Director Consumer Collections

truliantfcu; Winston-Salem (NC); On-site; USD 120,000 - 190,000; Full time

Job summary

Truliant Federal Credit Union is seeking a Director of Consumer Collections in Winston-Salem, NC. You will lead the consumer collections function, shaping strategy, operations, and performance across delinquency, bankruptcy, repossession, and recovery.

You will partner with senior leadership and legal to improve processes, manage the department budget, and ensure compliant, member‑focused outcomes. Excellent communicator with strong analytics is required.

Qualifications

• Advanced knowledge of consumer collections, bankruptcy, repossession, foreclosure, recovery, and call center practices.

Responsibilities

• Set and refine collections strategies, policies, and performance goals to reduce delinquency and charge-offs.
• Use reporting and KPIs to identify risk and guide executive decisions.
• Coach leaders, oversee vendors, and ensure consistent execution across complex collection activities.

Skills

Consumer collections

Bankruptcy

Repossession

Foreclosure

Recovery

Call center practices

Regulatory knowledge

Data interpretation

Leadership

Education

Bachelor's degree

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, and 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 act