Revenue Assurance Manager

Overview

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Under the direction of the Revenue Assurance Director, the Revenue Assurance Manager is responsible for overseeing the daily operations of the department, ensuring productivity, regulatory compliance, risk mitigation, and exceptional member service. This role provides leadership to a team responsible for quality assurance, operational review, and member account support while fostering a positive, high-performance work environment. The ideal candidate is a collaborative leader with strong analytical, compliance, and people-management skills who can balance operational execution with continuous process improvement.

This position is suitable for experienced managers as well as highly performing mid-level leaders ready to take the next step in their careers.

• Maintain initiative-taking, well-trained, and engaged staff through mentoring, coaching, and counseling to improve performance and productivity.
• Develop and implement goals and action plans for staff as needed, and complete annual performance reviews for call center agents.
• Conduct job candidate interviews and make hiring recommendations with Director approval.
• Review, prioritize, and assign daily work queues and tasks, and develop staff schedules to ensure appropriate coverage and operational efficiency.
• Monitor production levels, volume, trends, and quality metrics, and ensure interactions meet Credit Union standards for service, accuracy, and conformity.
• Assist staff and members with resolving complex account questions, issues, and complaints.
• Develop and implement regular cross-training and innovative procedures to ensure processes operate effectively and departmental operations are enhanced.
• Adhere to Credit Union policies and procedures, and ensure call center compliance with all applicable federal, state, and local laws and regulations. Stay current on changes to relevant laws, regulations, policies, and procedures.
• Utilize the Dayforce employee portal to monitor and approve time sheets and attendance.
• Perform all other reasonable duties and responsibilities as assigned.

EDUCATION/CERTIFICATION: Bachelor’s degree or equivalent work experience.

Experience Required
:
Five or more years of progressive collections experience, with a proven track record in evaluating customer accounts, reviewing credit applications, appraising credit reports, handling escalated delinquent accounts, and managing departmental workflow. Management experience is preferred, including supervising staff and ensuring compliance with policies and regulations. A combination of relevant education, experience, and demonstrated leadership may also be considered.

Required Knowledge
:
Thorough knowledge of credit union or banking products and services. Exceptional knowledge of relevant laws and regulations, as well as collections policies and procedures.

Skills/Abilities
:
Strong interpersonal, leadership, and supervisory skills;
Ability to adapt and learn numerous computer applications and software;
Proficient in Microsoft Office and Adobe products;
Attention to detail and organizational skills;
Ability to maintain workflows and troubleshoot queue issues;
Ability to evaluate workflow and create projects/collaborations to improve efficiencies;
Ability to multitask to complete assignments within established deadlines.

Working Conditions
:
Typical office environment

Additional
:
Successful candidates must pass pre-employment credit checks, background checks, and drug screens. Orion Financial is an equal opportunity at-will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, national origin or any other federal or state protected class. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

If you are unable to complete this application due to a disability, contact us to ask for an accommodation or an alternative application process.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Business Development and Sales
• Industries:
  Banking

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