Collections Manager

Old Hickory Credit Union

Nashville, TN

Collections Manager Location Nashville, TN :

At Old Hickory Credit Union, you'll find a supportive family-style environment and a dedication to serving the community. Since 1934, we have prided ourselves in providing excellent customer service and a wonderful overall experience to our members. Employment at OHCU comes with competitive pay, on-the-job training, growth opportunities, and a community of coworkers who will be excited to meet and work with you.

The primary role of this position is to assist OHCU fulfill its mission of “Making a positive difference in our neighbors' lives!” One of the fundamental ways to achieve this is to cultivate a highly effective team of employees and to develop each employee to their greatest potential through coaching and leadership.

The Collections Manager handles escalated collections issues and ensures final resolution for each account. Accordingly, they are responsible for making sure the department delivers outstanding service to both internal and external members. A key component of service to external members is to identify their financial needs and to suggest appropriate Credit Union solutions. In addition, the Collections Manager is responsible for collecting credit card delinquency and over-limit balances.

The Collections Manager must comply with all federal and state regulations such as Fair Credit Reporting Act (REG V), Fair Debt Collection Practices Act (Reg F), Unfair, Deceptive or Abusive Act (UDAAP), Fair Housing Act, Fair Lending Act, Equal Credit Opportunity Act (Reg B), Truth in Lending Act, (Reg Z), Expedited Funds Availability Act (Reg CC), Credit Card Act, Bank Secrecy Act, The Patriot Act, The Privacy Act, Regulation CC, etc., as well as all Old Hickory Credit Union policies and procedures.

Full-time Position: Monday - Friday, but could require occasional Saturday hours

Pay frequency: biweekly

Salary: Competitive Salary

Work Location: Nashville, Tennessee (this is not a remote position)

Responsibilities

30% of time: Identifies deteriorating credit situations by assessing and evaluating the documentation/collateral and providing assistance to the member to settle their default/delinquent situation. Responsible for all bankruptcies, determines when repossessions and/or foreclosures go to the attorney for settlement. Will prepare these incidents to attorney submission by following the appropriate protocol and procedures. May be required to attend a bankruptcy court from time to time. Will work with the auto auction and repo companies. File all LendPro Claims.
25% of time: Develops direct reports to their highest potential by identifying their areas for improvement and practice appropriate coaching, training or correcting the employees' performance. Recognize direct reports who perform at a high level. Hold employees accountable for their performance, attitude and behavior. Meet with direct reports monthly to review previous month's performance, set goals for upcoming month's performance and develop plans to improve employees' performance. Ensures personnel are meeting or exceeding service goals.
25% of time: Manages the collection and recovery effort of loans, credit cards, negative shares, collateral control operations by counseling, coaching, and guiding direct report employees. Supervises, plans, monitors and appraises the job results.
10% of time: Assists the Collections department by ensuring that the collections/delinquency department is in compliance with state and federal laws and regulations, as well as in compliance with OHCU loan policy.
5% of time: Develops and prepares essential reports such as reports for the Board, assist by providing information to Accounting for the call report(s) that goes to the regulators, and other collection reports as needed.
5% of time: Performs other duties as assigned.

Skills

Be able to maintain a calm demeanor when talking with members in this role. Should be direct but understanding.
Prior credit support/collection experience a must.
Interpersonal skills - Work involves communication with others inside and outside the organization for the purpose of high-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Bilingual (Spanish) is a plus.

Requirements

At least 3 years' prior collection experience. Knowledge of the bullet points communicated in the responsibilities above.
Minimum 12 months customer service experience.
At least 1 year's prior experience in a collections management role.
Strong oral and written communication skills.
Strong negotiation skills and the ability to maintain tact under pressure.
Must be able to sit/stand at a desk for long periods throughout the day.
Must be able to prioritize in order to meet call responsibility and other desk duties described in the responsibilities.
A two year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses by contracted vendors, or job specific skills acquired through an apprenticeship program.
Strong Word and Excel experience.
In addition to a background and credit check, candidates must be able to pass a drug screen

Benefits

Medical, Dental, Vision
401K with Company Match
Life (company paid)
Short Term Disability (company paid)
Long Term Disability (company paid)
AD&D (company paid)
Telemedicine (company paid)
Paid Time Off
Birthday time off
Tuition reimbursement

Equal Opportunity Employer: Old Hickory Credit Union does not discriminate against individuals on the basis of race, creed, color, gender, religion, national origin, age, disability, veteran status, pregnancy, marital status, citizenship status, sexual orientation, gender identity, genetic information, or any other classification protected by applicable laws.

Job Type: Full-time

Benefits: