Collections Manager

Position Title: Collections Manager

Organizational Relationships: Reports to VP / Commercial Credit Officer

Supervisory Responsibilities: Collections Staff

General Function: Evaluate and direct all members of the Collections Department. Work with all levels of Whitefish Credit Union employees and Senior Management to ensure that Collection goals are being met. Manages a team of Collectors, allocating and managing work to achieve expected outcomes, developing team member capabilities, and recognizing excellent contributions to the credit union and our membership.

Position Functions:

• Responsible for overseeing the Collections Department, as necessitated by both day-to-day operations and strategic initiatives established by Senior Management.
• Effectively communicate relevant Collections-related information to VP / Commercial Credit Officer and Senior Management Team.
• Develop, plan and implement Collections goals, programs and procedures to improve productivity in delinquent Collections processing.
• Determine proactive solutions to Collections issues and problems.
• Communicate effectively with delinquent Members to identify needs and evaluate alternative Collections solutions and strategies.
• Oversee correction of Collections errors by staff as needed; follow up with appropriate training when a Collections procedure is being done incorrectly or is not being done.
• Effectively manage time, resources, and personnel, with working knowledge of principles and practices of supervision, shift scheduling, training and performance evaluation.
• Review and approve staff timecards within prescribed timeline.
• Ensure that all staff complies with the 5-consecutive-days out-of-office policy.
• Participate in Whitefish Credit Union-sponsored and community-centered events.
• Serve as organizational role model, both on and off Whitefish Credit Union facility premises.
• Perform other duties as assigned.

Position Requirements:

• Knowledge of: FDCPA, Bankruptcy processes, FCRA, and other regulations governing Collection practices of financial institutions.
• Ability to communicate effectively verbally, in writing, and over the phone, with members, co-workers, external professionals, and senior management.
• Excellent organizational, analytical, problem-solving, and negotiation skills.
• Possess and display a high level of interpersonal skills, including the development and maintenance of professional relationships.
• Proficient in Microsoft Office Suite or related software.
• Advanced understanding of clerical procedures, office equipment and computer systems, including recordkeeping and filing.
• Ability and willingness to go above and beyond expected work schedule to accomplish what is needed within assigned department(s) and the organization as a whole.
• Ability and willingness to pursue and obtain additional professional training and/or certifications as needed.
• Ability and willingness to travel to other branches.
• Ability to lift up to 15 pounds.
• Complete mandatory annual BSA training that includes Red Flag, Identity Theft, OFAC, CTR and SAR reporting and thresholds, as well as the safe keeping of member information, and pass any applicable tests.
• Follow all Whitefish Credit Union, Montana and Federal information privacy laws and guidelines.

• Protect Member and Whitefish Credit Union confidential information.

Required Education and Experience:

• Comprehensive knowledge of collections processes and regulations required.
• Associate or bachelor’s degree in accounting, finance or banking preferred but not required.
• 3-5 years professional experience in collections procedures, processes and regulations within financial institutions required.
• 1-2 years supervisory experience required, preferably in lending environment.

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by management at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.