Firefighters First Credit Union · 13 hours ago
Director, Collections
United States
Full-time
Remote
Senior Level, Lead/Staff
$114K/yr - $127K/yr
8+ years expFirefighters First Federal Credit Union is the nation’s largest exclusive firefighter credit union, dedicated to serving the firefighter community since 1935. The Director of Collections will oversee asset recovery operations, ensuring effective management of delinquent accounts and compliance with regulations while leading a team to support the Credit Union's financial stability and commitment to member service.
Financial Services
Hiring Manager
Danielle Walker
Responsibilities
Executing comprehensive asset recovery strategies that align with the Credit Union’s financial goals, minimizing charge-offs and maximizing recoveries across all portfolios, while incorporating process improvement and automation and leveraging built-in tools within existing platforms to enhance operational efficiency and effectiveness
Directing and overseeing all collection and recovery activities, including delinquency management, charge-offs, repossessions, foreclosures, bankruptcies, and other legal claims and litigation as well as collateral liquidation, ensuring timely and compliant resolution
Establishing and monitoring key performance indicators, goals, and processes to track portfolio performance and identify areas for improvement in efficiency and recovery effectiveness
Leveraging data analytics and performance metrics to drive asset recovery strategy, identify trends and risks, improve operational effectiveness, and support informed decision-making across the team
Ensuring full compliance with all applicable federal and state regulations, including FDCPA, FCRA, UCC, SCRA, NCUA, and other consumer protection laws, maintaining robust internal controls and documentation standards
Collaborating with cross-functional teams to manage portfolio risk, maintain data integrity, and ensure alignment with organizational objectives
Managing vendor relationships with collection agencies, legal counsel, repossession agents, and remarketing firms to ensure performance, cost-effectiveness, and adherence to service-level agreements
Promoting a member-first recovery philosophy, balancing effective loss mitigation with empathy yet assertiveness, professionalism, and solutions-oriented engagement to preserve member relationships and uphold the Credit Union’s values
Serving as an escalation point for complex or sensitive asset recovery cases, demonstrating hands-on leadership while coaching and supporting staff to ensure effective, member-focused resolutions
Regularly meeting with each team member to coach and mentor to ensure alignment around FFCU’s mission, vision, and values
Providing team members with training, tools, and resources to successfully perform their jobs
Holding teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed
Providing and ensuring development opportunities are available for team members as part of their overall career path with the Credit Union
Leading change by identifying opportunities that consistently raise the bar and improve service levels
Assisting the Credit Union with executing the business plan of the organization
Qualification
Required
Bachelor's degree
Minimum of 3 years managing employees or leading teams
8–10 years of progressive experience in asset recovery, collections, or loan servicing, with at least 5 years in a management role within a financial institution
Knowledge of consumer, mortgage, and commercial loan recovery processes, including bankruptcy and foreclosure
Prior experience working at a bank and/or credit union
Company
Firefighters First Credit Union
Firefighters First Credit Union prides itself in being the trusted provider of premier financial services to our Fire Family since 1935.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Dixie Abramian
President/CEO
Mike Mastro
President/CEO
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