Collections Manager

Description It’s an exciting time to be at Hanscom Federal Credit Union! As a member of our Collections Department, you will join a dynamic team of purpose-driven individuals committed to delivering exceptional service to our members. Who we are – Hanscom Federal Credit Union Members-first – our members are our top priority. We make business decisions with our members at the top of mind. Integrity – we’re honest and committed to doing what’s best for our members and our company. What is right isn’t the same as what is easy. Teamwork – we are in this together and we all benefit from our success. Innovation – we identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes. Empathy – we understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success. What we offer $81,380.62/annual to $101,725.78/annual Compensation for this position will be determined based on the candidate's experience, skills, and qualifications. Final pay may vary depending on factors such as prior experience, expertise, and specific requirements of the role. We are committed to offering competitive compensation and will discuss the final pay rate with candidates should an offer be made. A full-time, permanent position that will reward you through an annual bonus program. Medical, Dental, Vision, FSA, 401(k), Student Loan Paydown, and paid Sick and Vacation time benefits. A flexible hybrid work schedule environment. We are committed to fostering career growth and development – when you join our organization it’s not just a job. We look to develop your skills aligned to our business needs and help you progress in your career. Who you are – Collections Manager You are a dynamic, detail-oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member. You are able to provide everyone you assist or support with a high level of service, have strong organization and multi-tasking skills, and are searching for a rewarding career where you are valued and respected. What you'll do Direct collection efforts for consumer, residential and commercial loan delinquency. Develop collection strategies for early-stage, mid-stage, and late-stage delinquencies. Monitor delinquency trends and implement proactive loss mitigation initiatives. Oversee repossessions, bankruptcies, skip tracing, recoveries, and charge-off activities. Ensure consistent application of hardship programs, payment arrangements, and settlement guidelines. Oversee loss mitigation programs, repayment plans, loan modifications, forbearance agreements, and foreclosure alternatives. Coordinate with legal counsel, foreclosure attorneys, investors, and other servicing vendors. Monitor repossession and foreclosure timelines and minimize credit losses. Evaluate borrower financial information and collateral positions for commercial loan workouts. Recommend restructures, renewals, modifications, settlements, or legal actions. Researches, responds and tracks member complaints related to Collections. Create and updates policies and procedures. Administrator for the collections software system. Monitors for any problems, issues or enhancements and verifies reliability. Ensure adherence to Credit Union policies and internal controls. Support internal audits, regulatory examinations, and external audits. Prepare all weekly, monthly, and quarterly reports and present them to senior management. Leadership & Management: Lead, coach, and develop a high-performing collections team. Set staff goals, monitor progress and direct the workflow of the department to ensure standards are met. Establish performance expectations, productivity metrics, and service standards. Conduct performance evaluations, employee development planning, and monthly 1:1s. Foster a culture focused on member solutions, accountability, compliance, and continuous improvement. Manage employee schedules as well as time off requests. Knowledge/Skills/Experience Required: 5 - 8 years of progressive collections experience within a financial institution. Minimum 3–5 years of management or supervisory experience. Experience managing consumer, mortgage, and commercial collections. Experience with bankruptcies, foreclosures, repossessions, commercial workouts, and loan modifications. Experience with SBA workout and liquidation SOPs preferred. PHYSICAL REQUIREMENTS Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. WORKING CONDITIONS Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. MENTAL AND/OR EMOTIONAL REQUIREMENTS Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. ** Must be authorized to work in the US ** Qualifications Skills Behaviors : Motivations : Education Experience Required 3-5 years: management or supervisory experience. 5-8 years: progressive collections experience within a financial institution.