Directs all activities and manages the day-to-day operations of the Collections department. The operations include consumer loan collection, outbound and inbound calling, repossession and remarketing, work assignments, CPI, and charge-off administration.

Principal Responsibilities:

Supervision of Department Personnel

• Provides leadership to personnel through effective objective setting, delegation, and communication. Discusses areas needing improvements and initiate’s action.
• Identifies training needs; develops and implements or recommends appropriate training programs. Oversees training sessions and cross-training as appropriate.
• Acts as lead administrator for the credit union’s primary system for all collection-related activities, the Temenos Collections Lifecycle Management, ensuring collections work is efficient, consistent, and in alignment with strategy.
• Ensures staff collects on delinquent loans by telephone and written communication.
• Actively monitors work or queue assignments for Collection & Repossession of Cast Members
• Recommends appropriate staffing plans to ensure coverage of departmental functions and attainment of performance objectives.
• Interviews, hires, and assigns personnel.
• Establishes and coordinates the most efficient method of disposal of pledged collateral on secured loans to meet performance objectives, strategy, and in compliance with federal and state laws and Credit Union policy.
• Maintains expertise in operational areas. Demonstrates ability to balance between strategic thinking and tactical (operational) implementation; knows how to set up systems and processes to get the job done, delegating responsibilities as needed.
• Develops strategies that can mitigate risks and capitalize on business opportunities. Is willing to take reasonable risks to achieve strategies.
• Completes and communicates Performance Review and Individual Development Plans for each direct report by predetermined deadlines.
• Provides coaching and guidance to include supervision, directing, and monitoring of all collection employees in the performance of job duties.
• Meets regularly with direct reports and ensures all department employees receive regular performance feedback relevant to driving desired behaviors and business results.
• Monitors and evaluates work quality, efficiency, and productivity.
• Provides recommendations for improved service delivery. Actively researches methods to address Department functions more effectively.
• Sets clear, realistic goals and objectives; possesses an indefatigable resolve to ensure that the plan is executed; knows how to effectively allocate resources to achieve goals and reports on results.
• Conducts regular department meetings and one-on-one ones with direct reports to direct individual performance and development.
• Promotes an inclusive organizational culture that is centered around PFCU’s Core Values.

Assumes responsibility for the development and implementation of Consumer Collections

Department policies, Procedures, and planning.

• Executes established operational goals and ensures that corporate-wide plans are complemented and supported.
• Ensures that changes in legal requirements and government regulations are integrated into current practices.
• Responsible for developing Department policies and procedures.
• Conducts periodic reviews of existing policies and procedures to ensure efficiency, service delivery, relevancy, and compliance.
• Informs personnel of policy, procedural, and legal changes.

Collection Administration

• Ensures that collections functions are completed in accordance with established Credit Union policies and procedures and applicable legal and regulatory requirements. Ensures that confidentiality is maintained.
• Provides assistance with the escalation of complex and sensitive collections activities.
• Oversees charge-off recommendations and repossession actions.

Assumes responsibility for ensuring that professional business relationships are established and maintained with members, vendors, and with trade and governmental organizations.

• Ensures that requests, questions, and problems are courteously and professionally resolved. Ensures that communications are effective and efficient.
• Works with difficult or delinquent borrowers through the escalation process to reach suitable arrangements to restore accounts to a current status.
• Ensures that the Credit Union's professional reputation is maintained; protects the brand
• Works with the Vice President of Loan Services during external and internal business compliance or continuity audits or reviews.
• Assists with establishing, negotiating, and monitoring business relationships and service-level agreements with various vendors. Takes proactive corrective action to ensure the goals and objectives of such relationships are achieved.

Assumes responsibility for establishing and maintaining effective communication and coordination with Credit Union personnel and with management.

• Analyzes delinquency and repossession trends and loss ratios to provide accurate feedback to senior management.
• Serves as a consultant and resource specialist to other departments and branches.
• Coordinates collections efforts with related departments.
• Directs the preparation and quality review of the monthly delinquency and charge-off reports in conjunction with the Board of Directors’ monthly meeting.
• Keeps the Vice President of Loan Services or other pertinent members of leadership clearly informed of any matter which requires attention, action, or awareness, along with its potential impact and mitigation/remediation plans as appropriate.

Assumes responsibility for other duties as required or assigned.

What you will need:

• 3 to 5 years of relevant work experience
• Above average proficiency in Microsoft Office Suite
• Proficiency in collections software and Auto Dialer
• Proficiency in Symitar
• Proficiency in Temenos Collections Lifecycle Management administration
• Leadership - Demonstrates executive-level leadership through skillful and effective
• written and oral communication. Undertakes continuous self-development of both
• functional and leadership skills.
• Minimum three years experience in recoveries, collections, repossession, and remarketing is required.
• Minimum three years experience in collections management for a medium or large financial
• institution is required.
• Fosters a shared equity of power
• Is self-regulating.
• Is courageous.
• Promotes understanding through summarization of key concepts
• Inspires commitment, not compliance
• Creates energy and facilitates innovation, not stifle it
• Exercises prudent decision making
• Bases decisions on fact not conjecture
• Leads but does not control
• Is strategic, not just tactical
• Well organized and a good time manager
• Responsible and independent
• Able to take initiative and work on multiple projects at one time
• Attentive to details, strong verbal, and written communication skills
• Strong customer service and phone skills
• Proficient in problem-solving skills
• Able to be flexible and adjust to changes in business needs
• Excellent Member service and conflict resolutions skills
• Clear and open communication skills; written and verbal
• Solid analytical math and reasoning skills
• Process Management

Language Skills:

• Spanish (preferred)
• Haitian Creole (preferred)

Special Notations:

Maintain Credit Union confidentiality as it pertains to all aspects of the Credit Union. Maintains a good understanding and adherence to Partners FCU policies and procedures, NCUA, Federal and State regulations, and with management approval documents exceptions to policy.