Role:

The Manager - Loan Servicing, Loss Prevention & Fraud is responsible for protecting the Credit Union's assets, reducing financial losses, and supporting a consistent, compliant, and member-focused servicing experience.

This position oversees the Credit Union's fraud prevention and loss mitigation initiatives, dispute and claims processes, applicable regulatory requirements, technical collections toolkit, and loan servicing operations. The Manager leads efforts to identify, prevent, investigate, and recover losses related to fraud, delinquency, charge-offs, repossessions, and other credit or operational risks.

The Credit Union intends to outsource a portion of its loan servicing activities. Accordingly, this position will oversee the outsourced service relationship while also managing an internal loan servicing team focused primarily on early-stage collections and servicing support for loans that are less than 60 days delinquent. The Manager is accountable for maintaining effective controls, service levels, vendor performance, regulatory compliance, and coordination between the outsourced provider and internal Credit Union teams.

Essential Functions & Responsibilities:

E

Loan Servicing, Collections and Loss Recovery:

• Lead the Loan Servicing team and oversee daily servicing and collection activities.
• Manage early-stage collection efforts for loans less than 60 days delinquent.
• Establish contact strategies, assess borrower circumstances, and arrange approved payment solutions.
• Use analytics to improve segmentation, account prioritization, contact strategies, payment arrangements, cure rates, recoveries, and efficiency.
• Monitor delinquency trends and escalate accounts requiring loss mitigation, legal, repossession, bankruptcy, or charge-off action.
• Ensure accurate documentation of collection activity, payment arrangements, disputes, and account status.
• Identify servicing, lending, or member trends that may contribute to delinquency or loss.
• Prepare bankruptcy documentation and support legal proceedings, as needed.
• Coordinate repossession, collateral disposition, recovery activities, and when applicable, the transfer of accounts to outsourced servicing, collections, repossession, or recovery functions.
• Recommend process, policy, and system improvements to improve service and recovery results, reduce manual work, and support consistent member treatment.

E

Outsourced Loan Servicing Oversight:

• Manage relationships with outsourced loan servicing providers.
• Establish and monitor service-level agreements, performance standards, reporting, quality, and escalation procedures.
• Oversee loan transfers and confirm accurate, timely, and compliant servicing.
• Review vendor performance, servicing accuracy, member communications, delinquency reporting, complaints, disputes, and issue resolution.
• Resolve issues involving the provider, members, lending, collections, and other Credit Union departments.
• Recommend vendor, process, or system changes to improve service, compliance, efficiency, and loss performance.

E

Fraud and Loss Prevention:

• Lead the Credit Union's enterprise-wide fraud and loss prevention strategy.
• Establish policies, procedures, controls, and performance standards to reduce fraud and operational losses.
• Monitor trends involving identity theft, account takeover, scams, payment, card, check, deposit, loan, and digital banking fraud.
• Oversee the investigation, documentation, escalation, and resolution of suspected fraud.
• Partner with business units to strengthen fraud prevention and detection controls.
• Conduct root-cause reviews and implement corrective actions following fraud events or control failures.
• Track fraud attempts, prevented and confirmed losses, recoveries, investigations, and control effectiveness.
• Evaluate emerging threats and recommend changes to systems, processes, controls, training, and member education.
• Use data, analytics, automation, artificial intelligence, and other technology to improve fraud prevention and loss mitigation.

E

Disputes, Claims, and Regulatory Compliance:

• Oversee dispute and claims processes and ensure timely, accurate, and member-focused resolution.
• Maintain procedures for investigations, documentation, provisional credits, adjustments, recoveries, determinations, and member communications.
• Ensure compliance with applicable laws, regulations, payment network rules, servicing requirements, and Credit Union policies.
• Monitor regulatory developments and implement required procedural, control, training, and system changes.
• Coordinate with Compliance, Legal, Internal Audit, Risk Management, and service providers on audits, examinations, complaints, and corrective actions.
• Maintain complete records supporting servicing, collections, disputes, fraud investigations, regulatory reporting, and audits.
• Ensure servicing, collection, fraud, and recovery activities are conducted legally, ethically, and consistently.
• Identify opportunities to improve efficiency while protecting the Credit Union and supporting the member experience.

E

Leadership and Department Management:

• Hire, train, schedule, coach, and evaluate assigned employees.
• Maintain a skilled internal team focused on early-stage collections and servicing coordination.
• Establish department goals, procedures, controls, training, and performance standards.
• Evaluate and implement technology supporting early intervention, communications, workflow management, payments, servicing oversight, and loss mitigation.
• Promote accountability, collaboration, innovation, continuous improvement, and ethical decision-making.
• Partner with Collections, Lending, Information Technology, Data and Analytics, Compliance, and vendors to improve servicing and collection strategies.
• Prepare reports and recommendations for executive management and applicable committees

N

Performs other job-related duties as assigned.

