Account Resolution Manager (Collections Manager)

Velocity Credit Union; Austin (TX); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

401(k) with matching

Flexible spending accounts

Referral bonuses

Paid holidays

Discounted gym membership

Tuition reimbursement

Training and ongoing coaching

Career growth opportunities

Employee rewards & recognition

Job summary

Velocity Credit Union in North Austin, TX is seeking an Account Resolutions Manager to lead a team responsible for delinquent and charged-off accounts, balancing financial results with a positive member experience. You will coach staff, set goals, monitor performance, and collaborate with other teams to improve processes, manage third-party vendors, and protect the credit union's financial health.

The role requires a finance-related degree, several years in collections or risk, and proven

Qualifications

• Bachelor's degree in finance, economics, or related field required; substantial related professional experience may be considered in lieu of a degree.
• Five years in credit union/banking/financial services in collections, asset recovery, or credit risk management required.
• Three years of management/leadership experience required for Manager level.
• Strong communication and conflict-resolution skills for handling challenging conversations.
• Continuous improvement mindset with experience identifying opportunities to improve processes, efficiency, and member experience.
• Passion for providing outstanding service and a positive attitude.
• Ability to work in a fast-paced environment with high attention to detail.
• Ownership of the customer experience through issue resolution.
• Adaptable to a productive team environment where knowledge is shared, and feedback and coaching are welcomed.
• Effective time management and flexibility to work department hours.

Responsibilities

• Lead a team responsible for delinquent and charged-off accounts while balancing financial results with a positive member experience.
• Coach and develop your team, set performance expectations, monitor results, and create a supportive, accountable environment.
• Analyze departmental trends, quality metrics, and processes to identify risks and improve operations.
• Partner with leadership and cross-functional teams to share insights, manage third-party vendors, and support strategies that strengthen financial performance.

Skills

Leadership

Communication

Conflict resolution

Problem solving

Time management

Customer service

Education

Bachelor's degree in finance/economics

Job description

*This position is hybrid remote and requires onsite work at our North Austin, TX headquarters.*

Do you enjoy solving complex problems, developing people, and finding ways to make things work better? Velocity is hiring an Account Resolutions Manager! We are looking for a thoughtful, results-driven leader who can balance strong financial outcomes with great member service while helping our Account Resolutions team thrive.

At Velocity, we are committed to helping our members and their families achieve more by delivering exceptional service and value. Our culture is rooted in empathy, collaboration, and a shared sense of purpose. We believe in meeting people where they are, staying curious, and working together to create better outcomes. We strive to positively impact the financial well-being of our community, one member at a time.

Your experience includes:

• Bachelors degree in finance, economics, or a related field required; substantial directly related professional experience may be considered in lieu of a degree.
• Minimum of five years experience in a credit union, banking, or financial services environment in collections, asset recovery, or credit risk management required.
• Three (3) years of management or team leadership experience is required for placement at the Manager level. Candidates with less leadership experience may be considered for placement at the Supervisor level based on their overall qualifications and experience.
• Strong communication and conflict-resolution skills, with experience handling challenging conversations and escalated situations.
• A continuous improvement mindset with experience identifying opportunities to improve processes, efficiency, and the overall member experience.
• Passion for providing outstanding service and a positive attitude.
• Ability to work in a fast-paced environment with high attention to detail.
• Ownership of the customer experience through issue resolution.
• Adaptable to a productive team environment where knowledge is shared, and feedback and coaching are welcomed.
• Effective time management and flexibility to work department hours.

What you will do:

As the Account Resolutions Manager, you will lead a team responsible for helping the credit union effectively manage delinquent and charged-off accounts while balancing financial results with a positive member experience. You will coach and develop your team, set performance expectations, monitor results, and create an environment where employees feel supported, accountable, and motivated to do their best work. Additionally, this role will analyze departmental trends, quality metrics, and processes to identify risks, solve problems, and find opportunities to improve how things work. The Account Resolution Manager partners closely with leadership and teams across the credit union to share insights, improve processes, manage third-party vendors, and support strategies that strengthen our overall financial performance. `

Why you should choose Velocity:

This position offers competitive pay, great benefits including medical/dental/vision, 401(k) with matching, flexible spending accounts, a fun working environment and culture, generous paid time off, company-paid life insurance and disability, referral bonuses, paid holidays, discounted gym membership, tuition reimbursement, training and ongoing coaching, opportunities for career growth, employee reward and recognition system, employee, and family events, and more!

Velocity provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, genetics, sexual orientation, national origin, age disability, or status as a covered veteran in accordance with applicable federal, state and local laws.