Collection Manager Jobs in Semmes, AL (NOW HIRING)

DISCOVER A CAREER WITH CU*SOUTH

At CU*SOUTH, we're more than just a Credit Union Service Organization (CUSO); we're a community united by a mission to strengthen and grow credit unions everywhere. Every role within our organization is backed by our steadfast philosophies - from our team who bring years of professional experience to our dynamic, customer-focused culture that's rooted in responsiveness and loyalty. Our working environment celebrates those who can pivot, innovate, and act swiftly, ensuring we remain at the forefront of the credit union industry. 

Joining CU*SOUTH isn't merely about finding a job-it's about discovering a purpose. Here, you'll have the opportunity to evolve professionally and personally, backed by a supportive team that is unafraid to be progressive. Working for a CUSO, especially one as dedicated as CU*SOUTH, offers a unique chance to serve. With us, you're not just contributing to our growth; you're actively playing a role in elevating the credit union community, impacting countless members and institutions alike. Become a part of our team, where service and growth go hand in hand, and craft a fulfilling career that truly makes a difference. 

PURPOSE

The Manager of Collections is responsible for overseeing the business development and strategic direction of the client-outsourced collections team at CU*SOUTH.  This includes oversight of the collections department and staff, sales of collection services to new clients, and budgetary responsibility.  The Manager is a member of the CU*SOUTH Management team. 

ESSENTIAL JOB FUNCTIONS

1. Engage in business development efforts to attain and contract new clients leading to a successful, documented onboarding.
2. Train, evaluate, develop and direct the collections team members in all functions through a consistent new hire onboarding procedure and frequent continued learning and development to enhance skillsets. Ensure timely completion of scheduled coaching and reviews.
3. Create and maintain work schedules for all collections staff to ensure all clients receive the highest levels of service & support, within the guidelines as defined by each client contract as well as CU*SOUTH's policies and procedures utilizing proper resource allocation.
4. Work with the Executive Management Team to effectively communicate plans, timelines, and solutions to clients and staff.
5. Monitor staff performance, praising accomplishments and discouraging ineffectiveness. Ensure staff perform to expected levels through frequent coaching, transparency on performance metrics and attainment, and strong communication of expectations.
6. Understand and document key business needs and issues facing the client.  Report unusually high delinquency volume and potential solutions in order to obtain high contract renewal rates by addressing client needs through education, support, and issue resolution.
7. Work on multiple projects concurrently and shift priorities as required to meet business deadlines.  Communicate ongoing projects and priorities to the management as requested. 
8. Be a positive contributor to the synergy of the management team and complete all tasks assigned to meet team objectives. 
9. Develop and maintain a thorough understanding and compliance with all relevant credit and collections rules and regulations. Keep a constant working knowledge of the areas within regulatory oversight for collections and other services rendered by the department. Ensure staff is aware of all applicable guidelines.
10. Provide backup for the job functions of all direct reports.
11. Other duties as assigned.

SERVICE LEVEL AGREEMENT

Internal

• Provide internal support to all CUSO Development lines of business accordingly, to advocate and encourage internal collaboration

• Provide same-day response to all internal inquiries received by noon that day, provide next day response to all others, establishing priority to urgency on all requests
• Uphold CU*SOUTH Code of Conduct and PRAISE Core Values

External

• Uphold CU*SOUTH Code of Conduct and PRAISE Core Values
• Provide same-day response to all client inquiries received by noon that day, provide next day response to all others
• Provide written project status report/update to Conversion Team and clients collaborating on active project no less frequently than weekly
• Provide follow up with client within one week of project completion to determine level of use and/or satisfaction

JOB QUALIFICATIONS

1. Degree in Business or Finance is preferred; equivalent work experience is required.    
2. Thorough understanding of collections management and regulatory guidelines governing it.
3. Financial Institution experience (preferably in credit unions) is highly preferred. 
4. Excellent verbal and written communication skills are required.
5. Presentation skills, including proficiency with both classroom and web-based training, are required. 
6. Must be available during off-hours to support and manage client issues. 
7. Ability to use discretion when dealing with sensitive or confidential data.
8. Ability to travel to client sites to provide training and support.