Collections and Loss Mitigation - Sup - Member Care Collections (Full-Time)

About the Role

You are a dedicated and results-oriented leader with expertise in collections operations, member care, and team development. You excel at balancing financial risk mitigation with a member-first approach, using data-driven insights, effective coaching, and compliant collections strategies to achieve results. Known for your problem-solving skills, sound judgment, and ability to lead through complex situations, you foster a high-performing team focused on recovery, service excellence, and continuous improvement.

Responsibilities

• Team Leadership
  • Lead and motivate a team of collectors to achieve departmental goals and objectives.
  • Conduct regular performance evaluations and implement development plans for team members.
  • Foster a positive and engaging work environment by promoting skill development, coaching for improvement and growth, and inspiring others through your words and actions.
  • Ensure positive employee morale throughout Golden 1 and embrace our mission, vision, and core values.
  • Handle disciplinary actions, train new employees, and provide ongoing training for established employees.
• Communication and Collaboration
  • Communicate with members to gather additional financial information and discuss delinquency resolution options.
  • Collaborate with internal teams, including collections, to share insights and coordinate resolution efforts.
• Collections and Digital Channel Management
  • Develop and implement comprehensive and effective collections strategies to minimize losses and maximize recovery while maintaining positive member relationships.
  • Monitor and analyze collection performance metrics, identify areas for improvement, and implement solutions.
  • Stay abreast of changes with FDCPA regulatory requirements to ensure the Credit Union remains compliant.
  • Manage the new CCS Platform for emails and text messaging strategies.
• Financial Management
  • Oversee the development and execution of the financial aspects of the collections process.
  • Conduct in-depth analysis of members’ financial situations, including income, expenses, and outstanding debts.
  • Utilize financials and other relevant data to assess the member’s ability to meet financial obligations.
  • Identify and evaluate delinquency risks based on financial analysis and historical payment behavior.
• Escalated Issues
  • Manage and resolve escalated member calls and complaints efficiently and professionally, providing effective solutions.
• Reporting and Analysis
  • Generate and analyze reports to assess the effectiveness of collection strategies.
  • Provide regular updates to Member Care leadership on key performance indicators and areas of opportunity and improvement.
  • Utilize data-driven insights to make informed decisions and adjustments to strategies.
• Loss Mitigation Intake
  • Oversee the intake process for Loss Mitigation requests while working closely with the Loss Mitigation Team to assess and mitigate potential financial losses.
• Training and Development
  • Develop and deliver training programs for collections staff to ensure they are well-equipped with the necessary skills and knowledge.
  • Stay informed about changes in regulations and industry best practices and incorporate updates into job aids.
• Audits and Reviews
  • Conduct regular audits of collections processes and transactions.
  • Perform reviews to ensure compliance with company policies and regulatory requirements.
• Perform other duties as assigned.

Requirements

• Bachelor’s Degree in business, finance, or related field required; equivalent job experience within a financial institution will also be considered.
• 5+ years in collections, or a related role within the financial industry required.

Benefits

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed to a total rewards philosophy built on:

• A comprehensive compensation package.
• Well-being and work-life balance.
• Career development and growth.
• Rewards and recognition.
• A commitment to Diversity, Equity, and Inclusion.

We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Pay

$77,500.00 - $84,000.00 Annually