Assistant collections manager job description

Signal Financial is a progressive and growing Credit Union with over 24,000 members and more than $450+ million in assets. We are committed to building a new way of banking for our current and future members in the Washington Metro area. Our goal is to be a progressive multi-billion-dollar financial institution by re-inventing the way we operate, particularly when it comes to enhancing the membership experience. We aim to do this by being innovative, creative and nimble in offering distinctive products and services.

As the assistant collections and recoveries manager you will be responsible for activities related to loss mitigation, monthly delinquency meetings, bankruptcies, repossessions, pending foreclosures, other real estate owned (OREO), charged off accounts, and judgments. You will report directly to the Collection & Recoveries Manager. You will assist with overseeing the collection and recoveries team and functions to ensure the accurate and efficient collection of delinquent loan, visa and member share accounts. In addition, you will help in overseeing and supervising collection and recoveries staff. Finally, you will be responsible to minimize write offs and maximize recoveries

Assist with the management of staff and area functions to achieve credit union goals and within credit union policies and procedures. Ensures all attempts are made to recover Credit Union assets and that total delinquency levels for the credit union are maintained at reasonable levels.

Assist with fulfilling all needed staff management responsibilities including interviewing candidates, making hiring recommendations, coaching, counseling and managing performance of staff. Complete performance appraisals.

Assist with cross training efforts and ensure that all team members are cross trained in all collection and recovery functions.

Assist with the completion of specific Collection Department procedures, while ensuring that all procedures are in compliance with all existing credit union and collections laws

Assist with the management of aging loan reports through consistent agent follow up, ensuring timely collection of payments and providing regular updates to the collections manager

Ensures all calls are completed accurately and in compliance with the Fair Debt Collection Practices Act (FDCPA). Also oversee department call and email queues for timely and efficient call handling and email responses internally and externally

Work collaboratively with the collections manager to finalize month-end reporting including charge off reports, delinquency reports, and providing the necessary information to the accounting department to finalize the calculation of the allowance for loan losses.
Review and recommend accounts for repossession, foreclosure, settlement or charge-off. Assist with the review and provide recommendations related to workout loan options. From a collection and recoveries perspective, assist with monitoring and oversight of the credit unions overdraft privilege program. Assists with assembling documentation related to collections for all NCUA, financial statement or outsourced internal audits. Responsible for the completion of all annual mandated training requirements including but not limited to Bank Secrecy Act/Anti-Money Laundering/OFAC/Cybersecurity/Diversity & Anti- Harassment/Fair Lending. Ability to step into the role of Collection Manager in Manager's absence Ability to work additional hours to complete important deadlines and when short-staffed Ability to demonstrate high Emotional Intelligence Performs other duties as assigned by the CFO and/or the collections manager.


Position Requirements
High School Diploma or GED required. College degree preferred Proven record for achieving month-end goals & meeting deadlines. Excellent written and verbal communication skills Minimum of 2 years progressive experience in either consumer collections and/or lending Previous supervisory experience preferred. Prior collections experience in a credit union experience a plus. Ability to handle multiple priorities simultaneously. Attention to detail, organizational skills and ability to adapt in a changing environment Strong analytical skills, ability to think strategically and influence business decisions Knowledge of the Fair Debt Collection Act, Fair Credit Reporting Act and other applicable collection laws


The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.


We are proud to be an EEO/AA/Minorities/Females/Disabled/Veterans employer.

