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Collections Manager- Huntington Beach in Huntington Beach, CA at Nuvision Credit Union

Date Posted: 3/28/2018

Job Snapshot

Job Description

Pay Range: $71,802-$89,752 Yearly

Reporting to the Director of Member Solutions, the Member Solutions Manager plans, controls and directs the day-to-day operations of the Member Solutions staff and provides for the contact of members with delinquent loans for the purpose of obtaining delinquent payments, arranging for payment schedule to bring loan current and administering the repossession and foreclosure procedures on delinquent collateralized loans. May prepare detailed reports and present to Executive Leadership and Credit Committees. Assigns charged off loans to collections agencies for appropriate action. Ensures fair and accurate credit reporting as well as providing timely dispute responses. Maintains control over loans assigned for legal collections, ensuring cases are logged, followed up on and costs are maintained within budget. Prepares all monthly, weekly and daily collection reports. The Member Solutions Manager enhances the department and credit union reputation by accepting ownership through accomplishments and by exploring opportunities to add value. This role also oversees, manages and develops the Member Solutions staff to ensure delivery of quality service supportive of our organizational strategy, attainment of organizational goals and objectives as well as the adherence to credit union policies and procedures. The Member Solutions Manager upholds and models our Member Centric culture and values. The Member Solutions Manager maintains a positive work environment focusing on coaching training, mentoring and motivating staff.


  • Managing a team of professional collectors while implementing process improvement initiatives in support of Credit Union wide goals and objectives, and acting as the initial escalation point for collection related matters.
  • Responsible for monitoring and reporting of collection-related activities, conducting monthly quality and production audits for the Member Solutions team to enhance service and productivity results while providing oversight to the credit unions collections portfolio.
  • Responsible for monitoring and managing of performance standards for all employees. Ensures service levels are met and the highest level of team member/department productivity is attained. Leads, coaches and develops team members to successfully achieve individual goals and support organizational objectives. Responsible for timely completion of annual performance goals, conducting training plans for each direct report, administers performance evaluations and recommends appropriate personnel actions.
  • Utilizes analytics to forecast delinquency, charge off and recoveries.
  • Assists in maintaining and developing policies and procedures. Ensures compliance with existing policies and procedures.
  • Manages the consumer and Real Estate Modification process on all loans to ensure compliance.
  • Manages the credit report dispute response process to ensure all disputes are responded to within the allotted time frame.
  • Assigns accounts to collection agencies, and civil litigation. Reviews bankruptcy accounts and monitors reports and agreements.

Job Requirements


  • Four years of related experience; or a combination of education, experience and training is required. Minimum of 3 years of management experience required.
  • Experience in financial institutions and knowledge of financial services is preferred.
  • This position requires: Comprehensive collection knowledge of all areas of collection including bankruptcy, repossessions, liquidations and foreclosures; Knowledge of workforce management administration to coordinate work schedules for staff; Comprehensive knowledge of products and services; Ability to deal with a constant influx of telephone calls and interruptions; Thorough knowledge of applicable law, regulations, compliance practices and Credit Union procedures as well as General Knowledge of computers and computer software applications with advanced proficiency in Microsoft Office (including spreadsheets, word processing and presentation software.
  • Collection knowledge of all rules & regulations in all areas of collection and loan products including mortgages and negative shares FDCPA etc. is preferred.
  • The following skill sets are required: Effectively communicate & motivate staff & Management and able to effectively communicate and negotiate with members, management and co-workers in a positive manner; Must be able to produce results; Proficient in MS Word, Excel, Outlook and ability to create reports; Manage real-time and historical call volumes and reporting to ensure scheduling process to minimize service level impacts and overtime; Able to handle difficult/irate escalated calls; Ability to manage effectively through conflict; Ability to analyze and solve problems relative to member solution needs; Team oriented and the ability to work collaboratively; Must be able to coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion; Courtesy, tact, and diplomacy are essential elements of the job; Strong interpersonal and consulting skills; Excellent written and verbal communication skills.
  • Education requirements: 4 year college degree or completion of a specialized course study or trade school or comparable combination of education, experience and training.