Consumer Collections Manager (Hybrid in Syracuse, NY)

Empower Federal Credit Union; City of Syracuse (NY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Empower Federal Credit Union is seeking a Consumer Collections Manager to lead the Collections Department. This hybrid role in Syracuse involves supervising staff, analyzing financial situations, and implementing sound collection strategies to ensure compliance and effective recovery efforts. Join a culture that values teamwork, integrity, and professional development, all while contributing to the financial health of our organization.

Benefits

Medical and Dental Insurance

401K with Employer Match

Paid Time Off

Qualifications

• 3-5 years of experience in collections or financial services, including supervisory experience.
• Knowledge of collections procedures and regulations.
• Proficient in using PCs and standard office equipment.

Responsibilities

• Oversee daily operations of the Collections Department.
• Analyze delinquency and charge-off trends.
• Ensure compliance with regulations and internal policies.

Skills

Supervisory Skills

Communication

Analytical Skills

Interpersonal Skills

Education

Two-year college degree or specialized course

Tools

Spreadsheet software

Word processing software

Job description

Consumer Collections Manager (Hybrid in Syracuse, NY)

Join to apply for the Consumer Collections Manager (Hybrid in Syracuse, NY) role at Empower Federal Credit Union

Consumer Collections Manager (Hybrid in Syracuse, NY)

1 week ago Be among the first 25 applicants

Join to apply for the Consumer Collections Manager (Hybrid in Syracuse, NY) role at Empower Federal Credit Union

Empower FCU Purpose: At every stage of life, positively impact members by providing affordable financial services.

Empower FCU Core Values: Fairness, Integrity & Honesty

Empower FCU Strategic Pillars

• World-Class Employee Experience
• Best-In-Class Member Experience
• Growth for Impact
• Shared Value in the Community
  
  

Empower Federal Credit Union offers excellent benefits including...

Medical and Dental Insurance, 401K with Employer Match, Holiday Pay, Paid Time Off and more!

A World-Class Employee Experience: We are at our best when we are developing genuine relationships, looking out for one another, freely and honestly sharing information, and working together. We succeed when we rise above our departments, roles, and individual interests to come together, to move forward together. Each of us plays a crucial role in creating a positive work environment and we encourage all our employees to actively contribute to embracing Empower’s values and supporting those around you.

Be Yourself, Belong with Empower: The strength of Empower is in the unique backgrounds, voices, talents, & experiences of each person. With a culture of belonging, we enable teamwork, spark innovation, and fuel success.

Please note: All candidates will be subject to a background check to determine employment eligibility. For roles that require an NMLS you may be subject to a credit check.

Role

The Consumer Collections Manager is responsible for overseeing the daily operations of the Collections Department to ensure effective recovery efforts and regulatory compliance. This role involves supervising and developing staff, monitoring delinquency and charge-off trends, maintaining accurate and compliant collection records, and analyzing borrower financial situations to determine appropriate actions. The Consumer Collections Manager plays a key role in maintaining department performance standards, supporting continuous training and education, and contributing to the overall financial health of the organization through sound collection strategies and leadership.

Location: Our headquarters are based in Syracuse, NY. We work in a Hybrid Model requiring a minimum of 5 days in office per month.

Essential Functions & Responsibilities

35% Supervise Collections Department Operations:

• Lead and manage the daily operations of the Collections Department in alignment with company policies and regulatory standards.
• Schedule staff, assign tasks, and ensure appropriate coverage to meet operational needs.
• Provide coaching, mentoring, and performance feedback to support employee growth and accountability.
• Conduct performance reviews and guide team members in making informed, customer-focused decisions.
• Foster a collaborative, results-driven work culture that encourages continuous improvement.
  
  

25% Monitor Delinquency & Underwriting Trends:

• Track and analyze trends in underwriting that contribute to delinquency or charge-offs.
• Identify potential risk factors and recommend procedural or policy changes to mitigate loss exposure.
• Collaborate with risk and underwriting teams to address emerging challenges.
  
