Collections & Recovery Manager - Headquarters West

Job Description:

PRIMARY FUNCTION:

The purpose legal team is to protect the credit union from potential liability; protect credit union assets, and inform, educate and advise members as to how legal actions will affect their credit union relationship. The Collections and Recovery Manager is responsible for ensuring that these goals are achieved. This position manages all functions of the Legal teams, in order to ensure maximum recoveries through legal collection. In addition this candidate coordinates and oversees all necessary functions related to the legal and processing, provides leadership and first line supervision for the Legal Specialists, Senior Legal Specialists. This Incumbent oversees completion of documents needed to protect credit union assets while minimizing loan loss through collection efforts. Analyzes cases and strategizes with credit union Attorneys to pursue legal action to recover losses, file objections where applicable, and attend trials to represent VACU interests. In addition this position is responsible for the day to day running of the Roanoke Collections and Recovery site.

JOB DUTIES AND RESPONSIBILITIES:

• Coordinates all facets of the legal program.
• Supervises Legal and Senior Legal Specialists.
• Collections and Recovery site lead for Roanoke.
• Oversee management of staff issues and performance for Roanoke site.

• Handle escalations for members in Roanoke prior to elevating to Directors.
• Manages staff morale events in the site.
• Assist with foreclosure court proceedings in Roanoke.
• Manage Roanoke attorney network.
• Manage vendor issues in the region.
• Serves as back up for all Bankruptcy related duties.
• Supervises the recovery of VACU loan losses which contributes to net operating income.
• Professionally represents the Credit Union in court for judgment and garnishment proceedings.
• Assists Director in setting the right atmosphere to inspire others to achieve department and credit union goals.
• Routinely acts in the absence of Collection and Recovery Director, Director Collection and Recovery, Projects, Systems and Operations and Recovery Director.
• Perform due diligence to onboard additional Attorneys to assist with out of state cases.
• Participates in projects as subject matter expert.
• Subject matter expert as it pertains to legal credit reporting.
• Negotiates with debtors and/ or their Attorneys for maximum recovery for the Credit Union.
• Reviews Attorney notes for trials and assist with next course of action with escalated matters.
• Utilizes other authorized methods of collection available to effect maximum collection of the account in the most effective manner.
• Develops training manuals based on policies and procedures.
• Create a culture that will inspire others to achieve department and Credit Union goals.

• Assists Legal Specialists with more complicated cases or problems.
• Keeps abreast of changes in collection laws by attending workshops and seminars.
• Conducts performance review process, completes performance evaluations and handles human resources related issues for assigned staff, including hiring and interviewing.
• Appropriately addresses performance related issues with staff.
• Schedules leave for assigned staff and approve timesheets
• Monitors and analyzes performance statistics and makes recommendations for changes as needed.
• Identifies needs, develops and implements action plans to promote staff development.
• Acts in a leadership function and motivational capacity.
• Ensures completion and documentation of all necessary documents, including proofs of claim, abandonments, and reaffirmation agreements.

• Reviews cases and make decisions as to when outside legal help is warranted and in the best interest of the credit union; assigns cases to credit union attorneys when appropriate; oversees attorney action taken.

• Ensures compliance with applicable laws, regulations and Credit Union policies.

• Ensure that Legal Specialists are adhering to state and federal laws pertaining to Bankruptcy and collection efforts.
• Takes appropriate legal actions to effectively obtain, record and exercise collection rights on judgments for collection purposes.
• Ensures proper completion of documents for legal action taken by the Credit Union, and that the most appropriate legal means is utilized to effect collection.

• Maintains positive working relationships with outside Counsel and Vendors.

• Assists members with inquiries; handles escalated calls, resolves problems.
• Inform, Educate and Advise members, regardless of the individual circumstances.

