Collection Lead

As the Collections Lead, you’ll play a key role in guiding our collections team to support members in resolving past-due accounts while preserving long-term financial well-being and fostering positive relationships. You’ll oversee day-to-day operations, ensure regulatory compliance, and support strategic goals for delinquency and recovery.

Key Responsibilities: 

· Lead and mentor team members to achieve performance goals and deliver exceptional service. 

· Oversee and refine collection strategies for consumer loans, credit cards, and other account types. 

· Monitor delinquency trends, produce reports, and recommend solutions to minimize losses. 

· Handle escalated member cases with empathy and professionalism. 

· Coordinate with internal departments and external vendors (e.g., repossession agents, attorneys). 

· Ensure compliance with federal and state regulations, internal policies, and NCUA guidelines. 

· Assist in training staff on collection techniques, system tools, and best practices for member engagement. 

· Testify at legal proceedings.

Qualifications: 

· Minimum 3–5 years of experience in collections or financial services; leadership experience preferred. 

· Strong understanding of credit union operations, lending practices, and regulatory requirements. 

· Excellent communication, negotiation, and conflict resolution skills. 

· Tech-savvy with experience using collections software and core banking systems. 

· High attention to detail, organization, and problem-solving abilities.

Preferred Skills & Traits: 

· Bilingual (English/Spanish) is a plus 

· Knowledge of skip tracing, charge-off recovery, or legal collections procedures 

· Passion for helping members improve financial outcomes