Financial Assistance (Collections) Manager

Salary Range: $77,000.00 To $82,000.00 Annually About the Opportunity There's never been a more exciting time to join us! We're launching a new brand and a new name Arise Financial (formerly known as Rockland FCU) with a bold vision for the future—one built on innovation, technology, and a commitment to helping people live more and worry less. For more than a century, we've believed that banking is about putting people first. We're building on that legacy while embracing new ideas and creating an even better experience for both our employees and the members and communities we serve. If you're looking for a place where you can grow, make an impact, and help shape what's next, we'd love to hear from you. Why You'll Love Working Here Certified Great Place to Work® Competitive pay Annual incentive/bonus potential Comprehensive benefits package including health, dental, vision, life, and AD&D 401(k) plan with employer match Hybrid work from home flexibility (min 3 days a week in office) Generous paid time off and holidays Tuition reimbursement and professional development opportunities Opportunities for professional growth and career development Meaningful work that positively impacts our members and communities About the Role As the Financial Assistance Manager , you will lead the day-to-day operations of the Credit Union's Financial Assistance (Collections) department, ensuring delinquency, loss mitigation, and recovery activities are conducted efficiently, compliantly, and with a strong member-first focus. You'll provide leadership to a high-performing team, oversee regulatory compliance and operational performance, and drive continuous improvement initiatives that support both member financial well-being and the Credit Union's strategic objectives. What You'll Do Lead the daily operations of the Financial Assistance (Collections) department, overseeing delinquency management, bankruptcy, foreclosure, credit reporting, queue management, and loss mitigation activities. Recruit, coach, develop, and manage team members through hiring, onboarding, training, performance management, scheduling, and ongoing professional development. Direct collections and loss mitigation activities for both portfolio and investor-owned loans, ensuring timely resolution, strong internal controls, and regulatory compliance. Prepare and present operational, financial, and risk reports for executive leadership, auditors, vendors, and the Board of Directors. Foster a collaborative, accountable, and member-focused culture while promoting employee engagement, continuous improvement, and exceptional service. Identify and implement workflow improvements, process enhancements, system upgrades, and operational initiatives that improve efficiency and member outcomes. Serve as the primary escalation point for complex member situations, collaborating with internal departments, vendors, investors, and legal counsel to resolve sensitive issues. Ensure compliance with all applicable federal and state regulations governing collections, bankruptcy, foreclosure, repossessions, credit reporting, and consumer protection. Review and approve credit actions, including account restrictions, setoffs, service freezes, and charge-offs in accordance with Credit Union policies and Board-approved guidelines. Analyze portfolio performance, delinquency trends, and operational metrics to identify risks, improve recovery strategies, and support informed decision-making. Support organizational initiatives and perform additional duties and special projects as assigned. What We're Looking For Five or more years of progressive leadership experience managing, coaching, and developing teams within collections, financial assistance, loss mitigation, or a related financial services function. Previous experience in a credit union strongly preferred, with an understanding of member-focused collections practices and cooperative principles. Strong knowledge of collections operations, delinquency management, loss mitigation, bankruptcy, foreclosure, repossession processes, and applicable federal and Massachusetts regulations, including the FDCPA. Demonstrated ability to analyze portfolio and operational data, identify trends, assess risk, and implement strategies that improve delinquency performance and operational effectiveness. Experience preparing operational, financial, and executive reporting for senior leadership and regulatory oversight. Strong leadership skills with the ability to build high-performing teams, foster accountability, and develop employees through coaching and mentoring. Excellent communication, conflict resolution, and relationship management skills with the ability to navigate sensitive member situations professionally and compassionately. Strong analytical, critical thinking, and decision-making abilities with sound judgment in managing complex, high-risk accounts. Advanced proficiency with Microsoft Office applications, including Excel, Word, Teams, and Outlook, and experience using reporting and data analysis tools. Demonstrated commitment to regulatory compliance, operational excellence, continuous improvement, and delivering an exceptional member experience. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. In alignment with our commitment to pay transparency, we're pleased to share that the base range for this position is $77,000 - $82,000 per year, excluding fringe benefits or potential incentives. If you're hired, your final base pay will be determined based on factors such as skills, education, and experience. We also take pay equity seriously and consider the internal equity of our current team members as part of any final offer. This job posting is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements. At this time, the Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization). If you need sponsorship now or in the future, look for this statement in the job description before you apply: “The Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position”. If this is not listed in the job description, we will not provide sponsorship for the candidate to work in the United States. #LI-Hybrid