Collections and Loan Servicing Manager

ADP, Inc.; Santa Ana (CA); On-site; USD 95,000 - 119,000; Full time

Benefits offered by this job

401(k) match

Discretionary bonus

Educational grants

Vacation days

Health insurance

Job summary

Orange County's Federal Credit Union is seeking a Collections and Loan Servicing Manager in Santa Ana, CA to lead daily collections operations and ensure compliant processes. You will drive strategic planning, coach associates, and protect member goodwill while managing relationships with mortgage servicers.

The role emphasizes leadership fundamentals, regulatory compliance, and the development of an annual plan to reduce losses and maximize retention.

Qualifications

• Three to Five years relevant collection and recovery experience in a financial institution.
• Three years of experience in coaching and developing associates.
• Knowledge of the Fair Debt Collections Practices Act, Reg B and Reg Z, bankruptcy procedures, delinquency activities and financial counseling.
• Excellent communication/influence skills both verbally and in writing with strong presentation skills to produce reports and conduct group facilitations.
• Ability to manage multiple complex projects within required timelines and expectations.

Responsibilities

• Oversees all Team operations to maintain accuracy, compliance with regulatory requirements and an efficient workflow.
• Audits collection queues to track delinquencies, charge offs and recoveries.
• Determines appropriate action in high-risk loss cases for the credit union.
• Conducts queue management to ensure even distribution of accounts and provides feedback.
• Audits departmental files to ensure accuracy of transactions and determines course of action.
• Manages the relationship with our first mortgage servicer.
• Develops annual strategic plan with priorities, objectives and action plans.
• Selects, develops, and coaches Associates to create an exceptional Member service experience and collect past due funds.
• Evaluates performance and recommends promotions, salary increases and corrective action when appropriate.
• Supports Enterprise Risk Management and risks in Loan Servicing activities.
• Manages the credit report dispute process through E-Oscar with timely responses.
• Remains current on laws and regulations affecting operations and implements changes to maintain compliance.

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Collections and Loan Servicing Manager

Regular Full-Time Management Headquarters North, Santa Ana, CA, US

Salary Range: $95,000.00 To $119,000.00 Annually

At Orange County’s Federal Credit Union (OCFCU), banking is personal—and it always has been. For more than 87 years, we’ve built genuine relationships, provided trusted guidance, and put people before transactions to help our members achieve life’s most important milestones.

Today, with more than $3 billion in assets and 145,000+ members, we continue to grow while staying true to the values that have made us one of Orange County’s most respected financial institutions. We’ve been named #1 Credit Union by the Orange County Register for several years and most recently in 2024 & 2025. We’re also honored with workplace satisfaction—driven directly by employee voices. When you join OCFCU, you’re joining a workplace where people genuinely enjoy showing up and feel empowered to do meaningful, impactful work every day.

As the Collections and Loan Servicing Manager you'll utilize the Leadership fundamentals of strategic thinking, executing for results, leading talent, and developing personal proficiency. A key function you can look forward to is managing the daily collections operations within the credit union policies and procedures to ensure a minimum loss of funds and maximum retention of member goodwill.

ESSENTIAL DUTIES:

• Oversees all Team operations to maintain accuracy, compliance with regulatory requirements and an efficient workflow.
• Audits collection queues to track and monitor delinquencies, charge offs and recoveries
• Determines appropriate action to be taken in cases, which are of a potential large fund loss, sensitive or high risk to the credit union.
• Conducts queue management to ensure even distribution of accounts – reviews efforts of the Team and provides feedback
• Audits, on a periodic basis, departmental files to ensure proper maintenance and accuracy of transactions, determines course of action.
• Manages the relationship with our first mortgage servicer
• Responsible for updating senior management regarding changes and trends within the loan portfolio as it relates to delinquency.
• Responsible for the development of an annual strategic plan with specific priorities, objectives, initiatives, and action plans.
• Selects, develops, and coaches Associates to create an exceptional Member service experience, and collecting past due funds and negative shares. Looks for opportunities to reward and gives recognition frequently to deserving Associates.
• Evaluates work performance of Associates through regularly scheduled reviews and one on ones, recommends promotions, salary increases and corrective action when appropriate.
• Makes recommendations of change within department. I.e., programs/policies or procedures that will improve efficiencies or member service.
• Supports the Credit Union’s Enterprise Risk Management and risks inherent in Loan Servicing activities.
• Manages the credit report dispute process through E-Oscar to ensure responses are submitted within the allotted time frame.
• Remains current on laws and regulations that affect operations. Recommends and implements changes to maintain compliance.

QUALIFICATIONS:

Experience/ Training/ Education:

• Three to Five years relevant collection and recovery experience in a financial institution. Experience in customer relations, problem resolution and error correction.
• Three years of experience in coaching and developing associates.

Knowledge/ Skills/ Abilities:

• Knowledge of the Fair Debt Collections Practices Act, Reg B and Reg Z, bankruptcy procedures, delinquency activities and financial counseling.
• Excellent communication/influence skills both verbally and in writing and excellent telephone manner, with strong presentation skills to be able to produce reports, conduct presentations and group facilitations.
• Able to manage and execute multiple complex projects within required timelines and expectations.
• Requires good memory, knowledge retention skills and ability to multi-task, prioritize projects and duties effectively. Requires excellent follow-through skills.
• Ability to accurately perform mathematical calculations.
• Ability to interface with others in a positive and professional manner.

What We Offer

• A People-First Culture: We lead with empathy and authenticity.
• Anthem HMO/PPO, Delta Dental, and Unum options – from day one!
• 401(k) with up to 6% employer match
• Annual discretionary bonus
• Annual merit increase
• Educational grants up to $1,000
• 18 vacation days/year (increases to 21 after 5 years)
• Final offers based on qualifications, experience, and internal equity. The range for the Collections and Loan Servicing Manager role is $95k - $118k annually.

Orange County's Federal Credit Union is an Equal Opportunity Employer. Pre-employment screenings, including background and credit checks, are required.