Collection Manager

Summary of Job

Responsible for all aspects in the collection of debt for consumer and business loans including real estate, credit cards and overdrawn accounts. Monitor loan and account delinquencies and implement all appropriate collection policies and procedures to cure balances.

Primary Duties/Responsibilities

1. Collection of delinquent loans and accounts on an on-going basis via phone calls, late notices, letters, payment transfers and personal contact.
2. Monitor member account balances and process payments for past due loans and overdrawn accounts.
3. Conduct proper handling of all documents pertaining to collecting and perform timely and accurate responses to any and all collection issues.
4. Arrange for repossessions when necessary and process all required paperwork or correspondences. Work entire repossession process from start to finish.
5. Receive and process all bankruptcy filings. Work with attorneys and courts to attempt to protect the Credit Union assets and ensure compliance with court orders. Ensure all staff is kept abreast of bankruptcy regulations that affect their job and operate within legal boundaries.
6. File small claims paperwork. Initiate and maintain wage garnishments.
7. Remain knowledgeable of federal and state collection laws.
8. Maintain proper record keeping of related credit documents and reports.
9. Assist title clerk with all aspects of title processing.
10. Assist Personal Finance Officers and Associates with any collection issue that comes up.
11. Work in e-OSCAR system and correct any error in credit reporting and help to ensure accuracy and timely reporting.
12. Forward charged off loans and overdrawn balances to secondary vendors for collection assistance in a timely manner. Maintain communication with said vendors to monitor effectiveness and success of collection efforts. Process any and all recoveries.
13. Keep loan staff and other management/supervisors informed of any changes in collection regulations or policies.
14. Recommend/process monthly charge offs in conjunction with the accounting department. Help prepare financial reports and board reports to track delinquency categories.
15. Maintain Sentinel’s professional reputation throughout collection operations and in all contacts with members and vendors alike.
16. Assist with member issues such as correcting credit bureau disputes, account/payroll/automatic payment discrepancies, and perform account corrections and help to resolve all account transactions.
17. Create, monitor and update collection procedures manual as needed.
18. Handle legal inquiries and work with Credit Union attorney and management to help resolve any legal dispute which involves the collection department.
19. Document all collection action taken, including telephone conversations, email and other communication sources.
20. Ensure all required reports, records and tracking mechanisms are completed in a timely manner.
21. Perform skip tracing duties when appropriate to locate members who are delinquent.
22. Process all duties related to deceased members.
23. Process and monitor all insurance claims as they relate to collections.

Secondary Duties/Responsibilities

1. Ensure the confidentiality and security of all Credit Union information and documents.
2. Perform any additional duties as assigned by the Executive Vice President or President including special projects and research.
3. Participate in all staff and departmental meetings.
4. Follow all Credit Union policies and procedures including but not limited to all employee handbook issues.
5. Process and record any related collection expenses as they arise.
6. Cross train and educate other staff on collection procedures and keep management informed on any collection regulation or law that may change.
7. Participate in staff training and attend webinars, conferences and seminars as assigned.
8. Cooperate in all loan department operations.

Job Knowledge

1. Working knowledge of the credit union’s products and services.
2. Working knowledge of organization’s policies, procedures and service philosophy.
3. Working knowledge of safety and security program for false alarms, robberies, bomb threats and extortion, including all other related activities.
4. Working knowledge of the credit union’s in-house computer system and internet.
5. Working knowledge of state and federal consumer lending regulations.
6. Working knowledge of all collection activities including, bankruptcies, small claims, foreclosures, asset liquidation, repossessions, legal issues and phone call/communication regulations.

Job Qualifications (Skills)

Sentinel Federal Credit Union is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this position.

1. Vision: A sighted person to effectively review documents.
2. Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors.
3. Manual Dexterity: Ability to perform necessary computer-related input.

Job Qualifications (Ability)

1. Ability to understand and follow complex written and oral instructions.
2. Ability to comprehend complex functions and procedures and to be able to disseminate that knowledge in a clear and understandable format to others.
3. Ability to express oneself, clearly and concisely, both orally and in writing.
4. Ability to prepare and maintain confidential records and reports.
5. Ability to gather, assemble, correlate, and analyze facts and develop solutions.
6. Ability to analyze statistics and financial data.
7. Ability to assess needs of multiple members and prioritize requests to ensure that all members receive the highest quality of service possible.
8. Ability to handle daily routine with moderate freedom to interpret and act upon various situations.
9. Ability to present a professional and personable personality that communicates to members and visitors that the credit union is a professional financial institution.
10. Ability to interact with more than one department daily.
11. Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances.
12. Ability to effectively support our relationship building culture.
13. Ability to effectively utilize software and hardware within your area of responsibility.
14. Ability to process insurance claims including deceased members.