ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provides leadership to staff through effective objective setting, delegation, and communication and coaching. Directs manages, and coordinates activities of staff and monitors staff progress and expectations. Determines work procedures, prepares work schedules, and expedites workflow. Ensures conformance to policies and procedures. Ensures that staff is well trained, effective, and optimally used. Instructs personnel regarding policy, procedure, and program changes.
- Optimizes collections on accounts while balancing the goodwill of members with the overall business interests.
- Reviews collection reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures. Revises procedures and policies when necessary to meet regulatory requirements and/or create greater efficiencies.
- Responsible for real estate loan servicing including collection of delinquent accounts, loss mitigation, foreclosure, and real estate owned management and disposition.
- Responsible for vehicle repossession processing and disposition.
- Reviews and recommends real estate loan modifications, workout loans and reviews complex collection accounts with the Senior Vice President of Lending, using guidelines and documentation requirements in Loan Modification Policy.
- Oversees collection of returned deposit items and directs collection of negative share accounts and reporting of these accounts to outside agencies.
- Responsible for overseeing credit bureau reporting disputes and reporting in this area.
- Assigns responsibility for investigation of fraud cases and possible legal action and collection for fraudulent checks and delinquent accounts.
- Manages and oversees bankruptcy workload, including attending creditor meetings if required.
- Assigns responsibility to staff for AD&D, disability insurance and deceased account member insurance claims. Ensures that insurance functions support member needs and are well coordinated with lending operations.
- Manages deceased member account disposition.
- Authorizes assignment of delinquent accounts to attorney or outside agency for collection, or foreclosure including testimony.
- Keeps Director of Member Solutions and Records informed of department issues, exposure to risk, and of any significant problems or opportunities.
- Completes and submits required reports, records, and related documents. Attends meetings as required.
- Assists Director of Member Solutions and Records in preparing department budget. Oversees expenses and department budget. Pursues cost-saving measures.
- Resolves complaints, adjusts errors and answers questions and problems promptly.
- Carries out supervisory responsibilities in accordance with the policies and applicable laws. Responsibilities include:
- Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Makes appropriate staff developmental and salary recommendations.
- Ensure compliance to all applicable state and federal laws related to department functions including but not limited to the FACT Act, US Bankruptcy Code, Fair Credit Reporting Act, Fair Debt Collection Practices Act, RESPA, Reg Z, Reg B, SAFE Act, NCUA Regulations, and Client Servicing Guide requirements.
- Adheres to all Federal and State laws and regulations applicable to the bank, including the Bank Secrecy Act, and OFAC.
- Performs financial counseling (remedial, preventative and productive) and interviews members to provide resolution to financial conditions. Identifies the probability of payments, risk exposure and potential loss to the bank. Assesses legal action including file preparation for foreclosure with attorney. Arranges for payments and enters information into collection notes according to Collection Policy and Guidelines.
- Provides excellent service by demonstrating courtesy and personal concern for members and co-workers needs and follows-up to ensure those needs are met.
- Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position.
EDUCATION AND EXPERIENCE
Bachelor’s degree (B.A.) from four-year college or university or two to four years related experience and/or training; or equivalent combination of education and experience, plus three years related experience. Supervisory experience and leadership skills required.