Manager, Collections

Reports To
:
Director, Collections & Recovery

Positions Supervised
:
Assistant Manager, Senior Collectors, Collection Administration and Recovery

FLSA Status
:
Exempt

The Collection Manager oversees the daily operations of the credit union’s collection and recovery functions across all loan types, including consumer, credit card, real estate, and specialty portfolios. This role is responsible for minimizing delinquency, charge-offs, and losses while ensuring compliance with federal and state regulations, internal policies, and member-focused service standards.
** This is a Hybrid/St. Louis position **

The Collection Manager provides leadership, coaching, and development to the collections team, monitors key performance indicators, and drives strategies that improve portfolio performance. This position collaborates closely with lending, servicing, fraud, and loss mitigation teams to ensure effective risk management and a positive member experience. The role requires strong analytical decision-making skills, the ability to manage complex situations, and a commitment to protecting the credit union’s financial assets.

The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks others than those specifically stated in this description.

• Directs and supervises consistent and timely collection efforts for delinquent secured and unsecured loans, ensuring compliance with all applicable consumer collection laws and regulations while maintaining exceptional member service.
• Coaches, develops, and trains staff; assigns work, sets goals, monitors progress, and provides ongoing feedback to support employee performance and growth. Conducts performance evaluations and reviews annual expectations.
• Oversees daily collection operations, ensuring workflows are efficient and aligned with credit union policies. Analyzes delinquency trends and inventory to assign work and develop data-driven collection strategies.
• Manages collection technologies, including platforms, automated calling systems, and payment processors. Oversees third-party vendor relationships as needed.
• Reviews and recommends actions on high-risk accounts, including repossession approvals, auction pricing, and repair decisions. Identifies risk factors and negative trends, proposing strategies to mitigate future losses.
• Oversees and maintains working knowledge of the Bankruptcy Specialist functions including administration of bankruptcy activities on accounts. Manages the timely and consistent collection and legal practices for the collection of bankrupt accounts focusing on compliance with the credit union and bankruptcy code.
• Handles escalated member issues with a focus on timely, respectful, and solution-oriented resolution.
• Ensures full compliance with applicable laws and regulations. Responds to internal audit findings and external examiner inquiries related to the Collection Department’s operations.

An equivalent combination of education, training, and experience will be considered.

• High School Diploma
• Five (5) years + of relevant experience in collections or related fields
• Three (3) years + of Leadership experience

• Eight (8) years + of relevant experience in collections or related fields
• Five (5) + years of Leadership experience

A representation of the knowledge, skills, and abilities necessary to perform this job competently.

• Ability to lead and engage in sensitive, confidential conversations with internal and external stakeholders. Skilled in motivating, influencing, and guiding direct reports, peers, and partners to achieve organizational goals.
• Demonstrates integrity and sound ethical judgment in all decisions. Builds trust through transparent, diplomatic interactions and serves as a role model for organizational values.
• Capable of making informed decisions independently while balancing team input. Uses strong…