Collections Manage Position Summary The Collection Manager is responsible for directing and managing the Credit Union's collection function across consumer, credit card, and real estate-secured delinquent accounts. This role develops and enforces collection strategies that minimize loss, maximize recovery, and maintain compliance with applicable federal and state regulations (including FDCPA, Regulation Z, Regulation B/ECOA, and NCUA guidance) while preserving positive member relationships. The Collection Manager supervises collections staff, monitors portfolio delinquency and charge-off trends, and works closely with Lending, Risk, and Compliance to protect the financial health of the Credit Union. Essential Duties and Responsibilities Oversee day-to-day operations of the collections department, including early-stage delinquency, late-stage collections, repossession, foreclosure referral, skip tracing, and charge-off/recovery processes. Develop, implement, and continuously refine collection strategies and workflows to reduce delinquency and net charge-off ratios while supporting member retention. Supervise, train, schedule, and evaluate collections staff; set individual and team performance goals and provide regular coaching and performance feedback. Ensure all collection activity complies with the Fair Debt Collection Practices Act (FDCPA), Fair Credit Reporting Act (FCRA), Regulation Z, Regulation B, bankruptcy law, and applicable state collection statutes. Review and approve loan modifications, extensions, repayment plans, skip-payments, and settlement offers within established lending authority. Monitor and report on portfolio delinquency, roll rates, recovery rates, and charge-off trends to senior management and the Board as required. Coordinate with internal compliance officer and legal counsel and outside agencies on repossessions, foreclosures, bankruptcies, small claims filings, and litigation as needed. Manage relationships with third-party collection agencies, repossession vendors, skip-tracing services, and legal partners; evaluate vendor performance. Ensure accurate and timely credit bureau reporting related to delinquent, charged-off, and recovered accounts. Respond to escalated member disputes, hardship requests, and complaints involving collection activity. Maintain up-to-date collection policies and procedures; ensure staff training reflects current regulatory requirements and Credit Union policy. Prepare for and support internal audits, NCUA examinations, and compliance reviews related to the collections function. Perform other duties as assigned. Supervisory Responsibilities Directly supervises collections staff. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints; and resolving problems in accordance with Credit Union policy. Qualifications Education and Experience Bachelor's degree in business, finance, or a related field preferred, or equivalent combination of education and experience. Minimum of 5 years of collections or lending experience, including consumer and real estate-secured collections, with at least 2 years in a supervisory or lead capacity. Working knowledge of FDCPA, FCRA, Regulation Z, Regulation B, bankruptcy proceedings, and repossession/foreclosure laws. Credit union or financial institution experience strongly preferred. Knowledge, Skills, and Abilities Strong leadership and staff development skills, with the ability to motivate a team in a performance-driven environment. Sound judgment in evaluating hardship situations, negotiating repayment terms, and balancing loss mitigation with member service. Excellent verbal and written communication skills, including the ability to communicate effectively with members, staff, and outside agencies. Strong analytical skills with the ability to interpret delinquency, recovery, and charge-off data and translate it into action. Proficiency with core banking/loan servicing systems, collections software, and Microsoft Office (Excel in particular). High level of integrity and discretion when handling sensitive member financial information. Physical Demands and Work Environment Work is generally performed in a standard office environment. Requires prolonged periods of sitting, computer use, and telephone communication. Occasional travel may be required for training, vendor meetings, or legal proceedings.