Strategic Collections & Loan Servicing Leader

ADP, Inc.; Santa Ana (CA); On-site; USD 95,000 - 119,000; Full time

Benefits offered by this job

401(k) match

Discretionary bonus

Educational grants

Vacation days

Health insurance

Job summary

Orange County's Federal Credit Union is seeking a Collections and Loan Servicing Manager in Santa Ana, CA to lead daily collections operations and ensure compliant processes. You will drive strategic planning, coach associates, and protect member goodwill while managing relationships with mortgage servicers.

The role emphasizes leadership fundamentals, regulatory compliance, and the development of an annual plan to reduce losses and maximize retention.

Qualifications

• Three to Five years relevant collection and recovery experience in a financial institution.
• Three years of experience in coaching and developing associates.
• Knowledge of the Fair Debt Collections Practices Act, Reg B and Reg Z, bankruptcy procedures, delinquency activities and financial counseling.
• Excellent communication/influence skills both verbally and in writing with strong presentation skills to produce reports and conduct group facilitations.
• Ability to manage multiple complex projects within required timelines and expectations.

Responsibilities

• Oversees all Team operations to maintain accuracy, compliance with regulatory requirements and an efficient workflow.
• Audits collection queues to track delinquencies, charge offs and recoveries.
• Determines appropriate action in high-risk loss cases for the credit union.
• Conducts queue management to ensure even distribution of accounts and provides feedback.
• Audits departmental files to ensure accuracy of transactions and determines course of action.
• Manages the relationship with our first mortgage servicer.
• Develops annual strategic plan with priorities, objectives and action plans.
• Selects, develops, and coaches Associates to create an exceptional Member service experience and collect past due funds.
• Evaluates performance and recommends promotions, salary increases and corrective action when appropriate.
• Supports Enterprise Risk Management and risks in Loan Servicing activities.
• Manages the credit report dispute process through E-Oscar with timely responses.
• Remains current on laws and regulations affecting operations and implements changes to maintain compliance.

Job description

Orange County's Federal Credit Union is seeking a Collections and Loan Servicing Manager in Santa Ana, CA to lead daily collections operations and ensure compliant processes. You will drive strategic planning, coach associates, and protect member goodwill while managing relationships with mortgage servicers.

The role emphasizes leadership fundamentals, regulatory compliance, and the development of an annual plan to reduce losses and maximize retention.