Collections Manager

Primary Function

The Member Solutions Manager is responsible for the daily leadership, administration, and operational oversight of the Collections Department. This role ensures delinquent accounts are managed in accordance with credit union policies, regulatory requirements, and industry best practices while balancing risk mitigation with an exceptional member experience. The Member Solutions Manager serves as the department's subject matter expert, oversees legal recovery efforts, manages vendor relationships, develops staff, and continually improves collection processes to maximize recoveries and operational efficiency.

Primary Responsibilities

• Lead, coach, develop, and supervise Collections staff, including performance management, training, scheduling, daily operational support, and monitoring staff effectiveness.
• Manage the delinquency portfolio by directing collection activities, loss mitigation efforts, and recovery strategies while ensuring compliance with credit union policies and applicable federal and state regulations.
• Oversee all recovery operations, including charge-offs, bankruptcies, repossessions, foreclosures, legal actions, insurance claims, consumer disputes, credit reporting, garnishments, levies, shared secured offsets, and post-charge-off recoveries.
• Review and approve hardship requests, deferments, loan modifications, workout arrangements, and other member assistance programs.
• Manage collection systems, payment processing, third-party vendors, outsourced collection agencies, and recovery partners.
• Monitor departmental performance through key performance indicators (KPIs), reporting, quality assurance, and process improvement initiatives to enhance collection effectiveness and operational efficiency.
• Serve as the department liaison with internal departments, auditors, legal counsel, regulators, and state and NCUA examiners.
• Develop, maintain, and recommend improvements to collection policies, procedures, strategies, and workflows to strengthen compliance, operational efficiency, and member service.
• Maintain current knowledge of federal and state collection laws, regulations, lending principles, collection best practices, and the credit union philosophy to ensure effective and compliant collections operations.
• Participate in departmental and organizational projects while serving as the subject matter expert for collections operations.