• Assists with ensuring the Financial Resolutions team members have the necessary tools, materials, and training to successfully perform in their positions. Manages financial resolutions queues, assigns, observes, and reviews work to assess department and team member performance. Coaches team members on a regular basis to confirm they clearly understand the performance and service standards for their position. Motivates, trains, and develops the financial resolutions team, holding them accountable to the service promises, mission, vision, goals, deadlines, and productivity standards set by the Credit Union to ensure production and quality metrics are consistently achieved, in conjunction with the financial resolutions Manager. Assists with leading the team to service all members with their questions and concerns, aiding team members to improve the financial lives of our membership. Assists with member escalations to resolve concerns and issues.
• Assists Financial Resolutions Manager with reviewing, maintaining, and reporting on required data to track the growth, quality, recovery efforts, timeliness, and efficiency of the Financial Resolutions team. Assists with evaluating current staff for training needs and provides future training for financial resolutions in conjunction with the training department. Drives continuous improvement through coaching and feedback. Participates and assists in conducting team member check-ins and provides input in department level team huddles where goals are actively discussed, set and reviewed. Assists Manager in partnering with third party vendors who support and work on outsourced collections services and functions ensuring they are meeting agreed-upon service promise standards.
• Facilitates the clearing of all obstacles before moving to escalate collection efforts through working with members, and team members. Identifies and acts upon red flags in loan documentation to avoid potential fraud. Manages documentation completeness, compliance and retention per regulations and company policies. Randomly audits team member work looking for the completeness of collection files, and accuracy and completeness of documentation and provides coaching as necessary. Supervises Financial Resolutions Team to ensure all requirements of the role are being completed accurately, efficiently, and within established compliance and credit union guidelines.
• Initiates contact with members through phone calls, emails, letters, texts, and messages within all digital channels, to urgently pursue and secure prompt recovery of all monies owed to the Credit Union that have been classified as being in default in accordance with CCF's policies. Researches and imposes resolutions, or recommendations to Senior Management including, but not limited to payroll deductions, skip tracing, and lien placements to ensure the greatest amount of repayment and minimize losses to the CU.
• Processes legal request packets for lawsuits, repossessions, and bankruptcies to be filed and follows-through on all stages for alpha queues or prepares collection agency referral packet for 3rd party agency and follows-through. Includes, but not limited to gathering facts, negotiating redemptions, processing notice of sales, assigning reposessions to agents and auctions, and processing referral documentation to attorneys. Collects documentation for short/long term modifications for members who have experienced a hardship. Posts judgments, payments, and reaffirmations when received. Works all assigned cases to conclusion.
• Serves as a liaison between the Financial Resolutions team and other departments, assessing current and future needs and ensuring proper staffing to address those needs. Assist the department manager in the planning, leadership, and coordination of department operation activities to include, but not limited to, scheduling, cross-training, reporting, overseeing collection efforts, and other financial resolutions functions.
• Must 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.

What You'll Bring To CCF:

• A high school degree or GED is required.
• Two to Five years of similar or related experience, including time spent in preparatory positions.
• Experience in leading, coaching, developing, and holding team accountable.
• Solid understanding of Fair Debt Collection Practices Act, Federal and State collections compliance and regulations, and other applicable laws along with working knowledge of collections operations.
• Knowledgeable in collection policies, procedures, and services.
• Proficiency in the Microsoft suite of products including Word, Excel, Outlook and PowerPoint.
• Demonstrates the ability to analyze risk and determine solutions. Knowledge of State and Federal regulations and laws affecting consumer, real estate, credit card, and account collection practices.
• Demonstrates the ability to interpret potential losses and risks (e.g., credit scores, debt to income, assets, deficits, balances, values) and perform math functions (e.g., addition, subtraction, multiplication, division, percentages, and ratios) to ensure financial soundness.
• Demonstrates problem-solving, decision-making, and solid judgment by gathering and applying relevant data to research and resolve issues.

Monday - Friday 8:30AM-5:30PM; Rotating Saturday 9AM-1PM

Rent A Center

Ready to do your best work?

Interested in a minimum starting hourly rate of $21?

Why should I apply in just a few clicks?

* Paid Time Off and Sundays Off -- We are Closed!
* Full-Time Employment and a Consistent Schedule
* Weekly Pay (companywide) or Daily Pay (app that allows easy access to pay as it is earned each day)
* Award Winning Culture with the Opportunity to Advance
* Great Benefits (health insurance, 401(k) with company match, etc.)

What will you do? Provide underserved customers access to high-quality goods that enhance their quality of life. You will do meaningful work and make a difference in our customers' lives!

A day in the life of a Credit Assistant Manager:

* Credit and Collections: Positively impact growth and revenue through communicating with customers and collecting on accounts on a daily basis
* Customer Service: Provide friendly, top-notch customer experiences through "white glove" service with a servant's heart in our stores and in customer's homes
* Deliveries & Pickups: Opportunity to get out of the store and display a winning spirit through safe and compliant loading/unloading and installation of products, while following all handling and transportation procedures
* Merchandising: Maintain an inviting store with organized product and cleanliness with both customers and fellow coworkers in mind

What are the minimum requirements?

* 1-3 years of retail/customer service, sales, or collections experience
* High school diploma or equivalent
* Must be at least 18 years of age
* Valid state driver's license and good driving record -- You WILL you be driving the company vehicles
* Ability to lift and move product such as furniture, electronics, and appliances
* Great communication and customer service skills

What are some additional helpful traits?

* Seeking more than just a job, but a CAREER
* A desire to improve our customer's lives
* A hunger to learn the business
* Grit and determination

This is an excerpt from the full job description and is not intended to be all-inclusive. Other related duties may be required to meet the ongoing needs of the business. Rent-A-Center is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer.

Full job description provided in Onboarding