Collections Manager

Overview

Collections Manager

Mass Mutual Federal Credit Union

Full-Time

Springfield, MA

As the Collections Manager at Mass Mutual Federal Credit Union (MMFCU), you will lead a collaborative and member-focused Collections team. You will oversee processes that protect the credit union’s assets, ensure regulatory compliance, and guide operational excellence. You will also have autonomy in decision-making, lead strategic improvements, and supervise a team committed to service, integrity, and operational efficiency. The Collections team is a skilled and service-driven group responsible for managing delinquency, mitigating risk, and supporting members through financial challenges.

The team collaborates closely with Lending, Compliance, Accounting, and the Executive Team. Team members demonstrate accountability, sound judgment, and a commitment to accuracy, member service, and continuous improvement.

Reporting to the Chief Lending Officer (CLO), the loan team is comprised of loan originators, loan processors, loan servicers, analysts, and collections. The team works cross-functionally and collaboratively with other business units within the organization.

• The following duties for this position are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned:

• Oversee compliance with all credit and collection policies and federal/state regulations.

• Lead, mentor, and develop the Collections team to ensure efficient, member-focused operations.

• Manage procedures for delinquent loans, charge-offs, and recovery efforts.

• Coordinate with internal staff and external partners such as attorneys, agencies, and auditors.

• Review and approve complex or legal collection actions including bankruptcy, foreclosure, and repossessions.

• Monitor and report on collection activities, risks, and outcomes for senior leadership.

• Recommend and implement enhancements to policies, procedures, and workflows.

• Oversee departmental budgeting and alignment with strategic goals.

• Evaluate staff performance, support professional development, and foster a collaborative, inclusive team environment.

• Ensure all activities comply with the Bank Secrecy Act (BSA) and other relevant regulations; attend required training.

• Promote a culture of ethics, integrity, and member service throughout the department.

• Be fully committed to the organization’s values of practicing positivity, being proactive & progressive, cultivating collaboration, growing & guiding, and being adaptable & resourceful.

• Bachelor’s degree in Business, Finance, or related field preferred.

• 5+ years of progressive collections, credit, or lending experience, including 2+ years in a supervisory role.

• Thorough knowledge of federal and state collection regulations (FDCPA, NCUA, TILA, ECOA, BSA, FCRA).

• Strong leadership, analytical, and decision-making skills.

• Excellent communication and interpersonal skills for interacting with staff, management, regulators, and members.

• High level of integrity, professionalism, and discretion.

• Experience working in a credit union environment.

• Demonstrated ability to manage process improvements.

• Comfort working with legal counsel and external auditors.

• Strong coaching and team-building skills.

• Proficiency with reporting tools and core processing systems.

• Regular meetings with the CEO and Executive Team

• Focused one-on-one meetings with your manager

• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, veteran and disability-focused Business Resource Groups

• Access to learning content on Degreed and other informational platforms

• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

Employment is contingent upon successfully passing a credit check.

Mass Mutual is an equal employment opportunity employer. We welcome all persons to apply. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need. California residents:
For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page.