As the Collections and Loan Servicing Manager youll utilize the Leadership fundamentals of strategic thinking, executing for results, leading talent, and developing personal proficiency. A key function you can look forward to is managing the daily collections operations within the credit union policies and procedures to ensure a minimum loss of funds and maximum retention of member goodwill. **ESSENTIAL DUTIES:** - Oversees all Team operations to maintain accuracy, compliance with regulatory requirements and an efficient workflow. - Audits collection queues to track and monitor delinquencies, charge offs and recoveries - Determines appropriate action to be taken in cases, which are of a potential large fund loss, sensitive or high risk to the credit union. - Conducts queue management to ensure even distribution of accounts - reviews efforts of the Team and provides feedback - Audits, on a periodic basis, departmental files to ensure proper maintenance and accuracy of transactions, determines course of action. - Manages the relationship with our first mortgage servicer - Responsible for updating senior management regarding changes and trends within the loan portfolio as it relates to delinquency. - Responsible for the development of an annual strategic plan with specific priorities, objectives, initiatives, and action plans. - Selects, develops, and coaches Associates to create an exceptional Member service experience, and collecting past due funds and negative shares. Looks for opportunities to reward and gives recognition frequently to deserving Associates. - Evaluates work performance of Associates through regularly scheduled reviews and one on ones, recommends promotions, salary increases and corrective action when appropriate. - Makes recommendations of change within department. I.e., programs/policies or procedures that will improve efficiencies or member service. - Supports the Credit Unions Enterprise Risk Management and risks inherent in Loan Servicing activities. - Manages the credit report dispute process through E-Oscar to ensure responses are submitted within the allotted time frame. - Remains current on laws and regulations that affect operations. Recommends and implements changes to maintain compliance. **QUALIFICATIONS:** **Experience/ Training/ Education:** - Three to Five years relevant collection and recovery experience in a financial institution. Experience in customer relations, problem resolution and error correction. - Three years of experience in coaching and developing associates. **Knowledge/ Skills/ Abilities:** - Knowledge of the Fair Debt Collections Practices Act, Reg B and Reg Z, bankruptcy procedures, delinquency activities and financial counseling. - Excellent communication/influence skills both verbally and in writing and excellent telephone manner, with strong presentation skills to be able to produce reports, conduct presentations and group facilitations. - Able to manage and execute multiple complex projects within required timelines and expectations. - Requires good memory, knowledge retention skills and ability to multi-task, prioritize projects and duties effectively. Requires excellent follow-through skills. - Ability to accurately perform mathematical calculations. - Ability to interface with others in a positive and professional manner. **What We Offer** - A People-First Culture: We lead with empathy and authenticity. - Comprehensive Benefits: - Anthem HMO/PPO, Delta Dental, and Unum options - from day one! - 401(k) with up to 6% employer match - Annual discretionary bonus - Annual merit increase - Educational grants up to $1,000 - 18 vacation days/year (increases to 21 after 5 years) - 7 sick days/year + paid holidays - **Final offers based on qualifications, experience, and internal equity. The range for the Collections and Loan Servicing Manager role is $95k - $118k annually.**