service. Benefits Our benefits include comprehensive healthcare, 401k matching, sick leave, mental wellbeing and more. Competitive Compensation Impressive Benefits Package including Medical, Dental, Life Insurance, and 401(K) Plan Paid Vacation, Wellness, Sick Time, and more! Scope As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments, provides cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our members and to each other. We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve. Primary Functions and Responsibilities Assists the VP of Collections in developing short- and long-term goals. Keeps the VP of Collections informed of area operations and of any significant problems. Assists team with complicated situations, escalated calls, or service issues; works to resolve complex member issues while maintaining professionalism. Builds relationships with vendors critical to the success of the department. Encourages and develops cooperation among team members to ensure a “team effort” and commitment to the established Service Expectations. Prepares monthly/quarterly work schedule for team, including daily break and lunch schedules while maintaining compliance with applicable State break and meal periods. Provides recommendations to improve processes and effectiveness and ensure the integrity of department processes. Supports leadership decisions and goals in a positive and professional manner. Actively works with the leadership to address obstacles and provide suggestions/solutions to reach established department goals. Advises leadership of cases requiring special attention. Applies logic to analyze information. Notices when data appears wrong or incomplete or needs verification. Assigns, coordinates and reviews the work performance of all staff in the ARD. Continuing evolution of policy and procedures while aligning them with laws and regulations. Documents all actions taken, including telephone conversations, payment arrangements and correspondence, in collection package, to ensure all information is accurate and the integrity of the database is maintained. Ensures activities conducted by the AR team achieve the assigned goals and objectives. Ensures default leadership and loss mitigation guidelines, as provided by FNMA, FHLMC, CFPB, federal and state regulations and credit union policies and procedures are properly followed. Establishes and maintains collection procedures on loan accounts that are delinquent, potential delinquent, and charged to the reserve. Prepares monthly reports and periodic evaluation of loan repayment control procedures. Responsible for the accurate maintenance of all such records as may be required to support activities. Responsible for the timely and accurate disposition of credit union assets. Ensures staff are well‑trained, effective, and optimally utilized. Provides leadership through clear objective setting, effective delegation, and open communication. Conducts meetings as needed to inform staff of policy, procedural, and legal updates. Discusses areas for improvement and identifies training needs. Develops and implements training programs, conducts training sessions, and facilitates cross‑training where appropriate. Manages leave and time sheets, carries out performance appraisals as required, and formulates and implements corrective actions when necessary. Experience 2‑5 years of similar or related experience, including preparatory experience. Education/Certifications/Licenses A two‑year college degree or completion of a specialized course of study at a business or trade school. Interpersonal Skills A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers. Other Skills Strong decision‑making skills, and high emotional intelligence is required. Proficiency in conflict resolution and effective delegation is essential. Exceptional time management and communication skills are vital, along with a commitment to fostering creativity, mentoring team members, and driving continuous improvement. Adaptability, customer focus, financial acumen, are also necessary for success in this role. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 5 pounds and frequently lift and/or move up to 25 pounds. Working Conditions Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Mental Requirements Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. OnPath FCU is an EOE/M/F/Disability/Veteran. OnPath Credit Union provides equal employment opportunities (EE0) to all employees and applicants for employment without regard to race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, genetics, veteran status or any other protected status. #J-18808-Ljbffr