Collections Assistant Manager, Full-Time, Remote (MA, NH or GA only)

Digital Federal Credit Union; Massachusetts; Remote; USD 78,000 - 89,000; Full time

Job summary

A leading credit union is seeking a Collections Assistant Manager to direct operations aimed at minimizing delinquency and charge-off ratios. You will lead a team, analyze portfolio trends, and recommend process improvements. The ideal candidate has a Bachelor’s degree, 5+ years in managerial roles, and knowledge of relevant collection laws. This position offers a competitive salary range of $78,900 - $88,800 and promotes a positive workplace culture.

Qualifications

• Minimum of 5 years of progressive management experience in consumer collection and/or lending.
• Previous management experience in a call center and/or financial institution preferred.
• Knowledge of the Fair Debt Collection Act and Fair Credit Reporting Act.

Responsibilities

• Direct daily activities of the Collections Department staff for timely responses.
• Recommend loan workout options to Consumer Loan and Mortgage departments.
• Provide leadership, support, guidance, and training to staff.

Skills

Strong analytical skills

Excellent communication skills

Ability to think strategically

Education

Bachelor's degree in business-related field

Job description

Collections Assistant Manager, Full-Time, Remote (MA, NH or GA only)

Job Category: Collections

Requisition Number: COLLE006031

• Posted: October 2, 2025
• Full-Time

Locations

Showing 1 location

xxx, MA 00000, USA

Description

Schedule

Mon - Fri: 8 AM - 5 PM (40 Hours)

What You’ll Do

Summary/Objective: To provide support to the Collections Manager and/or Director of Collections and to direct the department’s ongoing effort to achieve the lowest possible delinquency and charge off ratios. Manages and coordinates the daily activities of team leaders and staff to ensure adherence to the credit union’s policies, procedures and regulatory guidelines. Regularly evaluates collection operations and processes and presents recommendations to make the department more efficient through the use of technology or redistribution of duties.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Direct daily activities of the Collections Department staff to ensure proper and timely response and handling to all member accounts in non-performing status.
• Recommend loan workout options to Consumer Loan and Mortgage departments
• Identifies, analyzes, and measures portfolio trends, providing regular updates to management.
• Coordinates and monitors performance of all collections vendors
• Participate in monthly meetings with the Consumer Loan Department to review trends in underwriting and collection activity.
• Work with the Collections Manager and/or Director of Collections to develop an effective department incentive program. Monitor the program and recommend changes when necessary.
• Review repossessions and remarketing of repossessed collateral, in order to make informed decisions and recommendations for the disposal while limiting the credit union’s exposure.
• Conduct periodic analysis for mortgage loan to values on delinquent accounts.
• Manage investor/PMI mortgages in default in order to ensure compliance with policies and regulations.
• Provide leadership, support, guidance, training and supervision to staff
• Participates in all collections related audits and respond to internal audits
• Manage escalations from members and provide timely resolutions and/or additional information
• Utilize the Collection Package, XP and LoanServ to obtain necessary data and statistics to create reports and/or charts for Collections. Analyze Collections statistical data
• Monitor daily department service level and make adjustments as necessary
• Keep informed of industry trends for collection practice by reading industry articles
• Manage projects related to department’s and organizations strategic, financial, efficiency and operational goals
• Fosters a team and call center culture that specializes in people and performance management, coaching and development, and employee engagement to the extent that performance and results are considered best in results, effectiveness, cost efficiency, compliance, and member
• Meets with Team Leaders and Quality Assurance specialist to discuss call monitoring results and implement department trainings and recommend changes to training
• Conduct brainstorming sessions to encourage efficiency, process innovation ideas in reducing delinquency and charge-off ratios.
• Participate in and/or facilitate team project and focus groups as assigned by the Dept. Manager
• Perform other job-related duties as assigned by Managers(s).

What You’ll Need

Education and Experience Requirements:

• Bachelor's degree in business-related field or equivalent experience required
• Minimum of 5 years progressive management experience in consumer collection and/or lending
• Previous management experience in a call center and/or financial institution preferred
• Strong analytical skills, ability to think strategically and influence business decisions
• Excellent communication skills and utilization of computer applications
• Knowledge of the Fair Debt Collection Act, Fair Credit Reporting Act and other applicable collection laws

Additional Eligibility Requirements:

• Previous experience in a call center and/or financial institution preferred
• Knowledge of the Fair Debt Collection Act, Fair Credit Reporting Act and other applicable collection laws
• Ability to handle multiple priorities.

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance and a community that cares.

DCU is an equal-opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

DCU is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Excepted Pay Range: $78,900 - $88,800