Resolution Support Manager

Credit Union of Texas•Allen, TX

22h

About The Position

The Resolution Support Manager is responsible for the oversight and governance of all back-office legal, administrative, and post-charge-off recovery functions within Collections. This role leads the enforcement lifecycle from post-repossession and charge-off notices through garnishments, levies, judgments, and third-party legal recovery. This position serves as the primary liaison to outside counsel and legal vendors and is accountable for minimizing legal risk while maximizing post-charge-off recoveries. This role protects the credit union’s financial position, regulatory standing, and reputational integrity.

Requirements

MUST have experience working in a call center, banking, or collection’s environment.
Understanding of Credit Union lending programs, policies, and default enforcement clauses
Thorough knowledge of collections, servicing, foreclosure, bankruptcy procedures, and legal requirements
Analytic ability to organize and prioritize work to meet deadlines
Basic understanding of loan policies and procedures
An ability to work individually on a project or in a team environment
Strong computer application skills including Microsoft Word, Excel and Outlook
Excellent written and verbal skills required
Good judgment, initiative and problem-solving abilities
Ability to handle and resolve complex issues with little assistance
Ability to perform multiple tasks simultaneously
Ability to communicate effectively
Proficient telephone, member service, communication and documentation skills required.
Must have the ability to work a flexible work schedule (including evenings and weekends)
Strong negotiation skills
Bachelpr’s degree in Business, Finance, Legal studies is preferred or equivalent experience and/or training.
Minimum 3-5 years experience in collections, legal recovery and post-charge-off enforcement.
Minimum of 3 years leadership or supervisory experience.
Demonstrated experience working with outside counsel on judgments and enforcement.
Strong working knowledge of: UCC Article 9 Texas repossession and foreclosure statutes Federal wage garnishment limits (CCPA) FDCPA and CFPB regulatory standards
Strong analytical, documentation, and risk management skills.
Ability to interpret legal documents and statutory requirements.

Responsibilities

Legal Enforcement & Judgment Oversight
Oversee all post-charge-off legal recovery processes, including: Wage garnishments Bank levies Writs of execution Abstracts of judgment Post-judgment discovery
Ensure compliance with federal and state garnishment limitations, exemption rules, and statutory notice requirements.
Monitor statute of limitations timelines and ensure timely legal escalation.
Review and approve litigation referrals and enforcement actions.
Oversee post-judgment payment arrangements and negotiated settlements.
Ensure accurate tracking of judgments, balances, accruals, and recovery activity.
Notice Governance & Regulatory Communication
Oversee preparation and issuance of: Notice of Sale letters Deficiency balance notices Right-to-cure letters Post-repossession and post-foreclosure notices
Ensure compliance with: UCC Article 9 requirements Texas-specific repossession and foreclosure statutes Federal wage garnishment laws (CCPA) FDCPA (as applicable to legal and third-party activity) CFPB collection communication standards
Maintain documentation to support regulatory examinations and audits.
Partner with Compliance to update templates and procedures in response to regulatory changes.
Attorney & Third-Party Governance
Serve as primary liaison between the credit union and outside attorneys.
Review pleadings, settlement recommendations, and enforcement strategies.
Approve and monitor legal invoices and expenses.
Establish and monitor service level agreements (SLAs) for outside counsel.
Evaluate attorney performance based on recovery rates, legal cycle time, and cost efficiency.
Ensure third-party legal partners operate within regulatory and policy standards.
Post-Charge-Off Recovery Strategy
Develop and implement post-charge-off recovery strategies.
Determine appropriate placement of accounts with outside agencies or legal counsel.
Monitor recovery rates and deficiency balance performance.
Establish settlement authority guidelines and recommend policy adjustments.
Analyze recovery trends and provide strategic recommendations to improve net recovery ratios.
Ensure proper accounting treatment and reconciliation of post-charge-off recoveries.
Work with Accounting to ensure proper posting and GL reconciliation.
Operational & Back-Office Leadership
Lead and develop Resolution Support Specialists and related support staff.
Oversee administrative workflows supporting Collections and Loss Mitigation, including processing offsets, charge off’s, credit bureau updates, etc.
Ensure accurate system coding, documentation, and reporting.
Implement internal controls to mitigate documentation and compliance risk.
Conduct periodic quality control reviews of legal and administrative files.
Oversee assignment of accounts with third party collection agencies.
Oversee processes involving debt management/credit counseling companies and negotiating settlements.
Regulatory Complaint & Escalation Management
Respond to escalated regulatory complaints, including NCUA, CFPB, and state regulatory inquiries.
Conduct internal investigations related to legal enforcement activities.
Identify root causes of operational breakdowns and implement corrective action plans.
Escalate material risk issues to executive leadership.
Reporting & Financial Accountability
Track and report on: Post-charge-off recovery rate Garnishment and levy success rates Legal expense ratio Deficiency balance recovery Attorney and agency performance metrics
Provide executive-level reporting on legal recovery trends.
Identify opportunities to reduce legal expense while improving recovery outcomes.
Decision Authority
Approve legal referrals and enforcement actions within established thresholds.
Approve settlement agreements and post-judgment payment plans within delegated authority.
Approve legal vendor expenses within budget parameters.
Escalate high-risk or complex litigation matters to senior leadership as appropriate.