Performance Measurements:

1.

Portfolio and Loss Performance: Maintain delinquency, charge-off, fraud loss, and other loss metrics within budget and strategic plan expectations.

2.

Collection and Recovery Results: Maximize collections, recoveries, cure rates, and loss mitigation results for delinquent, charged-off, fraudulent, repossessed, and impaired accounts

3.

Early-Stage Collections: Ensure effective collection activity for loans less than 60 days delinquent, including timely member contact, documentation, payment arrangements, and escalation.

4.

Outsourced Servicing Oversight: Ensure outsourced loan servicing meets service-level agreements, quality standards, compliance requirements, reporting expectations, and performance goals.

5.

Fraud Prevention and Detection: Reduce fraud exposure through effective controls, investigations, technology, analytics, employee training, and member education.

6.

Regulatory and Policy Compliance: Ensure loan servicing, collections, disputes, fraud prevention, and loss recovery activities comply with applicable laws, regulations, Credit Union policies, and contractual requirements.

7.

Operational Accuracy and Documentation: Maintain accurate, timely, and complete servicing, collection, dispute, fraud, vendor, and regulatory records.

8.

Technology and Process Improvement: Use technology, reporting, and analytics to improve fraud prevention, servicing oversight, collections, efficiency, and loss mitigation.

9.

Team and Vendor Performance: Maintain a capable internal team and effectively manage vendor performance, accountability, communication, and issue resolution.

10.

Member Service and Management Reporting: Provide timely, accurate, respectful service and keep management informed of material risks, trends, vendor issues, operational concerns, and improvement opportunities.

Knowledge and Skills:

Experience

Five to eight years of progressively responsible experience in financial services, with substantial experience in loan servicing, collections, fraud prevention, loss prevention, disputes, payment operations, risk management, or a related field. Experience leading fraud and loss prevention initiatives is strongly preferred.

Experience overseeing outsourced operations, third-party servicing providers, or vendor-managed financial services activities is preferred.

Education

Bachelor's degree in business administration, finance, risk management, criminal justice, information systems, or a related field preferred. A high school diploma or GED combined with relevant experience may be considered.

Certifications One or more of the following certifications are preferred:

• Certified Fraud Examiner (CFE)
• Certified Anti-Money Laundering Specialist (CAMS)
• Certified Information Systems Security Professional (CISSP)
• Association of Certified Anti-Money Laundering Specialists (ACAMS)

Interpersonal Skills

A significant level of trust, discretion, and diplomacy is required. The position involves extensive personal contact with members, employees, management, vendors, attorneys, regulators, and other external parties, often regarding sensitive financial or personal matters.

The Manager must be able to motivate, influence, coach, and train others; build effective relationships; resolve conflicts; communicate difficult decisions; and promote cooperation among internal departments and external service providers.

Regulatory and Compliance Responsibilities

The Manager is responsible for understanding, adhering to, and complying with applicable laws and regulations and the Credit Union's policies and procedures, including requirements related to:

• Bank Secrecy Act and Anti-Money Laundering;
• Fraud prevention and suspicious activity reporting;
• Consumer protection and fair lending;
• Loan servicing and collections;
• Electronic payments and payment disputes;
• Privacy and protection of member information;
• Vendor and third-party risk management; and
• Records retention and regulatory examination requirements.

The Manager is responsible for reporting suspicious activity, suspected fraud, compliance concerns, control weaknesses, and other reportable matters to the appropriate authority in accordance with Credit Union policies and procedures

Other Skills

A strong knowledge of financial crimes, fraud schemes, and applicable laws and regulations is required. High energy level, comfortable performing multifaceted projects in conjunction with day-to-day activities. Proven leadership experience with the ability to mentor and develop team members. Strong communication skills, both written and verbal, with the ability to present to senior management and the board.

Strong time management; ability to manage multiple workloads with successful results; ability to work independently; organizational skills, excellent verbal and written communication skills, listening skills, Excellent analytical and problem-solving skills with the ability to interpret complex data; above average interpersonal skills; above average computer skills (E.g., Proficiency in fraud detection software and data analysis tools).

Physical Requirements

Essential functions of this position may be performed while standing or sitting. The employee is regularly required to talk and hear and to use hands to finger, handle, or feel objects and controls. The employee may occasionally be required to walk, reach with hands and arms, stoop, kneel, or bend.

The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required include close vision and the ability to work with computer screens and written documentation.

Work Environment

This is a hybrid / remote position. Currently, in-office expectations are Tuesdays and Wednesdays each week with the remainder of the week working remote. Employees are expected to come into the office to work as required by leadership, which may include days outside of Tuesdays and Wednesdays based on need.

This job description is not a complete statement of all duties and responsibilities comprising the position. Duties, responsibilities, reporting relationships, and performance expectations may be revised as organizational needs change..