Assistant Collections Manager

Financial Plus Credit Union (FPCU) empowers people and communities through knowledge, innovation, and service. We are a purpose-driven organization grounded in values of purposeful representation, knowledge empowerment, appreciation, championing new possibilities, and making things easier. FPCU is a team of high performers who support each other, work hard, and continuously push forward, investing in our people and challenging them to grow.

About the role

The Assistant Collections Manager supports the overall operations of the Collections Department by assisting in the leadership, development, and oversight of collection staff while actively managing delinquent accounts across consumer, credit card, indirect, commercial, and real estate loan portfolios. This role serves as a subject matter expert in collections, loss mitigation, bankruptcy, foreclosure, repossession, recovery practices, and mortgage servicing requirements while ensuring compliance with all regulatory requirements and organizational policies.

Working closely with the Collections & Loss Mitigation Manager, the Assistant Collections Manager helps drive departmental performance, minimize delinquency and charge-offs, improve recovery efforts, and deliver exceptional member service through effective problem-solving and financial counseling. This position is located at our Main office in Flint, MI, with some travel required to other locations. The role may be hybrid, allowing up to two days of remote work per week.

Responsibilities

• Assist the Collections & Loss Mitigation Manager in overseeing the daily operations of the department and supervising hourly staff.
• Provide coaching, training, performance feedback, and support to ensure departmental goals and service standards are achieved.
• Serve as a departmental resource for complex collection, recovery, loss mitigation, and member service issues.
• Support departmental initiatives and serve as acting leader in the absence of the Collections & Loss Mitigation Manager.
• Manage complex delinquent consumer, credit card, indirect, commercial, and real estate loan accounts.
• Work with members to identify repayment solutions, loss mitigation options, and foreclosure alternatives that support positive outcomes while minimizing risk.
• Oversee and support collection-related activities including bankruptcy, foreclosure, repossession, probate, garnishments, levies, and recovery efforts.
• Monitor portfolio performance, delinquency trends, recoveries, and key performance indicators, recommending strategies to improve results.
• Partner with attorneys, investors, title companies, collection agencies, and other third parties to support loss mitigation, legal actions, and recovery efforts.
• Ensure collection, loss mitigation, and recovery activities comply with all applicable laws, regulations, servicing requirements, investor guidelines, and credit union policies.
• Maintain current knowledge of mortgage servicing regulations, loss mitigation requirements, and industry best practices.
• Assist with audits, policy updates, process improvements, and regulatory examinations.
• Resolve escalated member concerns with professionalism, empathy, and sound judgment.
• Collaborate with internal departments to support organizational goals and enhance the member experience.

Requirements

• Bachelor's degree in a related field preferred; or an equivalent combination of education and experience.
• Minimum of five years of collections experience, including consumer and/or real estate collections.
• Previous leadership, supervisory, or coaching experience preferred.
• Knowledge of loss mitigation, mortgage servicing, foreclosure, recovery, and collection practices.
• Working knowledge of applicable collection regulations, consumer lending, and credit union operations.
• Proficiency with Microsoft 365 applications.

Skills

• Strong leadership, coaching, and employee development skills.
• Knowledge of consumer and real estate collections, loss mitigation, and recovery processes.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Ability to build relationships and effectively work with members, attorneys, vendors, and internal departments.
• Professionalism and purpose-driven communication with members through respectful and solution-focused interactions.
• Effective interpersonal communication, diplomacy, and collaboration skills to develop productive relationships.
• Integrity, respect, and accountability in handling sensitive information and complying with policies and regulations.
• Logistical reasoning and analytical skills to define and solve problems with effective and compliant solutions.
• Adaptability, resilience, and comfort navigating change in a fast-moving environment.
• Commitment to innovation and continuous improvement in serving members and supporting teams.

Physical Demands & Work Environment

Sedentary work; sitting most of the time. May occasionally exert up to 10+ pounds of force. The noise level in the work environment is professional and typically moderate. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.