Collections Manager

Job Details

Description

Supervisory Responsibilities

• Oversee daily activities of collection staff.
• Set performance expectations and KPIs (delinquency goals, call quality standards, recovery targets).
• Conduct coaching, mentoring, and skill‑building for team members ensuring that the credit union complies with all laws and regulations and that our systems provide a high level of service to the membership.
• Manage hiring, interviewing, onboarding, and training new staff.
• Complete performance evaluations and create improvement plans when required.
• Monitor work quality and compliance during calls and account handling.
• Embody the Credit Union’s core values of Trust, Integrity, Teamwork and Making a Difference and model the values in all daily activity.
• Manage time off requests and process time and labor approvals and changes for the staff.
• Emphasize and promote professional and ethical conduct.
  
  

Operational Responsibilities

• Track delinquency metrics, charge-off ratios, and recovery results.
• Use analytics to identify portfolio trends or emerging risks (e.g., rising early‑stage delinquencies).
• Ensure timely processing of repossessions, foreclosures, charge-offs, and recoveries.
• Prepare monthly board reports or executive-level summaries.
• Approve settlement offers, payment arrangements, and extensions aligned with policy.
• Balance strong collection performance with relationship-focused service by promoting high ethical standards in member interactions.
• Collaborate with Finance on ACL/CECL inputs and delinquency forecasting.
• Ensure all collection practices comply with Federal regulations, NCUA guidance and internal policies and procedures
• Maintain accurate documentation and recordkeeping for regulatory examination readiness.
• Conduct periodic reviews of staff activity for accuracy and compliance.
• Handle member escalations that staff cannot resolve.
• Serve as the primary liaison between collections and other departments (Lending, Member Service, Accounting, etc)
  
  

Qualifications

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And Experience

3 years of people management experience in a collections department preferred

5 years of progressive collection experience including collections, repossession, bankruptcy and foreclosure laws and procedures

Proven collection results against metrics and strategic goals

Advanced consumer loan product knowledge

College degree preferred

Skills

SKILLS AND COMPETENCIES

• In-depth knowledge of collections standards and federal and state regulations.
• Able to demonstrate good communication, member service, and human relations skills.
• Able to work independently and exercise good judgment, initiative, tact and professionalism in representing WeStreet with members, managers, staff and service providers.
• Effective leadership skills and the ability to coach and develop staff to achieve goals and maintain respectful relationships with members and with each other.
• Self-starter with strong organizational skills and the ability to set priorities for self and staff to accomplish objectives.
• Proven ability to effectively cope with stressful situations daily in a high production structured environment.
• Able to read, analyze and interpret common technical journals, financial reports and legal documents.
• Ability to write business related documents and correspondence.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
  
  

Certificates, Licenses and Registrations

None