• Acts as a source of knowledge for collectors and other employees; and advises on matters pertaining to legal issues.
• Maintain periodic updates to departmental procedures related to and Legal Action, warrants, garnishments, court docket, recording and releasing judgment liens and Collection Expense Policy/Procedure.
• Coordinates legal training for collections and recovery staff.
• Develops and maintains complete knowledge of required loan documents, systems and credit reports.
• Assists in coordinating and periodic testing and updates of Business Continuity Plan.

• Ensures monthly charge off list is appropriately reviewed prior to charge off.
• Maintains a high level of knowledge and complies with all VACU policies and procedures.
• Identify and participate in departmental process improvement efforts.
• Maintain confidentiality of all member and credit union account information.
• Creates a supportive culture by collaboration and teamwork, both internally and externally.
• Makes recommendations to Manager on motivational events for staff.
• Conducts Security Training on a quarterly basis.
• Creates test cases/scripts for system release testing.
• Participates with leadership team in monthly and quarterly motivational events for staff.
• Ability to accommodate flexible schedules including Saturday, overtime hours.
• Other duties may be required and assigned by Management.

EXPECTATIONS:

• To comply with Federal laws, regulations and credit union policies and procedures related to collections and consumer lending, particularly with the limits set by the Fair Debt Collection Practices Act, Bankruptcy Reform Act, and Regulation Z (Truth in Lending).
• Complete all required BSA and OFAC training. Report all suspicious activity to Fraud Risk Management. Hold staff accountable for compliance with BSA and OFAC policies and procedures by invoking appropriate disciplinary action when violations are discovered; and ensure that all staff complete required training programs.
• Attend training sessions as directed by Manager to keep skills current.
• Create a supportive culture by collaboration and teamwork, both internally and externally.
• Actively contribute ideas and suggestions to improve efficiency and service to members.
• Promote team spirit and assistance to bankruptcy team.
• Maintain confidentiality of all member and credit union account information.

JOB QUALIFICATIONS:

Knowledge: Significant knowledge in applicable collection laws, problem solving abilities, and analytical skills within the Chapter 7 and 13 bankruptcy codes. Credit union or banking industry knowledge preferred. Knowledge of Word and Excel required, and knowledge of Power Point desirable.

Skills: Requires strong analytical skills; organizational and follow-up skills; and excellent oral and written communication skills. Must have the ability to communicate effectively with staff, members, and their attorneys both verbally and in writing. Must have strong leadership skills. Must be skillful when working with details and be able to work in a difficult or stressful environment while being flexible and professional. Must have good time management and motivational skills. Must have ability to give direction, perform multiple tasks and work independently. Must have ability to perform with accuracy, thoroughness and effectiveness. Individual must excel in making appropriate judgments and be reliable. Must have the ability to consistently provide excellent service. Must be proficient with computers and other office equipment. Must have satisfactory driving record to use Credit Union vehicle for court appearances and other business.

Abilities:

• Ability to present ideas and negotiate agreements.
• To support every team member ensuring they receive immediate coaching and feedback and timely results to their performance.
• To maintain the highest level of professionalism through all members and staff interactions.
• To demonstrate excellent knowledge of products, services, policies, and procedures.
• To create a supportive culture through collaboration and teamwork.
• Must be skillful in problem-solving and making swift, sound judgments.
• Ability to listen carefully, probe for additional details, and ask targeted questions to gather information.
• Ability to prioritize needs and to manage resources.

Minimum Education and Experience: College education preferred, with background in business, economics or finance; paralegal training preferred. Significant prior collection experience that demonstrates a working knowledge of legal collection process and consumer finance strongly preferred. On-line loan/collection system and computer experience desired. Must have prior supervisory experience or have demonstrated leadership abilities in a work environment. Must have experience handling escalated calls, and troubleshooting. Demonstrated knowledge of Federal regulations related to collections, consumer lending, and bankruptcy laws preferred. Experience with coaching, writing and conducting performance evaluations, training, recruitment, and dealing with employee discipline issues is preferred.

PHYSICAL REQUIREMENTS:

This job requires the ability to sit for long periods of time.

This job requires infrequent lifting or carrying of objects up to 10 pounds.