What are the responsibilities and job description for the Manager, Collections position at Together Credit Union?
Job Title: Manager, Collections
Reports To: Director, Collections & Recovery
Positions Supervised: Assistant Manager, Senior Collectors, Collection Administration and Recovery
FLSA Status: Exempt
Job Summary
The Collection Manager oversees the daily operations of the credit union’s collection and recovery functions across all loan types, including consumer, credit card, real estate, and specialty portfolios. This role is responsible for minimizing delinquency, charge-offs, and losses while ensuring compliance with federal and state regulations, internal policies, and member-focused service standards. ** This is a Hybrid/St. Louis position **
The Collection Manager provides leadership, coaching, and development to the collections team, monitors key performance indicators, and drives strategies that improve portfolio performance. This position collaborates closely with lending, servicing, fraud, and loss mitigation teams to ensure effective risk management and a positive member experience. The role requires strong analytical decision-making skills, the ability to manage complex situations, and a commitment to protecting the credit union’s financial assets.
Job Responsibilities
The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks others than those specifically stated in this description.
- Directs and supervises consistent and timely collection efforts for delinquent secured and unsecured loans, ensuring compliance with all applicable consumer collection laws and regulations while maintaining exceptional member service.
- Coaches, develops, and trains staff; assigns work, sets goals, monitors progress, and provides ongoing feedback to support employee performance and growth. Conducts performance evaluations and reviews annual expectations.
- Oversees daily collection operations, ensuring workflows are efficient and aligned with credit union policies. Analyzes delinquency trends and inventory to assign work and develop data-driven collection strategies.
- Manages collection technologies, including platforms, automated calling systems, and payment processors. Oversees third-party vendor relationships as needed.
- Reviews and recommends actions on high-risk accounts, including repossession approvals, auction pricing, and repair decisions. Identifies risk factors and negative trends, proposing strategies to mitigate future losses.
- Oversees and maintains working knowledge of the Bankruptcy Specialist functions including administration of bankruptcy activities on accounts. Manages the timely and consistent collection and legal practices for the collection of bankrupt accounts focusing on compliance with the credit union and bankruptcy code.
- Handles escalated member issues with a focus on timely, respectful, and solution-oriented resolution.
- Ensures full compliance with applicable laws and regulations. Responds to internal audit findings and external examiner inquiries related to the Collection Department’s operations.
Required Qualifications
An equivalent combination of education, training, and experience will be considered.
- High School Diploma
- Five (5) years of relevant experience in collections or related fields
- Three (3) years of Leadership experience
Preferred Qualifications
- Bachelors Degree
- Eight (8) years of relevant experience in collections or related fields
- Five (5) years of Leadership experience
Knowledge, Skills, and Abilities (KSA’s)
A representation of the knowledge, skills, and abilities necessary to perform this job competently.
- Ability to lead and engage in sensitive, confidential conversations with internal and external stakeholders. Skilled in motivating, influencing, and guiding direct reports, peers, and partners to achieve organizational goals.
- Demonstrates integrity and sound ethical judgment in all decisions. Builds trust through transparent, diplomatic interactions and serves as a role model for organizational values.
- Capable of making informed decisions independently while balancing team input. Uses strong problem-solving skills to resolve issues, prioritize competing demands, and adapt strategies to changing circumstances.
- Maintains composure and professionalism under pressure, fostering a positive team environment while meeting deadlines and quality standards. Demonstrates cultural awareness and respect in managing diverse teams.
- Effectively manages multiple priorities and resources in a fast-paced environment. Demonstrates flexibility and resilience when responding to urgent issues or shifting business needs.
- Proficient in analyzing data and leveraging technology to support decision-making and operational efficiency. Communicates complex information clearly and accurately to diverse audiences.
Work Environment
Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.
- Hybrid work environment (combination of remote & onsite); requires regular use of online tools, systems, and collaboration platforms
- General office setting when working onsite
- Occasional travel to branch locations, vendor sites, or other business-related locations
- Attendance at offsite meetings, events, or conferences as needed
Physical Abilities
The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Ability to work at a computer in a stationary position for up to 8 hours per day
- Ability to occasionally carry light materials (e.g., laptop, presentation materials)
- Ability to travel for business by car or air and stay in public accommodations as needed
Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity or expression, national origin, military or veteran status, disability (including pregnancy), genetic information, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.