Overview
Loss Mitigation Manager at TTCU Federal Credit Union. This role leads the Collections and Recovery team across early delinquency through recovery of charged-off accounts, ensuring compliance, driving performance, and promoting member service and continuous improvement.
Position Summary
The Manager of Collections and Recovery is responsible for leading and developing a team focused on consumer loan collections and recovery activities. This role oversees strategies and daily operations from early-stage delinquency through pre-repossession, as well as recovery of charged-off accounts. The manager ensures compliance with applicable regulations, drives performance to meet portfolio goals, and creates a culture of accountability, member service, and continuous improvement.
Essential Job Functions and Responsibilities
30% Leadership and Team Management
- Lead and supervise the collections and recovery teams, including hiring, coaching, performance management, and professional development.
- Foster a positive and engaged team culture that emphasizes accountability, service, and continuous improvement.
- Provide ongoing training and support to ensure staff are equipped to meet performance and compliance standards.
25% Collections Oversight (Early Stage to Pre-Repossession)
Oversee early-stage through late-stage delinquency collections, ensuring accounts are worked efficiently and consistently.Develop and implement strategies for reducing delinquency, improving contact rates, and supporting member repayment solutions.Manage workflows and escalation protocols up to the point of referral to the repossession team.Direct the recovery program for charged-off loans, including settlements, payment arrangements, and legal actions when necessary.Partner with legal counsel and external vendors to support collection strategies and maximize recoveries.Ensure recovery processes balance regulatory compliance, member treatment standards, and financial performance.Monitor performance metrics and department scorecards to meet delinquency, loss mitigation, and recovery targets.Recommend and implement process improvements, technology enhancements, and workflow strategies to increase efficiency and improve member experience.Prepare and present reporting on collections and recovery performance to senior leadership.Partner cross-functionally with lending, servicing, and risk management teams to align strategies and support organizational goals.10% Compliance & Risk Management
Ensure compliance with all state and federal collection regulations (FDCPA, FCRA, UDAAP, etc.) and internal policies.Monitor and audit account handling practices to safeguard against compliance risks.Serve as a subject matter expert on collection regulations and industry best practices.Minimum Qualifications
Educational Requirements
Bachelor's degree in business, finance, or a related field preferred; equivalent work experience will be considered.
Certificates / Licenses
Must have and maintain valid driver's license. Must have a clean driving record; an annual MVR will be pulled to ensure compliance.
Experience
5+ years of experience in consumer loan collections or recovery, with evidence of progressively increasing responsibility.Demonstrated leadership ability, either through formal supervisory experience or informal leadership such as mentoring peers, leading projects, or training others.Strong knowledge of collection and recovery processes from early delinquency through post charge-off.Understanding of applicable laws and regulations, including FDCPA, FCRA, UDAAP, and NCUA guidance.Excellent communication, negotiation, and conflict resolution skills, with the ability to balance firmness and member service.Proficiency with collections platforms, reporting tools, and Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).Analytical mindset with the ability to interpret performance metrics and make data-informed decisions.Preferred Experience
Formal supervisory or management experience leading a collections or recovery team.Experience working in a credit union or community banking environment.Familiarity with Temenos Collections, Akuvo, FIS, or similar collections management systems.Background in managing vendor relationships, including legal firms or third-party collection agencies.Experience implementing process improvements and leveraging technology to improve efficiency and compliance.Leadership style that emphasizes accountability, team culture, and cross-department collaboration.Maintains effectiveness when experiencing major changes in the work environment; adjusts effectively to new work structures, processes, or requirements.
Develops others through coaching, feedback, and stretch goals; strong focus on career development aligned with organizational needs.
Additional Requirements
Job Knowledge
Strong organizational skills with attention to detail and accuracy in documentation and reporting.Ability to leverage performance metrics and technology to drive process improvements, enhance efficiency, and deliver measurable results.Strategic mindset with the ability to balance immediate collection outcomes with long-term portfolio health and organizational growth.Interpersonal Skills
Strong conflict resolution skills with the ability to address sensitive situations constructively and maintain positive outcomes.Collaborative approach to achieving outcomes that balance member needs with credit union goals.Commitment to developing staff and creating meaningful career growth opportunities that align with both individual aspirations and organizational needs.Demonstrated ability to foster a positive, accountable, and team-oriented work environment that reflects TTCU's Core Values.Working Conditions
Routinely perform work indoors in climate controlled private office with minimal noise.
Employee Statement of Understanding
I have read and understand the job description for my position. I understand that my supervisor may assign additional projects and / or responsibilities not covered in the description.
I am able to perform all the essential functions of this position.
I agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor.
As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with members and fellow employees.
Seniorities and Employment Details
Seniority level : Mid-Senior levelEmployment type : Full-timeJob function : FinanceIndustries : Financial Services and BankingJ-18808-Ljbffr
