JOB FUNCTIONS

Leadership & Department Management

• Direct and manage the daily operations, workflows, priorities, and activities of the Credit Resolution Department.
• Supervise, coach, develop, and evaluate department employees to support achievement of departmental goals and service standards.
• Establish performance expectations and provide ongoing feedback, training, mentoring, and professional development.
• Monitor staffing levels, workloads, productivity, service quality, and employee performance.
• Promote a culture of accountability, professionalism, teamwork, continuous improvement, and member-focused service.
• Partner with Human Resources and the Vice President, Operations & Risk regarding recruitment, onboarding, performance management, employee development, and corrective action matters.
• Approve employee schedules, time records, and departmental attendance records.

Collections & Recovery Operations

• Oversee collection activities relating to delinquent consumer, mortgage, credit card, and business loan accounts.
• Monitor delinquency trends and implement approved strategies to improve collection effectiveness and portfolio performance.
• Ensure timely and appropriate handling of repossessions, foreclosures, bankruptcy accounts, estate claims, deceased member accounts, charged-off loans, judgments, skip-tracing efforts, and collection agency placements.
• Review and approve settlement arrangements, payment plans, loan modifications, and workout programs within established authority limits.
• Escalate exceptions, significant exposure, high-risk cases, and policy deviations to the Vice President, Operations & Risk.
• Ensure timely charge-off processing in accordance with approved policy, accounting requirements, and applicable guidance.
• Maintain oversight of negative share accounts and ensure appropriate collection, reporting, and recovery activity.

Portfolio Performance & Reporting

• Monitor and analyze portfolio performance indicators, including delinquency trends, roll rates, charge-offs, recoveries, bankruptcy losses, repossessions, loan modification performance, and negative share exposure.
• Prepare accurate monthly, quarterly, and annual departmental reports for senior management review.
• Assist the Vice President, Operations & Risk with information needed for Board, committee, examiner, auditor, and regulatory reporting.
• Identify trends, emerging risks, and performance gaps, and recommend corrective actions or operational improvements.
• Perform account-level reviews and provide recommendations regarding collection strategies and recovery opportunities.
• Support Finance with accurate information needed for applicable regulatory and financial reporting.

Compliance & Risk Management

• Ensure departmental activities comply with applicable consumer protection, debt collection, bankruptcy, credit reporting, servicemember protection, privacy, and state requirements, as well as internal policies and procedures.
• Maintain departmental procedures and recommend policy revisions when appropriate.
• Monitor collection disputes, member complaints, E-Oscar responses, credit reporting disputes, and regulatory inquiries.
• Coordinate internal audits, quality reviews, issue remediation, and corrective action activities.
• Ensure appropriate documentation, account notes, record retention, and control practices are maintained.
• Coordinate periodic legal and compliance review of collection communications, forms, workflows, and procedures.

Vendor & Third-Party Management

• Serve as the primary operational contact for collection-related vendors, including repossession companies, auction providers, collection agencies, outside attorneys, skip-tracing vendors, insurance providers, and collection technology vendors.
• Monitor vendor performance, service levels, expenses, compliance with contractual expectations, and operational effectiveness.
• Participate in vendor due diligence, risk assessment, ongoing monitoring, and issue resolution activities.
• Recommend vendor enhancements, process improvements, or service changes to the Vice President, Operations & Risk.

Operational Excellence & Continuous Improvement

• Identify opportunities to improve efficiency, controls, service levels, employee effectiveness, and departmental performance.
• Participate in system enhancements, process improvement initiatives, and enterprise projects.
• Assist with business requirements, user acceptance testing, implementation support, and post-implementation review for collection and recovery systems.
• Ensure effective use of departmental technology, automation, queues, reports, and workflow tools.
• Develop and maintain documented workflows, procedures, desk guides, and operational standards.
• Collaborate with Lending, Finance, Compliance, Fraud, and other departments to improve portfolio performance and member outcomes.

Other Responsibilities

• Participate in management meetings, departmental meetings, assigned committees, and project teams.
• Serve as a departmental subject matter expert for collections, recoveries, and loss mitigation activities.
• Assist with departmental budget planning and manage approved expenditures within assigned authority.
• Perform other duties and special projects as assigned by the Vice President, Operations & Risk.