Collections Manager

Job Description:

JOB TITLE: Collections Manager
DEPARTMENT: Member Solutions
REPORTS TO: Co-CEO
LOCATION: Portland, Oregon (On-site)
FLSA STATUS: Exempt
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Position Summary
The Collection Manager leads the daily operations of the credit union collections and recovery functions across all loan portfolios, including consumer, credit card, real estate, and specialty lending as well as share accounts. This role is accountable for reducing delinquency, charge-offs, and losses while ensuring full compliance with federal and state regulations, internal policies, and member-focused service standards.
This position provides strong leadership to the collections team through coaching, performance management, and professional development. The Collection Manager monitors key performance indicators, analyzes portfolio trends, and implements data-driven strategies to improve overall asset quality. Working closely with lending and servicing partners, this role supports effective risk management while delivering positive, respectful member experience.
The ideal candidate demonstrates sound analytical judgment, the ability to navigate complex situations, and a strong commitment to safeguarding the credit union’s financial health.
The Collections Manager supervises member solutions staff, coordinates with external vendors (e.g., collection agencies, attorneys, repossession agents), and works closely with lending, accounting, and branch operations teams to ensure that all collections activities are accurate, timely, fair, and legally compliant.
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Essential Duties and Responsibilities
1. Collections Operations
• Lead and oversee daily collection efforts for delinquent secured and unsecured loans, ensuring timely, consistent, and compliant practices in accordance with all applicable consumer collection laws and regulations. Monitor and collect negative share accounts.
• Coach, develop, and motivate the collections team through training, goal setting, performance monitoring, and ongoing feedback. Conduct performance reviews and support employee growth and accountability.
• Manage daily collection operations to ensure efficient workflows and alignment with credit union policies and risk management standards.
• Analyze delinquency trends and portfolio performance to develop and implement data-driven collection strategies that reduce losses and improve asset quality.
• Oversee collection technologies, including collection platforms, payment processing tools, and reporting capabilities.
• Manage third-party vendors and service providers related to collection and recovery activities, as needed.
• Review and approve actions on high-risk and complex accounts, including repossessions, auction pricing, and repair decisions. Identify emerging risks and recommend strategies to mitigate future losses.
• Provide oversight of bankruptcy-related activities, ensuring consistent, compliant handling of bankrupt accounts in accordance with credit union policies and bankruptcy code requirements.
• Handle escalated member concerns with professionalism, empathy, and a solutions-oriented approach.
• Ensure ongoing compliance with federal and state regulations. Respond to internal audits and external examinations and implement corrective actions when necessary.

