collector III

To create joy and ignite Michiganders’ Impossible Dreams. Our commitments start with our purpose and are guided by our vibrantly lived values. We walk together toward strategic ends, galvanized by regenerative leadership and a growth orientation which moves us toward our human potential, so that we can support Michiganders in shaping the life they desire.

About the role

The senior advanced resolution specialist serves as a subject matter expert and escalation point within orsa credit union’s late-stage recovery framework, managing high-complexity delinquencies across all product lines, including commercial, real estate, and bankruptcy estates. This role exercises independent judgment to navigate intricate legal proceedings, multi-jurisdictional enforcement actions, and sophisticated asset liquidation strategies. The specialist acts as the primary authority on bankruptcy administration (Chapter 7/11/13), foreclosure logistics, and regulatory compliance, ensuring that all resolution paths maximize net recoveries while mitigating legal and reputational risk. Beyond case execution, this individual mentors junior staff, refines collection policies based on portfolio trends, and partners with Legal and Risk leadership to optimize the credit union’s overall loss mitigation posture.

This position has a minimum hourly rate of $28.61; your offer amount may be increased with relevant work experience and transferable skills.

Responsibilities

• Complex Case Management & Technical Expertise
  • Handle the most severe delinquencies and accounts requiring intricate negotiation strategies beyond standard settlement parameters.
  • Manage complex foreclosure, litigation, and liquidation cycles involving unique legal challenges; recommend asset retention vs. immediate sale based on market conditions and recovery projections.
  • Serve as the primary internal resource for bankruptcy proceedings, including analyzing dischargeability, managing adversary proceedings, coordinating with external counsel on strategic motions, and navigating Chapter 7/13/11 nuances to maximize creditor recovery.
  • Represent orsa credit union in higher-level court proceedings (beyond small claims), mediate complex settlements, and execute sophisticated judgment enforcement strategies.
  • Provide coaching to junior/specialist staff on legal procedures, negotiation tactics, and compliance protocols; conduct periodic quality audits of case files to identify systemic gaps and drive continuous improvement in team performance.
• Operational Optimization & Vendor Coordination
  • Evaluate third-party vendor performance and support contract renewals, negotiate fee structures, and implement corrective action plans for underperforming partners to reduce cost-per-dollar-recovered.
  • Analyze recovery trends and operational bottlenecks to recommend updates to collection policies, workflows, and system configurations; pilot new resolution strategies to enhance net recovery rates across the portfolio.
  • Utilize FPR data and internal analytics to segment portfolios by risk/recovery probability, identifying opportunities for targeted intervention that maximizes cash flow while minimizing legal exposure.
• Governance, Compliance & Escalation Support
  • Act as the designated escalation point for resolving complex member complaints, FCRA disputes, and potential regulatory inquiries before they reach Legal or Compliance leadership and ensure all actions withstand rigorous examination scrutiny.
  • Collaborate with Lending leadership, ALCO, and Risk Management to assess the impact of late-stage dispositions on ALLL/CECL reserves, charge-off timing, and future lending criteria adjustments.
• Travel to other branches as needed.
• Maintain generalized knowledge of all advanced resolution team deliverables and KPIs.
• Respond to loss mitigation requests including foreclosures, short sales, and repossessions.
• Assist with data collection, reporting, and analysis as requested by leadership.
• Operate within defined collaboration protocols with underwriting, experience, and legal counsel to prevent future delinquencies based on patterns observed in the portfolio.

Requirements

• Education: High school diploma or equivalent.
• Work Experience: Minimum 5 years of first-party collection experience.
• Industry Experience: Experience with collections customer relationship management (CRM) platforms, automated dialers, AI-driven communication tools, and document management systems.

The outcome of experience is our priority, so proficiency will be evaluated over means of acquiring it.

Skills

• Leadership Competencies:
  • Core Adaptive Capabilities: Systems thinking, pattern recognition, scenario planning, and learning agility.
  • Human Centered Leadership: Empathy, emotional intelligence, psychological safety, inclusive leadership, purpose-driven motivation.
  • Strategic Thinking & Innovation: Horizon planning, breakthrough thinking, calculated risk-taking, experimentation mindset.
  • Execution in Ambiguity: Decisive action despite uncertainty, agile implementation, resource flexibility, change leadership.
  • Technology & Data Fluency: Digital acumen, data literacy, ecosystem thinking, ethical technology use.
• Functional Competencies:
  • Asset Recovery & Charged-Off Management: Bankruptcy administration, foreclosure logistics, judgment enforcement, and asset liquidation strategy.
  • Collections Strategy & Delinquency Management: Handling the most severe delinquencies and negotiating outside standard settlement parameters.
  • Compliance & Regulatory Fulfillment: Escalation point for FCRA disputes and regulatory inquiries; accountable for actions withstanding examination scrutiny.
  • Stakeholder Relationship Management: Partnering with external counsel, third-party vendors, and Legal/Risk leadership.
  • Operations & Process Management: Analyzing recovery trends and portfolio data to recommend policy, workflow, and system changes; piloting new resolution strategies.

Work Model and Conditions

Hybrid position requiring in-office work where conditions (lighting, temperature, audio, and workspace) are sufficient, as well as remote work from an appropriate home environment. Work requires constant computer operation and the ability to read, type, and communicate. May require moving work-related supplies weighing up to 10-15 pounds.

The hybrid classification encourages flexibility while maintaining a commutable proximity to the primary work location for in-person meetings and onsite work as needed. Work model classification is subject to change.

Benefits

• Comprehensive medical, dental, and vision plans.
• Generous paid time off package for all full-time team members.
• Up to 12 weeks paid paternity/maternity leave.
• Lifestyle Accounts to support personal wellbeing.
• Family Health Benefits.
• Paid time off to observe all Federal Holidays.
• Flexible work options depending on position.
• Generous 401k match.
• Numerous employee engagement activities.
• Community Resource Groups.
• Paid time off for volunteering, caregiving, and family events.