Assistant Manager Collections

Assistant Manager - Collections

BrightStar Credit Union is committed to fostering a diverse and inclusive work environment where everyone has the opportunity to succeed and feel a sense of belonging. We're dedicated to empowering the careers of our people. Our work environment is fun, fast-paced, and service-oriented

The Assistant Manager of Member Resolutions will lead the Member Resolution team in accordance with policies, procedures, and departmental goals. The team's primary function is to communicate and make arrangements with members to facilitate the repayment of delinquent loans and credit cards. This position is on-site.

Essential Functions & Responsibilities

• Provide leadership to the Member Resolution collection staff, including assisting with staffing, staff training, performance management, coaching, and mentoring. Perform call monitoring and provide feedback to the staff.
• Provide outstanding service to each member as defined by the credit union's Service Standards and Promises and present process improvement ideas to management.
• Oversee the Member Resolution collection staff in contacting members by telephone, text, and email to identify and resolve repayment deficiencies and establish proper loan and credit card repayment arrangements.
• Maintaining daily, weekly, and monthly delinquency reports.
• Actively review the Member Resolution collection staff's Queues to ensure KPIs are met and recommend legal, repossession, skip tracing, and other actions to assist in initiating and monitoring special collection activities to the Member Resolution Manager.
• Oversee the following: ordering and reviewing credit bureau reports when reviewing delinquent accounts, processing orders and reviewing credit bureau reports, processing order modifications, and TDRs in accordance with policy and procedure.
• Investigate and report on member complaints, including any complaints from members to the credit union's regulatory agencies.
• Consistent review of delinquency queues to ensure proper follow-up and documentation of accounts by the collectors and no gap in working the accounts and chargebacks.
• Work with collectors to help each one reach their monthly financial goal. This is achieved by ensuring they meet the call count requirement and collect their assigned goal each month, for each assigned product and bucket.
• Maintain knowledge of B.S.A. Compliance, FDCPA, and TCPA.
• Other job-related duties as assigned.

Performance Measurements:

• Provide outstanding service to internal and external members as defined by our service standards and promises.
• To maintain the credit union's charged-off and delinquent accounts at or below acceptable levels.
• To maximize the collection and/or recovery of credit union assets from delinquent and charged-off accounts.
• To ensure all collection activities are legal and follow credit union policy. To inform management of operational issues affecting the credit union's collection activities.

Minimum Expectations of Knowledge and Skills:

Experience - Three years or more of similar or related experience

Education - A Bachelor's Degree

Interpersonal Skills: Motivating or influencing others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation is also essential.

Other Skills: The candidate must have good communication skills. Experience in Symitar by Jack Henry core and collection system collections platform is preferred. The candidate must also be proficient in Microsoft Word and Excel (advanced skills).

Compliance

Employees must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions with B.S.C.U. will consider the awareness of unusual or suspicious activity relevant to the department.

• In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, Credit Card Act, FDCPA, and TCPA.

Physical Requirements

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee must occasionally stand, stoop, kneel, and crouch. The employee must often lift and move up to 10 pounds. Specific visual abilities required for this job include close vision and the ability to adjust focus.

Work Environment:

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace