Director of Collections

Job Title: Director of Collections

Department: Lending / Collections

Reports To: President/CEO

Location: Beaver, PA

FLSA Status: Exempt

About West-Aircomm Federal Credit Union

At West-Aircomm Federal Credit Union, we believe in “People Helping People.” We’re committed to providing exceptional service to our members and fostering a supportive, community-focused workplace.

Position Summary

The Director of Collections is responsible for overseeing and managing all aspects of the credit union’s collection functions for both consumer and business loan portfolios. This leadership role ensures effective recovery of delinquent accounts while maintaining compliance with regulatory requirements and upholding West-Aircomm Federal Credit Union’s member-focused service philosophy. The Director of Collections develops and implements strategies to minimize loan losses, maximize recoveries, and maintain asset quality.

Key Responsibilities

Leadership & Oversight

• Lead, train, and manage the Collections Department staff, fostering a culture of accountability, teamwork, and member service.
• Oversee daily collection activities to ensure timely and professional contact with delinquent members.

Collections Management

• Manage all stages of the collection process for consumer loans (auto, credit card, personal loans, mortgages) and business loans (commercial real estate, lines of credit, equipment financing, etc.).
• Review and approve collection actions, payment arrangements, charge-offs, repossessions, and legal proceedings.
• Collaborate with external collection agencies, attorneys, and recovery partners to optimize recovery rates.
• Monitor delinquency, charge-off, and recovery trends; prepare detailed reports and analysis for executive leadership and the Board of Directors.

Compliance & Risk Management

• Ensure all collection activities comply with federal and state regulations.
• Maintain accurate and confidential member records in accordance with privacy and security standards.
• Recommend and implement policy and procedure changes to strengthen risk mitigation and operational efficiency.

Member Relations & Communication

• Promote respectful and solutions-oriented interactions with members, balancing recovery objectives with member goodwill.
• Collaborate with lending and member service teams to identify and assist members experiencing financial hardship through modifications or workout plans.

Strategic Initiatives

• Analyze portfolio risk and recommend proactive strategies to prevent delinquency.
• Participate in asset-liability management discussions and contribute to credit risk assessments.
• Support the credit union’s mission and community engagement initiatives by ensuring ethical and transparent collection practices.

Qualifications

Education & Experience

• Bachelor’s degree in Business Administration, Finance, Accounting, or related field required
• Minimum 5 years of progressive experience in collections or loan servicing, with 2 years in a management or leadership role.
• Experience in credit union or community bank environment strongly preferred.
• Strong knowledge of consumer and commercial loan collections, legal recovery processes, and regulatory compliance.
• Proven track record of reducing delinquent accounts.

Skills & Abilities

• Strong leadership and team development skills.
• Excellent analytical, negotiation, and decision-making abilities.
• Proficiency in loan servicing systems, collection software, and Microsoft Office Suite.
• Excellent negotiation and interpersonal skills to resolve challenging customer situations.
• Strong communication and presentation skills for internal and Board reporting.

Performance Metrics

• Delinquency and charge-off ratios
• Recovery rate and cost efficiency
• Regulatory compliance audit results
• Departmental productivity and employee engagement
• Member satisfaction and complaint resolution

What We Offer

• Competitive pay and benefits
• Opportunities for professional growth
• A team-oriented, member-focused work environment