Account Resolutions Manager

We are seeking an experienced, results-driven Account Resolutions Manager to lead our Account Resolutions Department. Reporting to the Director of Branch Operations and Account Resolutions, this position is responsible for overseeing all collection activities involving delinquent consumer loans, mortgages, and credit cards.The ideal candidate will have strong collections and leadership experience, extensive knowledge of applicable collection and bankruptcy laws, sound judgment, and the ability to hold staff accountable for performance, accuracy, and compliance. This individual will be responsible for protecting the credit union's assets, minimizing losses, improving delinquency and recovery results, and ensuring members are treated professionally and fairly.

What You'll Do

• Lead and manage the department. Supervise, coach, train, and evaluate staff. Assign and prioritize accounts, establish performance expectations, monitor productivity, and ensure collection activities are completed timely and effectively.
• Oversee delinquency management. Develop and execute collection strategies for delinquent consumer loans, mortgages, and credit cards. Ensure appropriate follow-up through phone calls, emails, text messages, mail, and other permitted collection methods.
• Manage account resolutions. Evaluate and oversee payment arrangements, extensions, loan modifications, restructures, and other loss mitigation options in accordance with established policies and approval authorities.
• Oversee bankruptcy accounts. Review bankruptcy filings, coordinate proofs of claim and reaffirmation agreements, monitor bankruptcy cases, and ensure compliance with applicable bankruptcy requirements.
• Manage collateral recovery. Oversee repossessions, foreclosures, collateral valuations, and the disposition of recovered collateral. Coordinate with attorneys, repossession agents, auction providers, and other vendors as needed.
• Oversee recoveries and charge-offs. Monitor accounts assigned to third-party collection agencies, manage recovery efforts for charged-off and fraud-related balances, and evaluate accounts for charge-off in accordance with policy and applicable requirements.
• Ensure compliance and accuracy. Maintain compliance with applicable federal and state laws, regulations, credit union policies, and written procedures. Ensure collection notes are complete, accurate, objective, and timely; transactions are processed correctly; and account files are properly documented.
• Monitor department performance. Track delinquency levels, collection effectiveness, recovery rates, charge-offs, bankruptcy accounts, repossessions, extensions, and collateral sales. Prepare accurate and timely reports, identify trends, and recommend corrective actions.
• Exercise sound judgment and accountability. Make appropriate collection and loss mitigation decisions within established authority, ensure consistent follow-through, address performance deficiencies, and escalate complex or high-risk matters when necessary.
• Improve processes and member outcomes. Evaluate collection practices, identify opportunities to improve efficiency and recovery results, and ensure members are treated professionally, respectfully, and consistently.

Required Qualifications

• High school diploma or GED.
• At least five years of experience in collections, preferably involving consumer lending.
• At least two years of management or supervisory experience, preferably in a collections environment.
• Extensive knowledge of applicable collection laws, bankruptcy requirements, repossession procedures, and related compliance obligations.
• Strong leadership, coaching, negotiation, problem-solving, and skip-tracing skills.
• Strong attention to detail, sound judgment, and the ability to make decisions in a fast-paced environment.
• Ability to analyze account information, calculate interest, rates, ratios, and percentages, and interpret collection and delinquency reports.
• Excellent written and verbal communication skills, including the ability to handle sensitive conversations, address difficult situations, and present information to groups.
• Ability to prepare reports, business correspondence, procedures, and other departmental documentation.
• Demonstrated ability to prioritize competing demands, meet deadlines, follow established procedures, and hold staff accountable for results.

Preferred Qualifications

• Experience working for a credit union or other financial institution.
• Experience managing consumer loan collections, bankruptcy accounts, repossessions, foreclosures, charge-offs, and third-party collection agencies.

Pay: $56,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person