Director Collections

About the role

This position leads and executes strategic initiatives that support Blaze Credit Union’s overall collections objectives. Responsible for overseeing department operations, performance, compliance, and budgets, this role ensures effective recovery strategies, process improvements, and regulatory adherence. Provides leadership, collaboration, and direction across departments to achieve collection goals, maximize efficiency, and safeguard Blaze’s assets while maintaining fair credit and collection practices.

Responsibilities

• Leadership & Team Development: Provide strategic direction, structure, communication, and leadership to ensure a motivated, high-performing, and service-oriented Collections team. Set and communicate clear responsibilities, goals, and performance expectations for Managers and staff. Coach, mentor, and evaluate employees to drive continuous improvement, professional growth, and goal achievement. Partner with HR and Managers to address employee relations, training, and development needs.
• Strategic & Operational Management: Develop and execute short- and long-term strategic plans aligned with Blaze’s vision, goals, and budget objectives. Oversee departmental operations, ensuring effective processes, cost management, and achievement of performance benchmarks. Collaborate with Enterprise Risk Management and cross-functional teams to optimize collections strategies and portfolio results. Lead continuous improvement initiatives to enhance efficiency, service quality, and regulatory compliance.
• Compliance, Policy & Risk Management: Ensure departmental compliance with all internal controls, regulations, and policies (including FCRA, consumer debt collection, repossession, bankruptcy, and foreclosure). Develop, review, and update departmental policies and procedures to reflect changing regulations and best practices. Maintain a strong culture of accountability for safety, confidentiality, and quality across the department. Support internal and external audits, exams, and regulatory reviews.
• Reporting & Analytics: Oversee preparation and analysis of collection performance reports, delinquency trends, charge-offs, and portfolio metrics. Provide detailed reporting and analysis for management, the Board, and ERM Committee to guide strategic decisions. Monitor industry trends and provide data-driven insights into budget forecasting, portfolio performance, and loss projections.
• Vendor, Budget & Resource Management: Manage vendor relationships (attorneys, third-party agencies, systems providers), ensuring compliance, performance, and cost-effectiveness. Negotiate contracts and oversee budget planning, loan loss forecasting, and expense control. Evaluate and maintain competitive collections systems and software solutions.
• Loss Prevention & Real Estate Management: Oversee loss prevention and fraud monitoring processes, ensuring timely investigation and resolution of alerts. Manage Blaze’s Other Real Estate Owned (OREO) portfolio with Mortgage Servicing leadership, including property security, maintenance, and sale coordination.
• Communication & Collaboration: Foster cross-departmental collaboration to strengthen member service, teamwork, and alignment with Blaze’s strategic goals. Serve as a subject matter expert on collections-related policies, systems, and compliance requirements. Represent the department in internal committees, training sessions, and industry events.
• Other Duties: Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Exhibit Blaze’s Core Values: Better Lives, Thoughtfully Compassionate, Minnesota's Best, and Give Back. Regular and predictable attendance. Perform other duties as assigned to support effective department operation.

Requirements

• Minimum High School degree or equivalent
• Minimum 6-7 years progressive collections and collections management experience
• College degree in business or a related field a plus

Knowledge & Skills

Knowledge of:

• State and Federal laws and regulations that affect consumer loans such as Creditor Legal Action
• Bankruptcy, foreclosure, repossession, seizure and collection laws and regulations
• Real estate workout/modification techniques
• Credit reporting responsibilities and legal/regulatory requirements
• Microsoft Office skills including preparing spreadsheets and reports, letters, agendas, and reviews
• Credit Union products, services, policies and procedures
• Credit union industry core banking and account online software
• Both simple arithmetic and finance related mathematics
• Professional business grammar and correspondence as well as professional telephone etiquette
• Consumer, Mortgage and Commercial Lending

Ability to:

• Read, comprehend and interpret to staff information received from others
• Coordinate multiple and conflicting priorities to provide supports to staff and complete projects in a timely manner
• Respond positively to change and growth to support Credit Union goals and upper management
• Use clear communication skills to direct staff and report to upper management
• Communicate and interact with a variety of people, to promote the credit union and build strong member relationships
• Assist in solving problems quickly and efficiently to support staff and provide service to our members
• Develop professional relationships with members and create effective teams with coworkers, and to lead staff toward the completion of department objectives and goals
• Problem solve, make decisions, and exercise good judgment
• Organize multiple tasks and maintain a courteous demeanor in a busy, high stress work environment
• Employ advanced interpersonal techniques (advising, confronting, resolving conflicts)

Communication Skills: Ability to lead and/or be the subject matter expert for member and employee processes; exert regional influence or corporate knowledge sharing.

Physical Requirements: Ability to sit and stand; answer calls; operate computer; interact with internal staff and public on the phone; travel to designated offices; lift up to 20 lbs.

Pay & Benefits

• Salary range: $103,416 - $155,124 annually
• Low-cost medical (as low as $20 a paycheck)
• Dental insurance
• Vision insurance
• Quarterly bonuses
• Generous vacation and sick time hours
• Paid leave options
• Up to 6% 401k contribution
• Tuition reimbursement