Director Consumer Collections

About the role

At Truliant Federal Credit Union, collections is about more than managing risk. It is about protecting the financial strength of the credit union while helping members navigate challenging moments with respect, clarity, and sound options. As Director Consumer Collections, you will shape the strategies, standards, and team performance that reduce losses, improve recoveries, and support responsible member outcomes.

Responsibilities

• Set and refine collections strategies, policies, and performance goals that reduce delinquency and charge-offs while supporting fair, member-focused solutions.
• Use reporting, trends, and key performance indicators to identify risk, communicate insights to executive leadership, and guide timely decisions.
• Coach leaders and team members, oversee third-party partners, and strengthen consistent execution across complex collection and recovery activities.
• Partner with senior leadership, legal counsel, vendors, and teams across the credit union to improve processes, manage the department budget, and ensure collections practices remain effective, compliant, and aligned with Truliant's culture.

Requirements

• 7+ years of collections experience.
• 5+ years of management experience, including responsibility for team performance and operational results.

Qualifications

• Advanced knowledge of consumer collections, bankruptcy, repossession, foreclosure, recovery, and call center practices and technology.
• Working knowledge of collections and lending regulations, including FDCPA, FCRA, FACTA, TCPA, and fair lending requirements, with the ability to maintain effective operational controls.
• Demonstrated ability to coach employees, lead change, manage multiple priorities, oversee vendors, and make sound decisions in complex or high-pressure situations.
• Clear written and verbal communication skills, strong attention to detail, and intermediate proficiency with Microsoft Excel, Word, and Outlook.

Skills

• Experience leading collections within a credit union or another member-focused financial institution.
• Track record of strengthening collections operations through analytics, technology, process improvement, or well-managed vendor partnerships.
• Experience presenting portfolio trends, risk insights, and strategic recommendations to senior or executive leaders.

Benefits

We offer competitive compensation and benefits, along with programs and resources designed to support well-being, work-life balance, and long-term development. Full-time benefits include:

• No-cost employee medical, dental, vision coverage
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Competitive compensation and benefits
• Full-time benefits package