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Position Title: Collections - Assistant Manager

REPORTS TO: Collections Manager

SUPERVISES: YES

JOB STATUS: Exempt

JOB GRADE 11: $56,222.40 - $70,262.40 Targeted Pay

*This positions works on-site. Remote work is not available at this time.

Job Summary

This employee is responsible for overseeing and managing our collections team. Reporting directly to the AVP of Collections, the Collections Supervisor will lead a team of collections specialists, ensuring the efficient and effective collection of delinquent accounts. This role requires strong leadership, excellent communication skills, and a deep understanding of financial regulations to maintain the credit union's financial health while delivering exceptional service to our members. This position supports the AVP/Collections by supervising daily collection activities, managing delinquent accounts, and developing strategies to minimize future loan losses.

Duties/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.

Required Skills/Abilities

• Advanced knowledge of lending products, services, and the collections process.
• Knowledge of 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/Experience

• 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.
• Experience in a credit union or financial institution is preferred but not required.

General Requirements

• Work in a safety conscientious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace.
• Adhere to policy on Drug Free Workplace.
• Comply with company policies and procedures and local, state and federal regulations.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Some standing, walking, kneeling, stooping, bending and lifting.
• Must be able to lift up to fifteen (15) pounds at times.
• Must be able to access and navigate credit union facilities.

State Employees Credit Union offers a highly competitive benefits package.

State Employees Credit Union of New Mexico is an Equal Opportunity Employer.

Equal Opportunity Employer, including disabled and veterans.