Manager Consumer Collections

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Manager, Consumer Collections oversees the collections process for the Credit Union's delinquent loan portfolio and post charge off recoveries. The Manager is responsible for organizing, planning, and managing a team of collections specialists. The Manager develops and implements data-driven strategies for improving collection effectiveness, staff performance, and reduce delinquencies. The Manager utilizes extensive expertise in collections tactics, laws and regulations, lending and financial services to and advanced leadership skills to drive collections success. The Manager collaborates with multiple departments and third-party vendors to ensure exceptional member service and optimize the collections process.

Essential Functions and Responsibilities

Manages the collections process for delinquent deposit and loan accounts to include small business, mortgage, vehicle repossession, loan settlements, adjustments. Develops and implements collection procedures, policies and strategies Develops and implements training programs to enhance the skills and effectiveness of the collections team. Monitors and evaluates team performance, providing timely and effective feedback and coaching. Handles and resolves member service escalations efficiently and professionally. Coaches and develops employees, promoting best practices and driving higher performance Assists Collections Specialists with assessing collections options, tools and implementation of tactics including inbound and outbound calling strategies. Analyzes monthly delinquency and ensures team structure and staffing are aligned to meet strategic objectives and collections targets Reviews members' accounts and directs employees on next step of resolutions on delinquencies, including identifying problem areas. Reviews and approves loan modifications for borrowers experiencing financial difficulty. Maintains compliance procedures with applicable government regulation and Credit Union polices regarding consumer and lending and collections. Directs the collection of past due payments of active accounts to bring the delinquency ratio within target ranges. Assists the Director, Consumer Collections to manage third party vendors engaged in collection and recovery activities on behalf of, and in the name of, the Credit Union. Participates in vendor management and oversight, including execution of quality control plans and annual reviews. Recommends accounts for charge-off according to policy. Approves or recommends for approval asset sales, and litigation/collection settlements. Utilizes tracking and reporting systems to effectively manage daily activities of all functions and to provide summary reports for senior management. Assists senior management in the development and implementation of recovery strategies designed to achieve departmental success. Conducts annual review process, including writing and delivering reviews. Interviews and selects candidates for open positions, as needed. Participates in departmental budget process and on-going budget review.

Other Duties and Responsibilities

Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must have strong understanding of standard concepts, practices, procedures, and regulations within the collections and lending environment
• Must have advanced knowledge of collection procedures, call center procedures and technology, consumer bankruptcy laws and procedures, repossessions, foreclosure and recovery
• Must have working knowledge of laws and regulations pertaining to Collections and Lending, including FDCPA, FCRA, FACTA, TCPA and fair lending regulations, and management and control of operations to ensure compliance
• Must have strong interpersonal skills and a decisive approach to problem solving required, which facilitates interaction with members at all levels and particularly with members who often face challenging financial situations
• Must have excellent communication skills in English, both verbal and written
• Must be able to show persistence, determination, tact and accountability
• Must be able to maintain objectivity and emotional stability under pressure
• Must possess the ability to communicate and initiate change and possess a positive attitude while explaining and supporting organizational decisions, directions and procedures.
• Must have intermediate skills in MS Excel, Word, and Outlook
• Must be resourceful and well organized, with strong attention to detail
• Must be able to manage multiple tasks concurrently
• Must have ability to effectively coach employees and who deal with members in stressful situations
• Must have the ability to make recommendations to effectively resolve problems or issues, by using judgment that is consistent with standards, practices, policies and procedures
• Must be able to maintain confidentiality
• Must be able to work in a general office environment
• Must be able to complete assignments with minimal supervision
• Should possess a strong commitment to providing excellent service to Truliant's members

Physical Requirements

• Occasional standing, walking, bending, and stooping required
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

• Bachelor's degree or equivalent work experience required
• Minimum 5 years of collections experience required
• 5 years of management experience required
• Proven track record of implementing successful collections strategies in a large-scale environment
• Previous call center collections or call center management experience preferred
• Financial industry experience preferred with concentration in customer service and lending
• Credit Union Financial Counselor Certification or similar financial counseling certification preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account