Salary: $98,883.20 - $109,096.00
Location: Eugene, OR – Remote Work Environment.
OCCU is here to enrich lives. We do this by hiring tenacious, humble, and big-hearted individuals who are driven to work hard; contribute to an outstanding member experience; support their community through volunteering and advocating for community needs and are dedicated to their own individual growth and development.
The Collections Manager enthusiastically leads and manages the operations of the Collections team, ensuring optimum communication, teamwork and goal achievement. They champion the exceptional member service while driving for production results and ensuring day-to-day compliance with all procedural and regulatory requirements. This manager oversees loss mitigation functions including first party collections and workout loans, as well as credit reporting.
Leadership:
- Hire, schedule, develop, coach and assess assigned team members which results in a highly functioning and effective organization that results in a competitive advantage of providing best in class member service.
- Develop goals for each team member which align with organizational goals.
- Oversee performance management with the guidance and assistance of Human Resources if it moves into disciplinary action.
- Conduct regular feedback and development meetings with all assigned team members.
- Maintain a cohesive, highly trained and motivated team who effectively meet daily department demand and long-term organizational goals.
- Provides consistent communication to their teams to ensure they understand the objectives and organizational goals and how each contributes to these.
- Lead team members through change management effectively when required.
- Establish and maintain commitments and professional business relationships with team members, members, vendors, the community, professional organizations and credit union trade organizations.
- Play a positive role in the development and growth of assigned team members through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly effective, cross-trained staff.
- Consistently use the Advantage Framework, including cascading communications and supporting and committing the determined objectives, initiatives, and strategies.
- Embrace their own learning and development and always looks for ways to become an even more effective leader.
- Use self-awareness and communication skills to effectively collaborate with other departments and areas.
Role Specific:
- Lead the performance of Collections functions at OCCU.
- Establish and monitor key performance metrics to ensure service levels and operating metrics are achieved. Closely monitor results relative to established objectives and ensure that appropriate steps are taken to correct unsatisfactory conditions.
- Monitor member complaints and feedback and make recommendations for improvement as needed.
- Possess a high competency in the use of business and collections technology. Be the key promoter of virtual systems to our members. Use both internal and external software programs with a high degree of mastery.
- Manage and monitor member contact systems such as phone, chat and email to maximize productivity, optimize staff scheduling and deliver positive member experience.
- Maintain a strong understanding of collection-related functions and be able to guide employees to correct procedures and to achieve results.
- Ensure that all collection activity is accurately documented and updated in compliance with OCCU’s standards for knowledge assets.
- Oversee third party partners and prepare regular reporting on their performance.
- Review performance and results related to collections and deliver regular reports and recommendations for improvement or maintenance of high metrics.
- Work with leadership in development of plans, budget and ongoing forecasts, including identification of variances and development of corrective tactics as they occur (across both short and longer-term horizons). Review and recommend programs to generate income, reduce losses or increase value to members. Review monthly reports and provide updates regarding budget variations.
- Develop and maintain professional relationships with key contacts in the community such as other financial institution collections personnel and industry experts.
- Perform monthly loan and non-loan charge-offs.
Minimum Requirements:
- Must adhere to the Fair Debt Collections Practices Act and all other regulatory standards and internal procedures.
- A minimum of five years of similar or related experience, including managing day-to-day activities of all collection-related functions.
- Must be entrepreneurial in thinking, planning and implementation.
- Bachelor’s degree in business management, finance or other relevant fields of study required and/or demonstrated experience driving measurable business outcomes.
An equivalent combination of experience and education that demonstrates the knowledge, skills and abilities required for the position will be considered in lieu of the outlined requirements.
Qualified candidates for this position will have the relevant education and experience necessary to perform the essential functions and meet the minimum performance expectations for this position with or without accommodation.
OCCU offers a robust compensation and benefits package including:
- Low-cost medical, dental, and vision insurance.
- 401(k) retirement plan with employer match.
- Paid time off in addition to 12 paid holidays.
- Tuition reimbursement for eligible education and training.
- Company-paid long-term disability.
OCCU is an Equal Opportunity Employer.
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