Collections Manager

Role Description

At Connexus, our Collections Managers lead a high-performing team focused on managing delinquent accounts up to 90 days past due while balancing member service with effective risk management. This role oversees daily collections operations, conducts regular team and one-on-one meetings, provides coaching and performance feedback, and ensures compliance with applicable regulations and credit union policies. You will serve as the primary escalation point for complex member situations, partnering with staff and other departments to develop solutions that support both member financial wellness and organizational goals. Through process improvement, support, and team leadership, you will help drive delinquency reduction and recovery results while delivering an exceptional member experience.

Responsibilities

• Collections Operations Management
  • Oversee the daily operations of the collections team to ensure timely resolution of delinquent accounts, including loans and lines of credit.
  • Develop and enforce collections policies, procedures, and performance metrics to achieve departmental goals.
  • Assign, monitor and supervise workload via staff and vendor management to ensure efficient workflow.
  • Approve settlements, short sales, modifications and account adjustments requests within credit union guidelines and authority limits.
  • Prepare modification requests in accordance with policies and procedures for approval by VP of Collections.
  • Process SCRA requests and debt management proposals in accordance with policies and procedures.
  • Maintain a collection program and processes that result in charge-off and delinquency ratios, within risk tolerances and set goals, as well as limited errors.
  • Review and audit delinquent accounts considered to be uncollectible to ensure maximum efforts have been taken before approving Charge Off.
• Team Leadership
  • Recruit, train, and supervise collections staff, fostering a collaborative and results-driven environment.
  • Conduct regular performance reviews and provide coaching to ensure team effectiveness.
  • Conduct team meetings to implement new procedures/guidelines, changes within the department or credit union.
  • Ensure staff are knowledgeable about compliance, industry trends, and customer service best practices.
• Member Engagement
  • Act as an escalation point for complex or high-risk member accounts, negotiating repayment plans that align with member needs and credit union policies.
  • Provide guidance to members on financial options and strategies to prevent future delinquencies.
• Compliance and Risk Management
  • Monitor compliance with federal, state, and local laws, including the Fair Debt Collection Practices Act (FDCPA) and other applicable regulations.
  • Identify and address potential fraud, loss risks, or systemic issues within the portfolio.
  • Comply with all Federal Regulations as they pertain to your job duties, including BSA.
• Reporting and Analysis
  • Track team performance results, calls, dollars collected, quality assurance, etc.
  • Prepare monthly or weekly reports for team: Scorecards, Dollars Collected, Call Reports, Support Team Reports, etc.
  • Maintain reports of collection activity, and provide weekly, monthly, and quarterly reports of collection results.
  • Analyze and audit collectors’ assigned accounts to ensure they are being properly worked within the procedures and guidelines.
  • Analyze collection data to identify patterns, risks, and opportunities for process improvements.
  • Recommend and implement strategies to optimize recovery efforts and reduce delinquencies.
  • Monitor, review and track real estate loans, including foreclosures and delinquent property taxes.
• Cross-Department Collaboration
  • Partner with the lending, risk, and member services teams to enhance loan underwriting standards and member education programs.
  • Assist in developing member communications and financial literacy programs to prevent future delinquencies.

Qualifications

• Bachelor’s Degree or commensurate experience is Required.
• 5+ years of related experience is Required.
• 3+ years of people leader experience is Required.
• Demonstrate a working knowledge and understanding of CFPB, FDCPA, WCA, Small claims, Repossession and Bankruptcy law.
• Proficient in Microsoft Office.
• Ability to handle difficult customer service situations and providing resolutions in a professional and tactful manner.
• Excellent verbal, written, listening, and interpersonal communication skills, along with the ability to remain assertive and confident when dealing with difficult situations.
• Ability to multi-task and work in a fast paced, goal oriented environment.

Benefits

• 25 days of paid time off and 10 paid holidays.
• 16 hours of paid Volunteer Time Off.
• 401K Retirement with up to 6% employer match.
• Excellent Health, Dental, Vision insurance, including multiple plan options.
• Health Savings Account with generous employer contributions.
• Employer paid Life insurance, Short-Term and Long-Term Disability.
• Tuition Reimbursement from $4,000 - $7,000 per calendar year.
• Robust Learning and Development program that includes an annual professional development stipend.