Assistant Manager, Collections

Assistant Manager, Collections We’re looking for diverse, talented, service‑oriented people to join our exceptional team. Compensation: $97,552.00 - $156,083.00 Scheduled Weekly Hours: 40 Responsibilities Assist the department manager in directing and overseeing the daily operations of the Collection Department. Ensure that procedures and practices pertaining to inbound and outbound Member communications, workflows, and options for Members with past charged‑off loans and delinquent auto loans result in productive and efficient operations, focusing on advocacy and support of the service culture of the Credit Union. Identify and lead continuous improvement of processes in the department to provide greater efficiencies and a superior Member experience. Identify trends and enhancements to workflow processes and practices from late‑stage delinquency to post‑charge‑off, ensuring the highest levels of service, productivity, and quality. Design and execute proactive strategies to minimize risk exposure and optimize financial recoveries across various lending products. Maintain and analyze statistical records, production reports, and manage dashboards to ensure data‑driven decision‑making. Research and resolve Member complaints and implement systems and procedures to prevent future complaints. Assist the team in maintaining internal department service levels to frontline team members and other business units by providing high‑quality service based on our service drivers. Lead or support department or organizational projects and activities related to collections. Ensure all department desktop procedures are up‑to‑date and accurately reflect current processes. Review department standard operating procedures (SOPs) on a regular basis to ensure accuracy and recommend updates as needed. Approve agency placements, repossessions, legal actions, and settlements when needed. Oversee relationships with CU partner/vendors. Represent the Credit Union at court appearances as needed. Supervise team members directly, including selection, training, performance appraisal, and work allocation. Schedule staff. Help establish, communicate, and achieve the Credit Union’s goals and standards, ensuring these are fully communicated to and understood by all department staff. Identify areas to streamline department and Credit Union operations. Comply with all government regulatory policies, internal policies and procedures, audit standards, and remain current on and informed of SOPs. Act in the capacity of the Manager in their absence. Perform other duties as assigned. Comply with regulatory compliance and assigned training requirements, including but not limited to BSA regulations corresponding to the specific job duties. Failure to do so may result in disciplinary and other employment‑related actions. Qualifications High School Diploma or GED required. Bachelor’s Degree in a related field or equivalent years of experience required. 3‑5 years of prior functional experience required. 1‑3 years of prior management experience (i.e. management or lead role) required. Knowledge, Skills, and Abilities Demonstrated ability to handle call escalations to resolve Member issues. Ability to create innovative ways to develop team member engagement. Advanced knowledge of bankruptcy laws, FDCPA, TCPA and SCRA. Excellent verbal and written skills. Advanced typing and computer skills. Advanced conflict resolution and negotiation skills. Ability to identify current and emerging technology trends related to collections and execute those that will bring efficiencies for the department and/or a higher level of service to Members. Equal Employment Opportunity Statement SchoolsFirst FCU is an equal‑opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibits discrimination against all individuals based on race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information. This organization participates in E‑Verify. Location 100% on‑site, 0% remote. #J-18808-Ljbffr