Collections Manager

Neighbors Credit Union; St. Louis (MO); On-site; USD 45,000 - 56,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Short Term and Long-Term Disability

HRA and FSA

401(k) with matching contributions

Tuition Reimbursement

Birthday Time Off

Vacation Time Off

Sick Time Off – Can be used for both员工

Paid Parental Leave

Job summary

Neighbors Credit Union is seeking a Member Solutions Manager in Missouri to lead the Collections Department, ensure compliant, risk-balanced delinquency management, and drive member-centric recoveries.

You will supervise staff, manage vendors, oversee legal recoveries, and continually improve collection processes while aligning with policies, regulators, and industry best practices to maximize recoveries and efficiency.

Qualifications

• 5+ years of experience in collections or related financial field.
• Supervisory experience required.
• Knowledge of federal and state collection laws and regulations.
• Able to lead staff and improve processes.

Responsibilities

• Lead, coach, develop, and supervise Collections staff.
• Direct delinquency portfolio and recovery strategies while ensuring compliance.
• Oversee all recovery operations including charge-offs, bankruptcies, etc.
• Review hardship requests, deferments, and loan modifications.
• Manage collection systems, payment processing, and third-party vendors.
• Monitor KPIs, reporting, QA, and process improvements.
• Serve as liaison with auditors, regulators, and examiners.

Skills

Staff leadership

Coaching

Performance management

Vendor management

Regulatory knowledge

Education

Two year college degree or equivalent certification

Specialized certification or license

Job description

Primary Function

The Member Solutions Manager is responsible for the daily leadership, administration, and operational oversight of the Collections Department. This role ensures delinquent accounts are managed in accordance with credit union policies, regulatory requirements, and industry best practices while balancing risk mitigation with an exceptional member experience. The Member Solutions Manager serves as the department's subject matter expert, oversees legal recovery efforts, manages vendor relationships, develops staff, and continually improves collection processes to maximize recoveries and operational efficiency.

Description

Primary Function

The Member Solutions Manager is responsible for the daily leadership, administration, and operational oversight of the Collections Department. This role ensures delinquent accounts are managed in accordance with credit union policies, regulatory requirements, and industry best practices while balancing risk mitigation with an exceptional member experience. The Member Solutions Manager serves as the department's subject matter expert, oversees legal recovery efforts, manages vendor relationships, develops staff, and continually improves collection processes to maximize recoveries and operational efficiency.

Primary Responsibilities

• Lead, coach, develop, and supervise Collections staff, including performance management, training, scheduling, daily operational support, and monitoring staff effectiveness.
• Manage the delinquency portfolio by directing collection activities, loss mitigation efforts, and recovery strategies while ensuring compliance with credit union policies and applicable federal and state regulations.
• Oversee all recovery operations, including charge-offs, bankruptcies, repossessions, foreclosures, legal actions, insurance claims, consumer disputes, credit reporting, garnishments, levies, shared secured offsets, and post-charge-off recoveries.
• Review and approve hardship requests, deferments, loan modifications, workout arrangements, and other member assistance programs.
• Manage collection systems, payment processing, third-party vendors, outsourced collection agencies, and recovery partners.
• Monitor departmental performance through key performance indicators (KPIs), reporting, quality assurance, and process improvement initiatives to enhance collection effectiveness and operational efficiency.
• Serve as the department liaison with internal departments, auditors, legal counsel, regulators, and state and NCUA examiners.
• Develop, maintain, and recommend improvements to collection policies, procedures, strategies, and workflows to strengthen compliance, operational efficiency, and member service.
• Maintain current knowledge of federal and state collection laws, regulations, lending principles, collection best practices, and the credit union philosophy to ensure effective and compliant collections operations.
• Participate in departmental and organizational projects while serving as the subject matter expert for collections operations.

Experience

• 5+ years of experience in collections, recovery, or a related financial field, preferably in a credit union or banking environment.
• Supervisory Experience

Education

• Two year college degree, completetion of a specialized certification or licenseing, completeion of specialized training courses by vendors or job specific skills aquired through an apprentieship program.

Rewards

Salary Range: $32.60 - $40.75

This position is full time and will be eligible for benefits, and an annual incentive plan.

We have excellent opportunities for career advancement and professional development.

Schedule

Monday through Friday 8:00 am to 5:00 pm

Supplemental Pay

Yes

Benefits (Starting the first of the month following your start date)

• Medical
• Dental
• Vision
• Life Insurance
• Short Term and Long-Term Disability
• HRA and FSA
• 401(k) with matching contributions.
• Tuition Reimbursement
• Birthday Time Off
• Vacation Time Off
• Sick Time Off – Can be used for both employee and family.
• Paid Parental Leave (Up to 12 weeks)