Collections Manager

About the position

North Central Area Credit Union (NCACU) is seeking a self-motivated, team-oriented Collections Manager with excellent communication and leadership skills. This role is a working manager position, meaning the selected candidate will actively perform collections responsibilities while also overseeing the Recovery Specialist. If you’re detail-oriented and driven to support members while protecting organizational assets, we’d love to meet you.

Responsibilities

• Provide daily oversight, support, and guidance to the Senior Recovery Specialist.
• Assign and monitor workloads; review performance metrics and assist with professional development.
• Collaborate with executive leadership to assess collection strategies and recommend program improvements.
• Serve as the primary escalation point for complex or high-risk delinquent accounts.
• Ensure department compliance with applicable laws, policies, and regulations.
• Manage processes related to foreclosures, bankruptcies, repossessions, charge-offs, and garnishments.
• Perform full-spectrum collections on delinquent accounts and shares accounts, including Visa credit and debit cards, signature loans, secured loans, real estate loans, and lines of credit.
• Determine causes for delinquency, contact members to resolve issues, and negotiate repayment options.
• Analyze monthly reports and forecast potential charge-offs.
• Process garnishments and support the resolution of negative account balances.
• Maintain detailed records of all collection activity in accordance with policy.
• Review delinquent portfolios and provide recommendations for legal action or loss mitigation.
• Use independent judgment to make decisions that minimize NCACU’s financial risk.
• Keep internal teams informed of fraud concerns or noteworthy collection issues.
• Continuously evaluate and refine collection processes to improve outcomes and efficiency.

Requirements

• Minimum of 2 years of experience in collections or recovery within a financial institution.
• Supervisory experience or demonstrated leadership capabilities preferred.
• Thorough understanding of lending and collection regulations, including legal processes for bankruptcy, garnishments, and foreclosures.
• Proven ability to make sound decisions using independent judgment.
• Familiarity with collection software systems and Microsoft Office Suite.

Nice-to-haves

• Strong interpersonal and negotiation skills.
• Professional and empathetic handling of sensitive member situations.
• Bilingual (Spanish/English) is a plus but not required.
• High attention to detail and organizational ability.