Collections Manager

Bellwether Community Credit Union; Nashua (NH); On-site; USD 75,000 - 110,000; Full time

Job summary

Bellwether Community Credit Union in Nashua, NH is seeking a Collections Manager to lead the Collections Department and guide recovery efforts while protecting the financial strength of the Credit Union.

You will supervise staff, manage delinquency queues, coordinate with attorneys and third parties, ensure regulatory compliance, and report on delinquencies, recoveries, and charge-offs.

Qualifications

• 5+ years in loan servicing/collections/credit administration or related area.
• 2+ years of supervisory or leadership experience.
• Experience in a credit union or financial institution preferred.
• Strong knowledge of consumer loan collections and applicable laws.
• Experience with bankruptcy, repossession, foreclosure, and credit reporting.
• Strong interpersonal and communication skills with members facing challenges.
• Excellent judgment, organization, follow-through, and attention to detail.
• Intermediate mathematical skills including decimals, percentages, and fractions.
• High school diploma plus additional coursework or equivalent experience.

Responsibilities

• Lead and develop the Collections team.
• Manage delinquency and collection activities across the loan portfolio.
• Navigate complex account situations with attorneys and outside parties.
• Protect accuracy, compliance, and the Credit Union in reporting and processes.

Skills

Leadership

Communication

Interpersonal skills

Judgment

Organizational skills

Attention to detail

Mathematical skills

Consumer loan collections knowledge

Regulatory knowledge

Education

High school diploma + post-secondary coursework or equivalent

Job description

Job Details: Job Location: Nashua - Nashua, NH 03063, Collections Manager

At Bellwether Community Credit Union, we believe that financial challenges are best met with empathy, expertise, and solutions. As our Collections Manager, you'll lead the team responsible for helping members navigate difficult payment situations while protecting the financial strength of our Credit Union.

This is a leadership role with meaningful impact. You'll oversee the day-to-day operations of the Collections Department, guide collection and recovery efforts, support complex member situations, and ensure our practices are professional, compliant, accurate, and consistent.

What You'll Do

Lead and develop the Collections team

• Supervise, coach, train, schedule, and support employees.
• Provide guidance on complex and sensitive collection situations and escalated member calls.
• Evaluate processes and recommend improvements that strengthen both results and the member experience.

Manage delinquency and collection activities

• Oversee daily delinquency queues and ensure accounts are assigned and worked appropriately across the loan portfolio.
• Ensure timely, professional contact with members and co-makers regarding past-due loans.
• Work with members to understand the reasons behind delinquency and develop realistic plans to bring accounts current.
• Partner with the Business Services Team on delinquent commercial accounts.
• Maintain complete and accurate documentation of collection efforts and member interactions.
• Monitor assigned collection queues and step in when situations require additional expertise or leadership.

Navigate complex account situations

• Coordinate with outside attorneys and collection agencies when appropriate, monitoring their activities and results.
• Work with Loan Servicing, attorneys, executors, and other parties on deceased-member loan accounts.
• Coordinate loan modifications and extensions, including required documentation and file maintenance.
• Oversee bankruptcy accounts, including reviewing files, filing claims, attending hearings, coordinating with trustees, and ensuring accurate credit reporting.
• Manage the repossession and disposition of Credit Union collateral and ensure required reporting is completed accurately and timely.
• Coordinate foreclosure activities, ensuring all required regulatory steps are followed and approvals are obtained.
• Prepare bid strategies and work with attorneys throughout the foreclosure process.
• Recommend consumer and commercial loan charge-offs and manage the monthly charge-off process.

Protect accuracy, compliance, and the Credit Union

• Ensure collection activities comply with Credit Union policies, applicable laws, and regulatory requirements.
• Monitor credit reporting for accuracy and investigate and correct errors promptly.
• Use the Metro 2 Credit Reporting guidelines to support accurate reporting when needed.
• Ensure required regulatory notices are issued for delinquent mortgage loans.
• Understand and comply with BSA requirements.
• Maintain strict confidentiality and sound judgment when handling sensitive member information.
• Prepare monthly and quarterly reports for Credit Committee covering delinquencies, recoveries, and charge-offs.
• Present collection updates to Credit Committee as a non-voting member and elevate high-priority situations to the VP/Lending and Executive Management Team.

What We’re Looking For

• At least 5 years of progressively responsible experience in loan servicing, collections, credit administration, or a related area.
• At least 2 years of supervisory or leadership experience.
• Experience in a credit union or financial institution is highly preferred.
• Strong knowledge of consumer loan collections and applicable collection laws and regulations.
• Experience with bankruptcy, repossession, foreclosure, credit reporting, and related processes is preferred.
• Strong interpersonal and communication skills, particularly when working with members experiencing financial challenges.
• Excellent judgment, organization, follow-through, and attention to detail.
• Intermediate mathematical skills, including decimals, percentages, fractions, and related calculations.
• A high school diploma plus additional post-secondary coursework or equivalent experience and knowledge.

Credit Union Values

• People First
• Local Focus
• Always Learning
• Driven with Purpose
• Own Our Outcomes

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