Revenue Assurance Manager

REVENUE ASSURANCE MANAGER POSITION PURPOSE

Under the direction of the Revenue Assurance Director, the Revenue Assurance Manager is responsible for overseeing the daily operations of the department, ensuring productivity, regulatory compliance, risk mitigation, and exceptional member service. This role provides leadership to a team responsible for quality assurance, operational review, and member account support while fostering a positive, high-performance work environment.

The ideal candidate is a collaborative leader with strong analytical, compliance, and people-management skills who can balance operational execution with continuous process improvement. This position is suitable for experienced managers as well as highly performing mid-level leaders ready to take the next step in their careers.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Maintain a proactive, well-trained, and engaged team.
2. Monitor production levels, volume trends, and quality metrics.
3. Review, prioritize, and assign daily work queues.
4. Monitor live agent calls to ensure service, accuracy, and compliance standards are met.
5. Develop staff schedules to ensure proper coverage and efficiency.
6. Ensure adherence to Credit Union policies and all applicable federal, state, and local regulations; remain current on regulatory changes.
7. Assist with resolving complex member account issues and complaints.
8. Implement cross-training to support operational effectiveness.
9. Coach and mentor staff to enhance performance and productivity.
10. Establish goals and action plans as needed.
11. Monitor and approve timesheets and attendance through Dayforce.
12. Complete and present annual performance evaluations.
13. Interview candidates and make hiring recommendations in partnership with the Director.
14. Develop and implement process improvements to enhance departmental performance.
15. Perform other duties as assigned.

REVENUE ASSURANCE MANAGER QUALIFICATIONS

EDUCATION/CERTIFICATION:
Bachelor’s degree or an equivalent combination of education and experience.

EXPERIENCE:
Five or more years of management experience preferred. Experience with underwriting review, loss mitigation, claims administration, and vendor management is preferred. A combination of relevant education, experience, and demonstrated leadership may be considered.

REQUIRED KNOWLEDGE:
Strong understanding of credit union or banking products and services, applicable laws and regulations, and collections policies and procedures.

SKILLS/ABILITIES:
Strong leadership and interpersonal skills. Ability to learn and adapt to multiple systems and software applications. Proficiency in Microsoft Office and Adobe products. Detail-oriented with strong organizational skills. Ability to manage workflows, troubleshoot queue issues, improve efficiencies, and meet established deadlines.

WORKING CONDITIONS:

Typical office environment

PHYSICAL REQUIREMENTS:
While performing the duties of this job, the employee is regularly required to sit at a desk and in meetings for long periods of time on a continuous basis; intermittently twist to reach equipment surrounding desk; perform simple grasping and fine manipulation with fingers; reach with hands and arms; use a telephone or other electronic communication devices; stand for long periods of times at counter, printers; communicate orally and through written means; use standard office equipment such as computers, printers; write or use a keyboard to perform assigned duties; bend, squat, climb, kneel and twist while checking equipment; occasionally stand and/or walk over both even and uneven ground; occasionally lift and/or move up to 25 pounds; hearing and vision within normal ranges with or without correction.