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Orion Financial · 1 day ago

Revenue Assurance Manager

Memphis, TN

Full-time

Onsite

Mid, Senior Level

5+ years exp

Orion Federal Credit Union is seeking a Revenue Assurance Manager to oversee the daily operations of the department. This role involves ensuring productivity, regulatory compliance, risk mitigation, and exceptional member service while leading a team responsible for quality assurance and operational review.

BankingFinancial ServicesInsuranceVenture Capital

Responsibilities

Maintain initiative-taking, well-trained, and engaged staff through mentoring, coaching, and counseling to improve performance and productivity

Develop and implement goals and action plans for staff as needed, and complete annual performance reviews for call center agents

Conduct job candidate interviews and make hiring recommendations with Director approval

Review, prioritize, and assign daily work queues and tasks, and develop staff schedules to ensure appropriate coverage and operational efficiency

Monitor production levels, volume, trends, and quality metrics, and ensure interactions meet Credit Union standards for service, accuracy, and conformity

Assist staff and members with resolving complex account questions, issues, and complaints

Develop and implement regular cross-training and innovative procedures to ensure processes operate effectively and departmental operations are enhanced

Adhere to Credit Union policies and procedures, and ensure call center compliance with all applicable federal, state, and local laws and regulations. Stay current on changes to relevant laws, regulations, policies, and procedures

Utilize the Dayforce employee portal to monitor and approve time sheets and attendance

Perform all other reasonable duties and responsibilities as assigned

Qualification

Collections experienceManagement experienceRegulationsMicrosoft OfficeAdobe productsSupervisory skillsInterpersonal skillsLeadership skillsOrganizational skillsAttention to detail

Required

Bachelor's degree or equivalent work experience

Five or more years of progressive collections experience, with a proven track record in evaluating customer accounts, reviewing credit applications, appraising credit reports, handling escalated delinquent accounts, and managing departmental workflow

Thorough knowledge of credit union or banking products and services

Exceptional knowledge of relevant laws and regulations, as well as collections policies and procedures

Strong interpersonal, leadership, and supervisory skills

Ability to adapt and learn numerous computer applications and software

Proficient in Microsoft Office and Adobe products

Attention to detail and organizational skills

Ability to maintain workflows and troubleshoot queue issues

Ability to evaluate workflow and create projects/collaborations to improve efficiencies

Ability to multitask to complete assignments within established deadlines