Collections Manager

About the role

Hanscom Federal Credit Union is a members‑first organization guided by integrity, teamwork, innovation, and empathy. As a Collections Manager you will join a dynamic team committed to delivering exceptional service to members.

Who You Are – Collections Manager: You are a dynamic, detail‑oriented, intuitive person able to develop relationships, build rapport, and become a trusted team member. You provide a high level of service, have strong organization and multi‑tasking skills, and seek a rewarding career where you are valued and respected.

Responsibilities

• Direct collection efforts for consumer, residential and commercial loan delinquency.
• Develop collection strategies for early‑stage, mid‑stage, and late‑stage delinquencies.
• Monitor delinquency trends and implement proactive loss mitigation initiatives.
• Oversee repossessions, bankruptcies, skip tracing, recoveries, and charge‑off activities.
• Ensure consistent application of hardship programs, payment arrangements, and settlement guidelines.
• Oversee loss mitigation programs, repayment plans, loan modifications, forbearance agreements, and foreclosure alternatives.
• Coordinate with legal counsel, foreclosure attorneys, investors, and other servicing vendors.
• Monitor repossession and foreclosure timelines and minimize credit losses.
• Evaluate borrower financial information and collateral positions for commercial loan workouts.
• Recommend restructures, renewals, modifications, settlements, or legal actions.
• Research, respond and track member complaints related to Collections.
• Create and update policies and procedures.
• Serve as administrator for the collections software system; monitor for problems, issues or enhancements and verify reliability.
• Ensure adherence to Credit Union policies and internal controls.
• Support internal audits, regulatory examinations, and external audits.
• Prepare all weekly, monthly, and quarterly reports and present them to senior management.
• Lead, coach, and develop a high‑performing collections team.
• Set staff goals, monitor progress and direct workflow to ensure standards are met.
• Establish performance expectations, productivity metrics, and service standards.
• Conduct performance evaluations, employee development planning, and monthly 1:1s.
• Foster a culture focused on member solutions, accountability, compliance, and continuous improvement.
• Manage employee schedules and time‑off requests.

Requirements

• 5‑8 years of progressive collections experience within a financial institution.
• Minimum 3‑5 years of management or supervisory experience.
• Experience managing consumer, mortgage, and commercial collections.
• Experience with bankruptcies, foreclosures, repossessions, commercial workouts, and loan modifications.
• Experience with SBA workout and liquidation SOPs preferred.
• Physical Requirements: Able to bend, sit, and stand to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs; capable of climbing/descending stairs in an emergency; able to operate routine office equipment (computer terminals, keyboards, telephones, copiers, facsimiles, calculators); able to perform work on computer an average of 6‑8 hours per day when necessary; able to work extended hours or travel off site when required; capable of regular, reliable and timely attendance.
• Working Conditions: Able to routinely perform work indoors in climate‑controlled shared work area with minimal noise.
• Mental and/or Emotional Requirements: Able to perform job functions independently or with limited supervision; work effectively alone or as part of a team; read and carry out written instructions and follow oral instructions; complete basic mathematical calculations, spell accurately, understand computer basics; speak clearly and deliver information logically; deal calmly and professionally with diverse personalities;