Manager Collections Recovery

PenFed Credit Union; San Antonio (TX); On-site; USD 69,000 - 128,000; Full time

Job summary

PenFed Credit Union seeks a Manager Collections Recovery to lead the recovery unit at the San Antonio Service Center. You will drive strategy, oversee the consumer charge-off portfolio, and coordinate debt sales, third-party assignments, and in-house recovery activities.

Equivalent combinations of education and experience are accepted. A Bachelor’s Degree and 8+ years in collections with 3+ years in leadership are required; AI tools experience is a plus.

Qualifications

• Bachelor's degree required.
• Eight+ years in collections focusing on asset recovery and pipeline management.
• Three+ years of supervisory/management experience.
• Experience managing multiple teams/functions and building relationships at various levels.
• Strong written and verbal communication skills.
• Leadership includes mentoring, coaching and team building.
• Proven time management, problem solving and multi-tasking abilities.
• Presentations skills with experience delivering data to management levels.
• Knowledge of technologies, analytics, methodologies in the discipline.
• Experience with AI tools preferred.

Responsibilities

• Supervise employees and recovery team members.
• Develop and implement performance management with KPIs and scorecards.
• Oversee tasks, scheduling, capacity, and performance evaluations for the unit.
• Identify training and cross-training opportunities and implement development plans.
• Establish succession plans and ensure compliance with regulations.
• Ensure accurate recording of recovery activity in systems and timely follow-up.
• Mentor staff to improve efficiency, quality, and knowledge.
• Oversee pipeline management of internal recovery on consumer loans.
• Monitor vendor performance and adjust strategy based on results.
• Produce daily, weekly, and monthly recovery reporting and analyses.

Skills

Leadership

Strategic planning

Team development

Communication

Time management

Education

Bachelor's Degree

Job description

PenFed is hiring a Manager Collections Recovery to work onsite at our San Antonio, Texas Service Center. The primary purpose of this role will be to drive the strategy of the unit and ensure corporate strategic initiatives are supported, and that processes are aligned with division targets in an efficient and effective manner. The role will also provide oversight and management of entire consumer charge-off portfolio including debt sales, 3rd party assignment of charged off loans and in-house charge-off recovery activity. The incumbent will oversee the day-to-day operational process of the recovery unit within Collections.

Equivalent combination of education and experience is considered.

• Bachelor’s Degree in related field required.
• Minimum of eight (8) years’ experience in collections with a focus on asset recovery and pipeline management required.
• Minimum of three (3) years’ supervisor / management experience required.
• Requires experience in managing multiple teams/functions and building relationships with people at a variety of levels.
• Knowledge of the roles, skills and technical knowledge required to achieve goals within the relevant technical discipline.
• Strong leadership capability includes interpersonal skills, mentoring, coaching, collaborating, and team building.
• Strong written and verbal communication skills.
• Effective time management, problem solving and multi-tasking skills.
• Effective presentation skills with experience delivering data to various management levels.
• Strong knowledge of technologies, analytics, methodologies, and practices in the relevant discipline.
• Experience with A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

Collection Association Certification preferred.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.

Travel

Ability to travel to various worksites and be on call is required.

Pay TransparencyThe anticipated starting hourly range for this role is $69,000.00 - $128,130.00This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.This position is eligible for an individual performance based annual bonus.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Manage and develop a team consisting of recovery specialist, recovery analyst and team lead ensuring all internal standards are met in a compliant manner in accordance with applicable federal/state regulations, guidance, and established standard levels of service.
• Implement performance management through developed score card system and team KPI’s providing coaching and feedback on at least a monthly basis.
• Oversee the assigned tasks and unit employees to include recruitment, scheduling, capacity, task completion, performance evaluations, KPI’s/Goals, and provide guidance on recovery related issues acting as a SME expert for the work of your unit.
• Identifies training and cross training opportunities for recovery collections staff as appropriate and implement training/development plans to alleviate single point of failure.
• Determine and implement succession plans as appropriate.
• Apply QC methods to ensure records all recovery activity in the appropriate collection systems, documenting the status of defaulted loans and follow up continually for pertinent documentation as required.
• Drive success of recovery unit and assigned personnel by consistently mentoring staff in individual and team performance, department policies and procedures, productivity, quality, job knowledge, and innovation while tracking capacity.
• Oversee pipeline management of internal recovery on consumer loans ensuring adherence to regulations, compliance, Q/A, and set internal recovery process.
• Oversee recovery analyst work ensuring that all work performed is free of defect and timelines/SLAs are met.
• Oversee vendor performance and determine adjustments in strategy based on results.
• Ensure the review and creation of accurate reporting including daily, weekly and monthly recovery reports, consolidating and interpreting various reports including portfolios that are serviced by collection agencies ensuring that goals are met or exceeded.
• Use data to identify trends, implement forecasting and model out projections to meet business needs.
• Develop and maintain a complete repository of all policies, procedures, process maps and controls that govern the work performed by the charge-off recovery unit.
• Provides effective communication and service to members, department staff, vendors, attorneys, court systems, and other departments.
• Collaborates with multiple lines of business for any updates/changes that may cause impact, including partnering with legal, compliance and business risk.
• Keeping abreast of all industry trends related to recovery collections staying informed of new ideas and developments through publications, membership in professional organizations and contact with other financial institutions.
• Drive and implement continuous improvement through identifying areas for improvement, implement automation and technology enhancements and driving projects that will increase overall efficiency.
• Review competitive market practices and provide recommendations to Senior Leadership concerning adjustments to programs in related areas.
• Participate in business unit and corporate initiatives as assigned to include coordinating and conducting team meetings regularly to review current credit union initiatives, performance results of unit or organization, and coordinate and/or provide training or re-training on credit union procedures and technical processes.
• May manage other charge-off collection processes as business dictates.