The position is responsible for supervising all Collection Specialists. Oversees all training, call evaluations and call quality for this team.

Essential Job Functions

• Provides ongoing coaching and feedback to team members to improve knowledge, performance, and scorecard results.

• Ensures the protection of the credit union through the development and management of established practices designed to control and reduce delinquency and negative shares.

• Leads a team of Collections Specialists ensuring that processes lead to efficient, accurate, and positive service experiences for members, vendors, and supporting areas.

• Works with team members to improve efficiency and maintain a positive team dynamic.

• Researches and resolves escalated concerns received by members.

• Reviews compliance audits for the collections area and replies to audit requests as needed.

• Ensures compliance in collections practices to protect credit union interests and minimize exposure.

• Participates in organizational projects, related to Collections and Risk, provides feedback and solutions to appropriate business owners.

• Develops and holds individual team meetings (at least one per month) and weekly One on Ones with staff.

• Prepares and presents proposals and studies to senior management.

• Completes annual review of department related policies and ensures they are updated as needed.

• Meets routinely with the lending team to provide feedback.

• Works effectively to create strong business relationships with all areas within the organization.

• Monitors and report collection results to senior management.

• Maintains vendor relationships and contracts.

• Supports other leaders in their job duties within the risk division.

• Supports a servant leadership culture.

• Serves as a communicator of organizational change.

• Monitors service levels and identifies knowledge gaps and or trends, addresses with additional training or procedure clarification.

• Maintains professional standards and adheres to Arizona Financials’ values.

• Performs other job-related duties as assigned.

Position Required Qualifications

Minimum Education and Experience

High School diploma or general education degree (GED) and five (5) years’ experience in a financial institution or any related field in accounting/finance, consumer lending, loan collection or any equivalent combination of education and experience. Three (3) years supervisory/managerial experience and project management experience.

Knowledge, Skills, and Abilities

Knowledge of computers and software applications in Windows, Excel and Word. Demonstrates ability to develop ADHOC reporting, and build/execute letter campaigns as needed. Maintain system users and parameters as needed. Ability to type 45 words per minute. Ability to read, write, speak, and use proper grammar in English. Ability to read, analyze and interpret technical procedures, financial reports, legal documents, and government regulations. Ability to write business correspondence, write reports and procedure manuals. Ability to write business correspondence in response to sensitive inquiries or complaints. Ability to communicate verbally both in person and on the telephone. Ability to speak effectively to members regarding sensitive inquiries or complaints. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to apply mathematical concepts to determine and test reliability and validity.

Licenses, Training, and Certifications Required

None.

Preferred Qualifications

None.

Hybrid Work Environment and Physical Demands

• Regularly required to stand, walk, sit, climb or balance; use hands to finger keys accurately when using calculator machines or computer keyboards; reach with hands and arms.

• Occasionally lift and/or move up to 25 pounds.

• Specific vision abilities required by this job include close vision, distant vision, and color vision.

• The noise level in the work environment is usually moderate.

• Must be able to travel independently to department and branch locations.

NOTE: The job description is intended to be generic in nature. It is not an exhaustive list of all duties and responsibilities. Requirements listed in the above qualifications and physical requirements are representative of the knowledge, skill, abilities, physical demands, or work environment required or encountered that must be met by an employee to successfully perform each duty and each function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Employees who work from home must have business operational internet to complete work tasks and communicate via video call or chat messaging systems in a dedicated workspace.

Job Type: Full-time

Pay: From $72,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid time off
• Tuition reimbursement
• Vision insurance

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work
• Office

Experience:

• Financial Institution: 5 years (Required)
• Leadership: 3 years (Required)

Ability to Relocate:

• Phoenix, AZ 85008: Relocate before starting work (Required)

Work Location: Hybrid remote in Phoenix, AZ 85008