Collections Manager

Position Purpose and Objectives

Perform outbound and inbound calls to members, collection agencies, and attorneys whom have requested account research. Oversees all collections work initiated and continued by Collection Officers within department. Oversees Collection, Bankruptcy, Loss Mitigation, and Support Teams. Receives subpoenas, citations, garnishments, and other legal instruments served on the Credit Union.  Administers, follows-up, and directs legal representation to protect both the Credit Union's and the member's interests.  Work with Credit Union attorney’s regarding accounts in legal status and appear in Court as a witness for the Credit Union. Collection Manager must be enthusiastic, energetic, open minded and creative about working with delinquent members financial problems. Qualified applicants must be able to work in a fast-paced environment.

Major Duties and Essential Functions

1. Determine staffing needs for the Collections Department based on the volume of delinquent or troubled accounts in the Collections, Bankruptcy, and Recovery Departments and the expected production of Support Service employees. Interview potential candidates.  Responsible for hiring, training and assisting in the development of corporate behavioral skills.
2. Responsible for appraising employee performance based on set criteria; reward and discipline based on performance. Perform employee annual reviews and determine merit increase as well as areas of improvement.
3. Supervises collections and personally collects delinquent loans of members by arranging payment schedules, by instituting repossession action, or by referral of account to Credit Union attorney for suit.
4. Directs collection support activities in accordance with corporate policy and objectives.
5. In the event of employee absence fill in as necessary to complete daily tasks. Delegate duties to employees based on training and job knowledge to facilitate efficiency.
6. Review and monitor employee documentation, handling, and phone recordings for quality assurance.
7. Ensure the employees supervised follow the Texas Collection Act, and state specific debt collection laws on every call, member correspondence, and inquiry from a member.
8. Supervises and coordinates all daily activities of Collection Department including, establishing and implementing work procedures, controlling staffing level of department, and responsibility for over-all security of documents and records of Credit Union pertaining to member accounts handled by the Collection Department and proper destruction of records as authorized.
9. Review and approve loan modifications. Maintain database of rewritten accounts for audit purposes.  Contact members when necessary to review alternative payment arrangements, and review for possible loan modifications.
10. Handle escalated calls when necessary regarding a collections issue.
11. Coordinate with the Chief Administrative Officer regarding monthly goals for the department.
12. Authorize employee requests for time off and monitor the attendance policy.
13. Develop, test and optimize departmental processes to ensure the highest levels of efficiency and synergy.
14. Ensure appropriate cross training of all Collections personnel allowing for complete coverage of all job duties.
15. Other duties as assigned.

Positions directly supervised:  N/A

Specific knowledge, skills, and abilities required for this position:

MUST have experience working in a call center, banking, or collection’s environment.

• Call center, collections, or banking experience
• Understanding of Credit Union lending programs, policies, and default enforcement clauses
• Basic understanding of using multiple applications, shared printer, and typing skills above 40wpm
• Personality is extremely important in this position. To fit in with the team, it's important to have a positive attitude, not afraid to try new things, and the ability to adapt to change
• Basic understanding of loan policies and procedures
• An ability to work individually on a project or in a team environment
• Good judgment, problem-solving abilities, and discretion when dealing with sensitive topics
• Good judgment and discretion when dealing with sensitive topics
• Able to interact with many people and multiple interruptions while staying on task
• Strong computer and technology skills
• Analytic ability to organize and prioritize work to meet deadlines
• Previous experience regarding repossessions, remarketing, collateral protection insurance, and third-party management preferred

Education:  High school diploma or general education degree (GED) and one to            two years related experience and/or training.        

Experience:  Minimum 1-2 years or more of similar or related experience.              

Physical Activities and Requirements of this Position

CATEGORY

DESCRIPTION

Finger Dexterity

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Grasping

Using fingers and palm on an object.

Talking

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. 

Repetitive Motions

Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Hearing

Able to hear average or normal conversations and receive ordinary information.  

Average Visual Abilities

Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.   

Sedentary Work

While performing the duties of this job, the employee will frequently talk or hear, sit, use hands to handle or feel, and reach with hands or arms.  The employee will occasionally, stand and walk, climb or balance, and stoup, kneel, crouch, or crawl.  The employee will occasionally lift and move up to 10 pounds.

Working Conditions of this Position

DESCRIPTION

None.  No hazardous or significantly unpleasant conditions.

Mental Activities and Requirements of this Position

Reasoning Ability:  The ability to use common sense or logic. 

Detailed

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Ability:  The level of ability required to perform math skills and operations.

Basic

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Language Ability:  The level of ability required to communicate and understand written and oral language. 

Typical

Ability to use passive vocabulary of 7,000-9,000 words; read at a fast-paced rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.  Ability to write moderate to complex documents.  Ability to communicate in complex sentences, using normal word order with present and past tenses and strong vocabulary. Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to write speeches and articles for publication that conform to prescribed style and format.  Ability to effectively present information to top management, public groups, and/or boards of directors.

Compliance requirement

The responsibilities contained within this job description remains compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position

Disclaimer

The information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.