Manager, Specialty Collections

Job Description Summary

Responsible for the leadership, administration, and performance of the Specialty Collections operation, including Bankruptcy, Repossessions, Mortgage Loss Mitigation, Foreclosures, and Other Real Estate Owned (REO) processes. Ensures compliance with regulatory requirements, investor guidelines, and credit union policies while minimizing losses, protecting collateral interests, and supporting positive member outcomes.

Provides strategic and operational oversight for all specialty recovery activities, develops procedures and controls, manages third-party vendors and legal partners, drives process improvement initiatives, and leads a team of specialty collections representatives responsible for complex collection and default servicing activities.

Essential Duties and Responsibilities

• Plans, organizes, evaluates and manages the work of Specialty Collections staff; utilizes resources effectively; implements plans, programs and work processes and procedures necessary to achieve desired results; coordinates and integrates functions within the department and across the Credit Union.
• Establishes performance requirements and objectives for staff; monitors and evaluates their performance; provides coaching and development opportunities; finds ways to recognize performance; addresses performance deficiencies and takes disciplinary action, if warranted; ensures appropriate cross training and succession planning across specialty functions.
• Oversees all consumer and real estate bankruptcy activities, including Chapters 7, 11, 12, and 13; ensures timely filing of proof of claims, attorney referrals, trustee payment processing, title releases, and bankruptcy account maintenance.
• Manages bankruptcy reporting, processes documentation, and workflow automation initiatives; monitors case activity, court notices, discharge and dismissal actions, and compliance with applicable bankruptcy regulations.
• Oversees collateral recovery activities involving automobiles, recreational vehicles, and other secured assets; directs assignments and management of repossession vendors, skip-tracing agencies, recovery services, and auction partners.
• *Reviews recovery strategies, auction recommendations, deficiency balances, and charge-off recommendations; ensures proper management of repossession expenses, title processing, claims administration, and collateral disposition activities.
• Monitors vendor performance, recovery metrics, and compliance with repossession procedures and regulations.
• Oversees mortgage related programs designed to assist borrowers experiencing financial hardship; ensures consistent application of loss mitigation solutions.
• Ensures compliance with investor requirements, regulatory guidelines, and servicing standards; monitors delinquency trends and develop strategies to reduce mortgage-related losses.
• Directs all foreclosure activities from referral through final disposition; ensures timely issuance of default notices and adherence to state, federal, investor, and legal requirements.
• Coordinates foreclosure referrals, attorney communications, bid instructions, sale activities, and post-sale actions; reviews foreclosures timelines and monitor legal expenditures and outcomes.
• Oversees acquisitions, preservations, marketing, and disposition of Real Estate Owned (REO) properties; approve repair strategies, valuation reviews, listing recommendations, and sales activities.
• Monitors Real Estate Owned (REO) carrying cost, market conditions, and loss mitigation opportunities; ensures proper maintenance of REO records and compliance with regulatory and audit requirements.
• Leads audit responses, regulatory examinations, and internal control reviews; ensures accurate reporting and documentation of specialty collection activities and identify operational, regulatory, and vendor risks and implement appropriate mitigation strategies.
• Participate in contract reviews, due diligence activities, and business reviews.
• Develops and implements initiatives to improve operational efficiency, automation, recovery performance, and member experience.
• Analyzes portfolio performance, loss trends, and recovery opportunities; prepares executive reporting dashboards, forecasts, and recommendations for senor leadership.
• Acts as the main point of contact for escalated specialty collection issues.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

Minimum Qualifications

• To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required.
• An equivalent combination of education and experience may be considered.

Education Requirements

• 4 Year / Bachelors Degree - Finance, Accounting, Management, or closely related field - Required

Experience Requirement

• 5 Years - Leadership experience managing teams and operational functions. - Required
• 3 Years - Progressively responsible collections, recovery, mortgage servicing, bankruptcy, foreclosure, or loss mitigation experience. - Required.
• Experience working with legal proceedings related to bankruptcy, foreclosure, repossession, and collateral recovery. - Required
• Experience managing vendor relationships and regulatory compliance programs. - Required

Skills/Abilities

• Ensure all internal and external customer service practices and processes are carried out and meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Provide guidance in the resolution of complex problems utilizing advanced knowledge and experience within areas of responsibility.
• Excellent leadership, coaching, and employee development skills.
• Strong understanding of regulatory requirements and investor guidelines.
• Possess an extensive knowledge of consumer collections, bankruptcy administration, mortgage servicing and loss mitigation, foreclosure processes, and Real Estate Owned (REO) management.
• Strong analytical and decision making abilities.
• Ability to manage multiple priorities in a complex operational environment.
• Proficiency with servicing collection, workflow, and reporting systems.
• Plan, organize and direct the day-to-day activities of the department.
• Lead and model RISE values and Code of Ethics through daily interactions and conduct.
• Promote and foster excellent member service and teamwork throughout department.
• Communicate in a professional manner and deliver information clearly and effectively to staff. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one's own time effectively.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Lifting and carrying up to 25 pounds.