2. Compliance and Risk Management
• Ensure all collections activities comply with:
• Federal consumer protection laws and regulations, including but not limited to FDCPA (to the extent applicable to the credit union’s activities or third-party collectors), FCRA, Equal Credit Opportunity Act (ECOA, 15 U.S.C. § 1691 et seq.; Regulation B), Truth in Lending Act (TILA; Regulation Z), Servicemembers Civil Relief Act (SCRA), Telephone Consumer Protection Act (TCPA), Electronic Fund Transfer Act (EFTA; Regulation E), and Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) standards under the DoddFrank Act.
• NCUA rules and guidance applicable to federally insured credit unions, including requirements regarding charge off policies, loan classification, and allowance for credit losses (ACL/ALLL) methodologies.
• Oregon state law, including Oregon Unlawful Trade Practices Act (ORS 646.605–646.656), Oregon debt collection and debt buyer regulations (e.g., ORS ch. 697, 646.639), Oregon foreclosure and repossession requirements, and any applicable state and local consumer protection laws affecting debt collection practices.
• Maintain and periodically update written collection policies, procedures, and member facing communications (letters, notices, scripts), incorporating changes in law, regulation, or supervisory guidance.
• Support internal and external audits and examinations (e.g., NCUA, state regulator, independent auditors) by providing documentation, reports, and explanations of collections activities and controls.
• Assist in identifying and mitigating operational, compliance, and reputational risks associated with collections, including vendor and third party risk management for any outside collection agencies or law firms, consistent with NCUA and CFPB third party risk expectations.
3. Member Communication and Service
• Communicate with members in a professional, respectful manner that reflects the credit union’s service culture and complies with all applicable legal and regulatory requirements.
• Evaluate and propose hardship, workout, and loss mitigation options (e.g., payment plans, loan modifications, skip payment programs, extensions) in accordance with the credit union’s policies and fairness/equal treatment standards under ECOA and state discrimination laws (e.g., ORS 659A).
• Provide clear explanations to members about account status, available options, and potential impacts on their credit, ensuring information is not misleading or deceptive.
• Partner with member services, lending, and financial counseling resources (if available) to support members in resolving delinquency and improving financial stability.
4. Leadership and Staff Management
• Supervise, train, and coach Member Solutions staff and support staff.
• Establish clear performance standards and goals related to delinquency ratios, recovery rates, member satisfaction, and compliance metrics.
• Monitor workload and staffing levels; propose adjustments, training needs, and process improvements.
• Ensure staff are trained in current laws, regulations, and internal policies related to collections, privacy (GLBA, Regulation P), and information security.
5. Reporting and Analytics
• Prepare and analyze monthly and quarterly reports on delinquency, nonperforming loans, charge offs, recoveries, and related trends for management and the Board, consistent with NCUA expectations for board oversight.
• Use data to identify trends, root causes, and opportunities to improve underwriting, servicing, and collection strategies.
• Assist in budgeting and forecasting related to loan losses, recoveries, and staffing or technology needs in the collections function.
6. Process Improvement and Technology
• Evaluate and recommend enhancements to collections systems, software, and tools (e.g., core system modules, texting platforms, skip tracing services, payment portals) with a focus on efficiency, compliance (TCPA, E-SIGN Act), security, and member experience.
• Implement process improvements designed to reduce delinquency, accelerate resolution, and minimize losses while maintaining regulatory compliance and fair treatment.
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Qualifications
Education and Experience
• Bachelor’s degree in business, finance, accounting, or a related field preferred; equivalent combination of education and related experience may be considered.
• 3–5+ years of experience in consumer or small business collections, credit administration, or loan servicing, preferably in a credit union or community financial institution environment.
• Prior supervisory or team lead experience in collections or loan servicing.
Knowledge, Skills, and Abilities
• Working knowledge of:
• Federal consumer financial laws relevant to collections (FDCPA, FCRA/Reg V, ECOA/Reg B, TILA/Reg Z, SCRA, TCPA, EFTA/Reg E, UDAAP, GLBA/Reg P).
• Basic NCUA regulatory framework for credit unions and best practices for delinquency and charge off management.
• Oregon state law regarding debt collection, consumer protection, repossession, and foreclosure (including ORS ch. 646, 646A, 697, and Article 9 of the UCC as adopted in ORS ch. 79).
• Strong analytical skills and familiarity with delinquency, charge off, and recovery metrics.
• Ability to interpret and implement policies and procedures in a regulated environment.
• Excellent written and verbal communication skills with the ability to handle difficult conversations professionally and lawfully.
• Proficiency with core banking/credit union systems and collections software; strong Excel and reporting skills.
• Demonstrated problem solving abilities, sound judgment, and attention to detail.
• Ability to maintain confidentiality and handle sensitive member information consistent with GLBA, Regulation P, and the credit union’s privacy and information security policies.
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Working Conditions and Physical Requirements
• Regular use of computers, telephones, and other standard office equipment.
• Occasional extended hours may be required during month end, audits, examinations, or special projects.
• Position may require sitting for extended periods and occasional lifting of materials up to approximately 20 pounds.
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Pay Range and Classification
• Job Type: Full-time, Exempt
• Compensation: $85,000-$90,000
• Benefits: Health, dental, vision, retirement plan, paid time off, holidays, potential incentives/bonuses.
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IBEW & United Workers Federal Credit Union is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, marital status, or any other status protected by applicable federal, Oregon, or local law.
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