Collections Assistant Manager

The Collections Assistant Manager is responsible for providing subject matter expertise for Members, Team Members and Vendors and will help oversee the day-to-day Collections operations involved with the collecting on delinquent loans, Visa, return Items, repossessions, bankruptcies, legal accounts, credit reporting, processes, and procedures to maintain accuracy and completeness, meeting compliance criteria for various types of delinquencies. Excels at queue maintenance, collecting activities and decisioning, and delinquent file reviews in accordance with established policies and procedures, keeping the member needs as the highest priority in tandem with team members and management counterparts.

Balancing the corporate goals for collection activities and the credit unions brand and reputation importance level and ability to collect and lead with empathy. The Collections Assistant Manager actively engages in activities supporting efficient and compliant financial resolutions operations, efficiency recommendations and team member development, coaching, and leadership strategies to support the CU’s mission, vision, strategic plan, goals, and service promises.

Continually assesses financial resolutions processes to identify opportunities for improvement, proficiencies, and employee coaching. Works with members, and across departments, to complete job functions, test, and implement new solutions in a timely manner acting as a go-to for the Collections team for escalated issues. Reviews and prepares daily, weekly, and monthly reports as needed, as well as recommends process enhancements and assists to execute those approved enhancements.

Assumes responsibility for the operation of the department during any absence of the department manager.

What You'll Do In This Role:

• Assists with ensuring the Collections team members have the necessary tools, materials, and training to successfully perform in their positions. Manages collections queues, assigns, observes, and reviews work to assess department and team member performance and efficiency. Coaches team members on a regular basis to confirm they clearly understand the performance and service standards and expectations for their position. Motivates, trains, and develops the collections team, holding them and themselves accountable to the service promises, mission, vision, goals, deadlines, and productivity standards set by the Credit Union to ensure production and quality metrics are consistently achieved, in conjunction with the Collections Manager.
  
  Assists with leading the team to service all members with their questions and concerns, aiding team members to improve the financial lives of our membership. Assists with member escalations to resolve concerns and issues and notifying required parties based on escalation level.
• Assists Collections Manager with reviewing, maintaining, and reporting on required data to track the growth, quality, recovery efforts, timeliness, and efficiency of all the Financial Resolutions team activities. Assists with evaluating current staff for training needs and provides future training for financial resolutions in conjunction with the training department. Drives continuous improvement through coaching and feedback. Participates and assists in conducting team member check-ins, one-on-one and provides input in department level team huddles where goals are actively discussed, established and reviewed.
  
  Assists Collections Manager in partnering with third party vendors who support and work on outsourced collections services and functions ensuring they are meeting agreed-upon service promise standards.
• Facilitates the clearing of all obstacles before moving to escalate collection efforts through working with members,…