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Company

OCCU | Oregon Community Credit Union · 5 hours ago

Collections Manager

Eugene, OR

Full-time

Remote

Mid, Senior Level

$99K/yr - $109K/yr

5+ years exp

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Comp. & Benefits

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Responsibilities

Hire, schedule, develop, coach and assess assigned team members which results in a highly functioning and effective organization that results in a competitive advantage of providing best in class member service.

Develop goals for each team member which align with organizational goals.

Oversee performance management with the guidance and assistance of Human Resources if it moves into disciplinary action.

Conduct regular feedback and development meetings with all assigned team members.

Maintain a cohesive, highly trained and motivated team who effectively meet daily department demand and long-term organizational goals.

Provides consistent communication to their teams to ensure they understand the objectives and organizational goals and how each contributes to these.

Lead team members through change management effectively when required.

Establish and maintain commitments and professional business relationships with team members, members, vendors, the community, professional organizations and credit union trade organizations.

Play a positive role in the development and growth of assigned team members through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly effective, cross-trained staff.

Consistently use the Advantage Framework, including cascading communications and supporting and committing the determined objectives, initiatives, and strategies.

Embrace their own learning and development and always looks for ways to become an even more effective leader.

Use self-awareness and communication skills to effectively collaborate with other departments and areas.

Lead the performance of Collections functions at OCCU.

Establish and monitor key performance metrics to ensure service levels and operating metrics are achieved. Closely monitor results relative to established objectives and ensure that appropriate steps are taken to correct unsatisfactory conditions.

Monitor member complaints and feedback and make recommendations for improvement as needed.

Possess a high competency in the use of business and collections technology. Be the key promoter of virtual systems to our members. Use both internal and external software programs with a high degree of mastery.

Manage and monitor member contact systems such as phone, chat and email to maximize productivity, optimize staff scheduling and deliver positive member experience.

Maintain a strong understanding of collection-related functions and be able to guide employees to correct procedures and to achieve results.

Ensure that all collection activity is accurately documented and updated in compliance with OCCU’s standards for knowledge assets.

Oversee third party partners and prepare regular reporting on their performance.

Review performance and results related to collections and deliver regular reports and recommendations for improvement or maintenance of high metrics.

Work with leadership in development of plans, budget and ongoing forecasts, including identification of variances and development of corrective tactics as they occur (across both short and longer-term horizons). Review and recommend programs to generate income, reduce losses or increase value to members. Review monthly reports and provide updates regarding budget variations.

Develop and maintain professional relationships with key contacts in the community such as other financial institution collections personnel and industry experts.

Perform monthly loan and non-loan charge-offs.

Must adhere to the Fair Debt Collections Practices Act and all other regulatory standards and internal procedures.

Qualification

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Performance ManagementCollections ManagementBusiness Technology ProficiencyTeam DevelopmentChange ManagementRegulatory ComplianceFinancial AnalysisEntrepreneurial Thinking

Required

A minimum of five years of similar or related experience, including managing day-to-day activities of all collection-related functions.

Must be entrepreneurial in thinking, planning and implementation.

Bachelor’s degree in business management, finance or other relevant fields of study required and/or demonstrated experience driving measurable business outcomes.

Must adhere to the Fair Debt Collections Practices Act and all other regulatory standards and internal procedures.

Preferred

An equivalent combination of experience and education that demonstrates the knowledge, skills and abilities required for the position will be considered in lieu of the outlined requirements.