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State Employees Credit Union of New Mexico · 4 months ago

Collections Assistant Manager

Santa Fe, NM

Full-time

Onsite

Mid, Senior Level

$55K/yr - $68K/yr

5+ years exp

State Employees Credit Union of New Mexico is seeking a Collections Assistant Manager to oversee and manage their collections team. This role involves leading a team of collections specialists, ensuring efficient collection of delinquent accounts, and maintaining compliance with financial regulations while delivering exceptional service to members.

Financial ServicesHealth Care

Responsibilities

Supervise, mentor, and develop a team of collections agents to ensure optimal performance and professional growth. Provide coaching, feedback, and training to improve individual and team productivity

Collaborate with the AVP/Collections to develop and implement collections strategies aimed at reducing delinquency, improving recovery rates, and achieving overall department goals

Monitor the aging report to identify delinquent accounts. Take appropriate action to resolve overdue balances, ensuring compliance with the credit union's policies, procedures, and regulatory requirements

Assist members in resolving account issues while maintaining a fair and empathetic approach

Ensure all communications with members are professional, respectful, and in compliance with all relevant regulations. Address member inquiries, disputes, and payment arrangements to maintain positive relationships and foster member loyalty

Maintain a strong understanding of federal, state, and local regulations related to collections, including the Fair Debt Collection Practices Act (FDCPA) and other consumer protection laws. Ensure team adherence to all compliance requirements

Resolve complex or escalated accounts, including high-risk or high-priority members, negotiating payment plans or settlements while maintaining a high level of service

Prepare and submit regular reports to the AVP/Collections on key performance indicators (KPIs), collection progress, trends, and challenges. Provide data-driven recommendations to improve collections processes

Work closely with other departments to ensure effective resolution of accounts and alignment on organizational goals

Stay current with industry trends and regulatory changes, recommending improvements to the collections process and systems to enhance operational efficiency and service

Perform other duties as assigned

Qualification

Collections process knowledgeFinancial regulations knowledgeLeadership abilitiesMicrosoft Office SuiteDecision-making skillsMultitasking abilityCommunication skillsTeam managementProblem-solving skills

Required

Advanced knowledge of lending products, services, and the collections process

Knowledge state and federal regulations such as the FDCPA, HIPAA, and other consumer protection laws is required

Strong leadership and team management abilities, with a proven track record of motivating and developing a team to achieve and exceed performance targets

Excellent verbal and written communication skills, with the ability to resolve issues in a tactful and professional manner

Ability to assess complex financial situations and provide strategic solutions to improve collections outcomes

Experienced in handling legal collection matters, bankruptcies, and repossessions

Proficient in Microsoft Office Suite (Excel, Word, Outlook) and collections systems

Strong decision-making skills with the ability to handle challenging situations while maintaining a positive member experience

Ability to multitask in a fast-paced environment while meeting deadlines

Demonstrate patience, tact, enthusiasm and positive attitude toward all members and general public

Those in a leadership role are expected to participate in company meetings, community events, and similar engagements as ambassadors to the organization and its mission. These include voluntary and involuntary events that although ordinarily will be during business hours, does include weekends and evenings as announced

Job Related Travel - As required

Education or experience equivalent to a Bachelor's degree in Business Administration, Finance, or related field, in addition to 5 plus years' of progressively responsible experience in collections, credit management, or related field

Experienced in supervising staff and leading teams