Collections Team Lead – Coaching, Compliance & Member Experience

Suffolk Credit Union; Medford (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health plans

401(k) matching

Work-life balance

Employee engagement activities

Community involvement

Job summary

Suffolk Credit Union is seeking an Assistant Manager of Collections in New York to lead the Collections Department, supervise staff, and ensure adherence to FDCPA, FCRA, and NCUA guidelines while focusing on member experience.

The role requires 3–5+ years in collections and strong leadership, with proficiency in core banking systems (DNA) and Temenos LMS. A Bachelor's degree is preferred; professionalism and collaborative approach are valued.

Qualifications

• Strong knowledge of collections operations and delinquency management.
• Demonstrated supervisory and coaching skills with accountability.
• Solid understanding of FDCPA, FCRA, bankruptcy, and NCUA guidance.

Responsibilities

• Supervises collections staff and manages daily work queues, assignments, and priorities.
• Coaches staff and provides performance feedback; coordinates with Manager on action plans.
• Oversees delinquency management, payment plans, skip tracing, and follow-ups.
• Monitors productivity, call quality, and service standards; ensures compliance.
• Reviews and approves routine collection actions and documentation within authority.
• Acts as escalation point for member complaints and complex issues.
• Maintains delinquency and payment plan reports and data integrity.
• Oversees repossessions, bankruptcies, and related workflows; coordinates with vendors.
• Assists with reporting, audits, and process improvements.
• Serves as acting Manager in Manager's absence.

Skills

Collections operations

Supervisory skills

Regulatory knowledge

Communication

Time management

Professionalism

Education

Associate or Bachelor's degree

Tools

Core banking systems (DNA)

Temenos LMS

Job description

Suffolk Credit Union is seeking an Assistant Manager of Collections in New York to lead the Collections Department, supervise staff, and ensure adherence to FDCPA, FCRA, and NCUA guidelines while focusing on member experience.

The role requires 3–5+ years in collections and strong leadership, with proficiency in core banking systems (DNA) and Temenos LMS. A Bachelor's degree is preferred; professionalism and collaborative approach are valued.