Resolution Support Manager

Position Purpose and Objectives

The Resolution Support Manager is responsible for the oversight and governance of all back-office legal, administrative, and post-charge-off recovery functions within Collections. This role leads the enforcement lifecycle from post-repossession and charge-off notices through garnishments, levies, judgments, and third-party legal recovery.

This position serves as the primary liaison to outside counsel and legal vendors and is accountable for minimizing legal risk while maximizing post-charge-off recoveries. This role protects the credit union’s financial position, regulatory standing, and reputational integrity.

• Oversee all post-charge-off legal recovery processes, including:
  • Wage garnishments
  • Bank levies
  • Writs of execution
  • Abstracts of judgment
  • Post-judgment discovery
• Ensure compliance with federal and state garnishment limitations, exemption rules, and statutory notice requirements.
• Monitor statute of limitations timelines and ensure timely legal escalation.
• Review and approve litigation referrals and enforcement actions.
• Oversee post-judgment payment arrangements and negotiated settlements.
• Ensure accurate tracking of judgments, balances, accruals, and recovery activity.

• Oversee preparation and issuance of:
  • Notice of Sale letters
  • Deficiency balance notices
  • Right-to-cure letters
  • Post-repossession and post-foreclosure notices
• Ensure compliance with:
  • UCC Article 9 requirements
  • Texas-specific repossession and foreclosure statutes
  • Federal wage garnishment laws (CCPA)
  • FDCPA (as applicable to legal and third-party activity)
  • CFPB collection communication standards
• Maintain documentation to support regulatory examinations and audits.
• Partner with Compliance to update templates and procedures in response to regulatory changes.

• Serve as primary liaison between the credit union and outside attorneys.
• Review pleadings, settlement recommendations, and enforcement strategies.
• Approve and monitor legal invoices and expenses.
• Establish and monitor service level agreements (SLAs) for outside counsel.
• Evaluate attorney performance based on recovery rates, legal cycle time, and cost efficiency.
• Ensure third-party legal partners operate within regulatory and policy standards.

• Develop and implement post-charge-off recovery strategies.
• Determine appropriate placement of accounts with outside agencies or legal counsel.
• Monitor recovery rates and deficiency balance performance.
• Establish settlement authority guidelines and recommend policy adjustments.
• Analyze recovery trends and provide strategic recommendations to improve net recovery ratios.
• Ensure proper accounting treatment and reconciliation of post-charge-off recoveries.
• Work with Accounting to ensure proper posting and GL reconciliation.

• Lead and develop Resolution Support Specialists and related support staff.
• Oversee administrative workflows supporting Collections and Loss Mitigation, including processing offsets, charge off’s, credit bureau updates, etc.
• Ensure accurate system coding, documentation, and reporting.
• Implement internal controls to mitigate documentation and compliance risk.
• Conduct periodic quality control reviews of legal and administrative files.
• Oversee assignment of accounts with third party collection agencies.
• Oversee processes involving debt management/credit counseling companies and negotiating settlements.

• Respond to escalated regulatory complaints, including NCUA, CFPB, and state regulatory inquiries.
• Conduct internal investigations related to legal enforcement activities.
• Identify root causes of operational breakdowns and implement corrective action plans.
• Escalate material risk issues to executive leadership.

• Track and report on:
  • Post-charge-off recovery rate
  • Garnishment and levy success rates
  • Legal expense ratio
  • Deficiency balance recovery
  • Attorney and agency performance metrics
• Provide executive-level reporting on legal recovery trends.
• Identify…