  

15% Maintain Ongoing Staff & Self-Education:

• Ensure department staff receive regular training on collection procedures, compliance, and customer service standards.
• Pursue ongoing professional development to stay informed on regulatory updates, industry trends, and technology.
• Organize or lead internal training initiatives to promote consistent practices and compliance awareness.
  
  

10% Ensure Accurate & Compliant Recordkeeping:

• Oversee proper documentation of all collection activities to ensure records are complete, accurate, and compliant.
• Conduct regular audits of account files and collection processes to maintain quality control.
  
  

10% Analyze Delinquent Accounts & Recommend Solutions:

• Assess the financial condition of delinquent borrowers and determine appropriate courses of action.
• Recommend solutions such as payment plans, settlements, or restructuring to bring accounts current.
• Use data analysis and sound judgment to guide decision-making and resolve complex cases effectively.
  
  

5% Special Projects & Additional Duties:

• Support special projects and initiatives as assigned by leadership.
• Perform all other duties as assigned.
  
  

Performance Measurements

See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.

Knowledge And Skills

Experience: 3 to 5 years of progressive experience in collections or financial services is highly desirable, including supervisory or team leadership experience.

• Candidates who demonstrate the ability to manage staff, drive performance, and contribute to operational improvements will be well suited for this role.
• Additionally, experience in coaching, mentoring, and fostering team development is highly valued and considered a strong asset.
  
  

Education: A two-year college degree or completion of a specialized course of study at a business or trade school, or equivalent practical work experience.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills

• In-depth knowledge of collections procedures and practices.
• Familiarity with federal and state regulations affecting collections.
• Effective communication and supervisory skills.
• Proficient in spreadsheet and word processing software.
• Skilled in the use of PCs, 10-key calculators, and standard office equipment.
• Ability to analyze problems, collect data, establish facts, and draw valid conclusions.
  
  

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for long periods at a time, use hand to finger, handle, or feel, and to talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Empower Federal Credit Union (EFCU) and its affiliated companies know employees are our greatest asset. We take pride in our commitment to member service, teamwork, and excellence. We offer employees a work environment designed to encourage personal and professional development. Empower Federal Credit Union is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic including race, religion, ethnicity, color, national or ethnic origin, age, sex, sexual orientation, gender identity or expressions, transgender status, sexual or other reproductive health decisions, marital status, ancestry, citizenship status, physical or mental disability, genetic information/ predisposition or carrier status, status in the uniformed services of the United States (including veteran status) or any other basis protected by applicable national, federal, state, provincial or local law. Our equal employment opportunity policy statement, the EEO is the Law Poster and Supplement, and Pay Transparency Nondiscrimination Provision reaffirm our commitment.

Empower Federal Credit Union Is Committed To Equal Opportunity To Qualified Persons Without Regard To Basis Of Race, Religion, Ethnicity, Color, National Or Ethnic Origin, Age, Sex, Sexual Orientation, Gender Identity Or Expressions, Transgender Status, Sexual Or Other Reproductive Health Decisions, Marital Status, Ancestry, Citizenship Status, Physical Or Mental Disability, Genetic Information/ Predisposition Or Carrier Status, Status In The Uniformed Services Of The United States (including Veteran Status) Or Any Other Basis Protected By Applicable National, Federal, State, Provincial Or Local Law. Empower Federal Credit Union Will Make Reasonable Accommodations For Known Physical Or Mental Limitations Of Otherwise Qualified Employees And Applicants With Disabilities Unless The Accommodation Would Impose An Undue Hardship On The Operation Of Our Business. If You Are Interested In Applying For An Employment Opportunity And Feel You Need a Reasonable Accommodation Pursuant To The ADA, Please Contact Us Through One Of The Methods Listed Below

• Fax: [phone]
• US Mail: 1 Member Way Syracuse, NY 13212
• Phone: [phone]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Accounting/Auditing and Finance

• Industries

  Banking

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