Job Details

Collections Assistant Manager, Full-Time, Remote (MA, NH or GA Only)

Job Category: Collections

The Collections Assistant Manager will provide support to the Collections Manager and/or Director of Collections and direct the department's ongoing effort to achieve the lowest possibledelinquency and charge-off ratios. The role involves managing and coordinating the daily activities of team leaders and staff to ensure adherence to the credit union's policies, procedures, and regulatory guidelines. The assistant manager will regularly evaluate collection operations and processes and present recommendations to make the department more efficient through the use of technology or redistribution of duties.

Essential functions include:

• Direct daily activities of the Collections Department staff to ensure proper and timely response and handling to all member accounts in non-performing status.
• Recommend loan workout options to Consumer Loan and Mortgage departments.
• Identify, analyze, and measure portfolio trends, providing regular updates to management.
• Coordinate and monitor performance of all collections vendors.
• Participate in monthly meetings with the Consumer Loan Department to review trends in underwriting and collection activity.
• Work with the Collections Manager and/or Director of Collections to develop an effective department incentive program. Monitor the program and recommend changes when necessary.
• Review repossessions and remarketing of repossessed collateral, in order to make informed decisions and recommendations for the disposal while limiting the credit union's exposure.
• Conduct periodic analysis for mortgage loan to values on delinquent accounts.
• Manage investor/PMI mortgages in default in order to ensure compliance with policies and regulations.
• Provide leadership, support, guidance, training, and supervision to staff.
• Participate in all collections related audits and respond to internal audits.
• Manage escalations from members and provide timely resolutions and/or additional information.
• Utilize the Collection Package, XP, and LoanServ to obtain necessary data and statistics to create reports and/or charts for Collections. Analyze Collections statistical data.
• Monitor daily department service level and make adjustments as necessary.
• Keep informed of industry trends for collection practice by reading industry articles.
• Manage projects related to department's and organizations strategic, financial, efficiency, and operational goals.
• Foster a team and call center culture that specializes in people and performance management, coaching and development, and employee engagement to the extent that performance and results are considered best in results, effectiveness, cost efficiency, compliance, and member.
• Meet with Team Leaders and Quality Assurance specialist to discuss call monitoring results and implement department trainings and recommend changes to training.
• Conduct brainstorming sessions to encourage efficiency, process innovation ideas in reducing delinquency and charge-off ratios.
• Participate in and/or facilitate team project and focus groups as assigned by the Dept. Manager.
• Perform other job-related duties as assigned by Managers(s).

Education and experience requirements:

• Bachelor's degree in business-related field or equivalent experience required.
• Minimum of 5 years progressive management experience in consumer collection and/or lending.
• Previous management experience in a call center and/or financial institution preferred.
• Strong analytical skills, ability to think strategically and influence business decisions.
• Excellent communication skills and utilization of computer applications.
• Knowledge of the Fair Debt Collection Act, Fair Credit Reporting Act, and other applicable collection laws.

Additional eligibility requirements:

• Previous experience in a call center and/or financial institution preferred.
• Knowledge of the Fair Debt Collection Act, Fair Credit Reporting Act, and other applicable collection laws.
• Ability to handle multiple priorities.

DCU is the largest credit union headquartered in New England serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance and a community that cares.

DCU is an equal-opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to ...@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

DCU is not currently offering Visa transfer/sponsorship for this position.