Director Consumer Collections

Truliant Federal Credit Union; Salem (NC); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid holidays

Tuition reimbursement

Job summary

Truliant Federal Credit Union is seeking a Director of Consumer Collections to shape strategies, standards, and team performance across early and late stage delinquency, bankruptcy, and recovery. This leadership role demands a thoughtful, decisive leader who can translate complex data into clear actions that protect members and the credit union.

You will partner with senior leaders, manage budgets, and drive compliant, member-focused outcomes while developing people and optimizing processes in a

Qualifications

• 7+ years of collections experience.
• 5+ years of management experience overseeing teams and budgets.

Responsibilities

• Lead collections strategy across delinquency stages and recovery.
• Ensure compliance with FDCPA, FCRA, FACTA, TCPA and fair lending requirements.
• Partner with leadership to optimize processes and vendor relationships.

Skills

Collections leadership

Regulatory knowledge

Data-driven decision making

Coaching & team development

Microsoft Excel/Outlook

Education

Bachelor's degree or equivalent

Tools

Call center tech

Analytics tools

Job description

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Why this role matters

At Truliant Federal Credit Union, collections is about more than managing risk. It is about protecting the financial strength of the credit union while helping members navigate challenging moments with respect, clarity, and sound options.

As Director Consumer Collections, you will shape the strategies, standards, and team performance that reduce losses, improve recoveries, and support responsible member outcomes. This role is a strong fit for a thoughtful, decisive leader who enjoys turning complex challenges into clear action and helping teams perform at their best.

What you'll do

You will lead Truliant's consumer collections function, with ownership of strategy, operations, team development, compliance, and results across early and late stage delinquency, bankruptcy, repossession, foreclosure, recovery, and related activities.

Day to day, you'll:

• Set and refine collections strategies, policies, and performance goals that reduce delinquency and charge offs while supporting fair, member focused solutions.
• Use reporting, trends, and key performance indicators to identify risk, communicate insights to executive leadership, and guide timely decisions.
• Coach leaders and team members, oversee third party partners, and strengthen consistent execution across complex collection and recovery activities.

Beyond that, you will partner with senior leadership, legal counsel, vendors, and teams across the credit union to improve processes, manage the department budget, and ensure collections practices remain effective, compliant, and aligned with Truliant's culture.

What you bring

We are looking for an experienced collections leader who combines deep technical knowledge with sound judgment, clear communication, and a genuine commitment to serving members. You know how to hold teams accountable while creating the structure, coaching, and support they need to succeed.

Required Experience:

• 7+ years of collections experience.
• 5+ years of management experience, including responsibility for team performance and operational results.

Required Skills:

• Advanced knowledge of consumer collections, bankruptcy, repossession, foreclosure, recovery, and call center practices and technology.
• Working knowledge of collections and lending regulations, including FDCPA, FCRA, FACTA, TCPA, and fair lending requirements, with the ability to maintain effective operational controls.
• Ability to interpret delinquency, loss, recovery, and performance data and translate findings into clear strategies, recommendations, and executive updates.
• Demonstrated ability to coach employees, lead change, manage multiple priorities, oversee vendors, and make sound decisions in complex or high pressure situations.
• Clear written and verbal communication skills, strong attention to detail, and intermediate proficiency with Microsoft Excel, Word, and Outlook.

Education/Certifications:

• Bachelor's degree or equivalent experience is required.

You should also be comfortable balancing empathy with accountability, protecting confidential information, and making timely decisions with minimal supervision when members, employees, or business partners are navigating difficult situations.

What sets you apart

You don't need to check every box, but here's what will help you thrive in this role:

• Experience leading collections within a credit union or another member focused financial institution.
• A track record of strengthening collections operations through analytics, technology, process improvement, or well managed vendor partnerships.
• Experience presenting portfolio trends, risk insights, and strategic recommendations to senior or executive leaders.

What you'll get

We believe in supporting our team members both professionally and personally.

In this role, you can expect:

• Meaningful leadership work that directly supports Truliant's mission of improving members' lives while protecting the long term strength of the credit union.
• The opportunity to shape strategy, develop people, and influence decisions across a highly visible area of the business.
• A collaborative, inclusive workplace where team members are encouraged to contribute their perspectives, build strong partnerships, and grow their careers.
• Competitive compensation and benefits, along with programs and resources designed to support well being, work life balance, and long term development.

People enjoy working at Truliant because the culture connects purpose with action, giving leaders the opportunity to make a measurable business impact while helping members move toward stronger financial futures.

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursementShort and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account