Credit Resolution Assistant Manager

How to apply:Complete an Online Application at our website www.capedcu.com for the specific job opportunity that interests you. Resumes are not accepted in lieu of an application.

Role: The Credit Resolution Assistant Manager promotes member financial well-being through ensuring the Credit Resolution team provides the ultimate member experience through monitoring the day-to-day operations of the department and guiding the team. This position assists with overseeing collection activities of small business, consumer loans, credit card accounts, mortgage loans, home equity loans overdraft accounts and recovery of charged off accounts, delinquent loan collections and repayments to effectively minimize and mitigate the Credit Union's losses. The Credit Resolution Assistant Manager reviews documentation to ensure compliance with Credit Union policy and government regulations, analyzes collection activity, and generates reports. This position collaborates with the team, Credit Resolution Manager, and VP of Credit Resolution on strategies for innovative products, services, and efficiencies to better meet the credit union's mission and business objectives.

Essential Functions & Responsibilities:

• Oversees the day-to-day operations of the Credit Resolution specialists through monitoring and tracking daily functions that ensure staff are making appropriate decisions and operating within established credit union policies, procedures, and applicable compliance regulations.
• Assigns, monitors, and supervises the workload in the Credit Resolution specialists' queue to ensure the smooth and efficient flow of work.
• Reviews collection reports to ascertain status of collection efforts and to evaluate effectiveness of current collection policies and procedures ensuring a proactive approach is taken to identify effective solutions on past due accounts that benefit both the member and the Credit Union.
• Provides leadership to personnel through effective objective setting, delegation, and communication.
• Assists in department training of current and new employees to ensure they are confident in job functions. Arranges needed training to overcome knowledge gaps and coordinates cross-department training.
• Assists in coaching and motivating team members to achieve department goals and objectives including sales, service, production, and efficiency goals. Assists in setting departmental goals and establishes performance minimums. Assists in monitoring production of Credit Resolution specialists by tracking individual goals, daily/monthly to ensure the Department achieves assigned goals.
• Assists with dialer management to include queuing calls and maintaining import/export information on collection records.
• Responsible for providing feedback to Credit Resolution specialists on day-to-day activities and developing employees in adherence to HR policies and employment law. Ensure appropriate staffing and adherence to policy. Assist with documentation preparation of formal coaching conducted by the Credit Resolution Manager.
• Maintains accurate files and reports on all collection activity. Assists in managing collection software.
• Assists with working with Credit Union attorney, debtor's attorneys and bankruptcy Trustees on legal proceedings. Represents the Credit Union in court concerning legal processes connected with collection, bankruptcy, and other creditor/debtor situations. Attends hearings concerning bankruptcy and presents testimony on behalf of the credit union.
• Assists with small business collections and review of disposition/liquidation of collateral, as applicable.
• Identifies, makes recommendations, and collaborates with the Credit Resolution Manager on procedures, techniques, and standards to implement new and/or improved ideas to increase effectiveness, service sensitivity, and productivity of the department.
• Collaborates with multiple departments to review reports, monitor performance errors, and review process and service efficiencies. Communicates company information and collaborative efforts with staff.
• Maintains knowledge of all Credit Union products, services, and promotions.

Knowledge and Skills:

Experience: Five to seven years of similar or related experience.

Education: A college degree and/or professional certification in specialized field of work preferred or equivalent experience and/or education.

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Critical Job Competencies

EPIC - Overall Core Values: Employees are empowered by being held accountable in their responsibilities and exhibit EPIC in Empowering Members by educating in financial solutions; Professionalism in all aspects of Member service both externally and internally; Innovation in delivering member products and services and in job performance by looking for efficiencies to better serve our members both externally and internally; and, Collaboration in listening and learning about the Members needs and collaborating to fill those financial needs as well as collaborating with internal members to best serve our Members.

• Coaching: Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
• Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• Managing Work: Effectively managing one's time and resources to ensure that work is completed efficiently.
• Work Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Very Important Job Competencies:

• Contributing to Team Success: Actively participating as a member of a team to move the team toward the completion of goals.
• Developing Others: Planning and supporting the development of individuals' skills and abilities so that they can fulfill current or future job/role responsibilities more effectively.
• Follow-Up: Establishing procedures to monitor the results of delegations, assignments, or projects; taking into consideration the skills, knowledge, and experience of the assigned individual and characteristics of the assignment or project.
• Stress Tolerance: Maintaining stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Information Monitoring: Setting up ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it.

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 and/or remain in a stationary position; use hands to finger, handle, operate, input or feel; reach with hands and arms in any direction; talk, communicate, converse, exchange information and hear; balance, kneel, walk and stand, occasionally moving and traversing; and will frequently use a computer and/or phone. There may be repetitive motions, making substantial movements of the wrists, hands, and/or fingers. The employee needs the ability to wear personal protective gear correctly. This is considered sedentary work: exerting up to 10 to 25 pounds of force occasionally and/or a negligible amount of force frequently or consistently to lift, carry, push, pull or otherwise move objects, including the human body. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The worker is subject to inside environmental conditions: protection from weather conditions but not necessarily from temperature changes and/or seasonal brightness through windows. This position may involve periodic stressful conditions. The Credit Union's business days are Monday through Saturday between the hours of 8:00 a.m. to 6:30 p.m.; however, this position may occasionally require an adjusted work schedule, overtime, and to include evening/weekend hours. The noise level in the work environment is usually moderate.

Disclaimer:

NOTICE: This job description does not create a contract of employment and at all times your employment, if any, remains at will. This job description also in no way limits the duties to be performed by the employee, which may be assigned or modified from time to time by Capital Educators Federal Credit Union. Please know that Capital Educators Federal Credit Union is an Equal Employment Opportunity Employer and all decisions regarding employment including hiring and promotion are based on the individual meeting the essential functions of the job, with or without reasonable accommodation, and without a direct safety threat or undue hardship.