Collections Manager

United Heritage Credit Union•Austin, TX

1d•Onsite

About The Position

Under the direction of the VP of Risk and Compliance, the Collections Manager is responsible for managing, coordinating and monitoring the day-to-day operations for the Collection department's activities. This role will oversee collections, bankruptcies, workouts, foreclosures and repossessions to ensure internal and external service levels and production standards are achieved while remaining in compliance with legal and Credit Union standards. This role will lead and motivate a team of collectors to ensure the effective and timely review and resolution of delinquent loans and protect the Credit Union's assets, financial interests, and reputation, while driving high performance through productivity, accuracy, and operational excellence. This position will be fully onsite at our offices in Austin, TX. In this role with UHCU you will get to: Create a high-performing and professional, service-driven culture by developing direct reports through effective training, coaching, development plans, and delivering annual performance reviews. Establish effective communications and create a positive manager-employee relationship by supporting staff through recognition, motivation, feedback, reinforcement of positive skills, and identifying areas of improvement. Ensure adequate staffing levels are maintained within operational plans and perform necessary personnel actions such as interviewing, hiring, transfers, promotions, disciplinary actions and terminations. Partner with the VP of Risk and Compliance to determine departmental goals. Establish, monitor and report key performance indicators (KPIs) to senior management. Responsible for ensuring all account collection activity, including collateral repossession, mortgage foreclosure, liquidation and subsequent charge off processes meet credit union, state and federal lending regulations. Oversee third-party vendors supporting the Collections function, including CPI providers, skip tracing services, workflow management systems, repossession agents, and credit dispute processors. In collaboration with the VP of Risk and Compliance, develop and implement strategies designed to maximize recovery, increase efficiencies and reduce loss. Responsible for maintaining a highly effective collection process to minimize charged-off and delinquent accounts and support the organization's financial performance objectives. Prepare monthly collection reports detailing delinquent loan information for management and the Board as appropriate and in a timely manner. Prepare reports to monitor and analyze department productivity for call volumes and accounts worked. Manage complex situations, including escalated calls/issues and out-of-state cases, as well as cases to the VP of Risk and Compliance where legal action may be authorized. Work escalated collection accounts as needed through outbound calling. Update collection notes to document action taken. Process payments as needed. Partner with leadership and cross-functional department (E.g., Lending, Branch Operations, Digital, Accounting, Compliance, and Fraud) to ensure alignment on collections strategies, regulatory requirements, operational changes, and member impact. Work closely with leadership and cross-functional teams to ensure alignment on collections strategy, regulatory requirements, and operational changes, maintaining transparent communication and coordinated stakeholder engagement. Continuously improve system processes, workflows and procedures, maximizing staff efficiency and effectiveness. Responsible for policy and procedure updates and creation of job aids when required.

Requirements

Accredited Bachelor's degree in a related field required, or any equivalent combination of experience and training which provides the required knowledge, skills and abilities.
5+ years of experience in a consumer collections department working with consumer and real estate loan collections and delinquencies.
2+ years of experience managing direct reports including responsibilities for hiring, training, assigning work and managing performance of staff.
Thorough knowledge of state and federal regulations relating to recovery and collections.

Nice To Haves

Demonstrated experience handling repossessions and foreclosures.
Experience in working with attorneys in successful collections litigation.
Thorough knowledge of consumer, residential, commercial and/or dealer originated lending.
Experience working with the AKUVO collections platform and Jack Henry Symitar core platform
Experience working at a bank or credit union.
Bilingual in English and Spanish a plus.

Responsibilities

Create a high-performing and professional, service-driven culture by developing direct reports through effective training, coaching, development plans, and delivering annual performance reviews.
Establish effective communications and create a positive manager-employee relationship by supporting staff through recognition, motivation, feedback, reinforcement of positive skills, and identifying areas of improvement.
Ensure adequate staffing levels are maintained within operational plans and perform necessary personnel actions such as interviewing, hiring, transfers, promotions, disciplinary actions and terminations.
Partner with the VP of Risk and Compliance to determine departmental goals.
Establish, monitor and report key performance indicators (KPIs) to senior management.
Responsible for ensuring all account collection activity, including collateral repossession, mortgage foreclosure, liquidation and subsequent charge off processes meet credit union, state and federal lending regulations.
Oversee third-party vendors supporting the Collections function, including CPI providers, skip tracing services, workflow management systems, repossession agents, and credit dispute processors.
In collaboration with the VP of Risk and Compliance, develop and implement strategies designed to maximize recovery, increase efficiencies and reduce loss.
Responsible for maintaining a highly effective collection process to minimize charged-off and delinquent accounts and support the organization's financial performance objectives.
Prepare monthly collection reports detailing delinquent loan information for management and the Board as appropriate and in a timely manner.
Prepare reports to monitor and analyze department productivity for call volumes and accounts worked.
Manage complex situations, including escalated calls/issues and out-of-state cases, as well as cases to the VP of Risk and Compliance where legal action may be authorized.
Work escalated collection accounts as needed through outbound calling.
Update collection notes to document action taken.
Process payments as needed.
Partner with leadership and cross-functional department (E.g., Lending, Branch Operations, Digital, Accounting, Compliance, and Fraud) to ensure alignment on collections strategies, regulatory requirements, operational changes, and member impact.
Work closely with leadership and cross-functional teams to ensure alignment on collections strategy, regulatory requirements, and operational changes, maintaining transparent communication and coordinated stakeholder engagement.
Continuously improve system processes, workflows and procedures, maximizing staff efficiency and effectiveness.
Responsible for policy and procedure updates and creation of job aids when required.