Collection Manager

PSECU, a high-tech progressive financial institution with more than $5 billion in assets, is seeking a Collection Manager responsible for the daily supervision of the Collections Units. The employee ultimately works to reduce losses to the Credit union with effective operational oversight, continual functional improvement, review and adherence to regulatory and legal compliance, and monitoring of reporting and trending. Work is characterized by considerable independence in the day-to-day operations of the unit. Employee assists in the development of functional enhancements for the unit. Work is performed with a high degree of independence, subject to the review of the Department Manager and Vice President for program effectiveness. Work requires professional relationships with other PSECU management, outside specialists, vendors and other financial institutions.

Benefits: We offer competitive salary, excellent benefits and great work environment. Along with excellent medical and retirement programs and a generous leave package, our workplace offers tuition reimbursement.

Employee Type: Full-time

Starting Minimum Salary: $59,925-$89,888/yr., (Commensurate with experience).

Schedule: Monday- Friday Rotating hours- 8am-4pm, 9am-5pm, 10am-6pm

Candidate must be bondable and credit worthy.

RequirementsDUTIES AND ACCOUNTABILITIES - Essential for this position:

* Supervises the daily operation of their assigned unit and other units in Collections as needed. This oversight includes work queue/view management, phone and skill assignments, productivity, quality and control, manpower allocation, procedure interpretation & updates, member issue resolution, quality of cure rates, and coaching, development and evaluation of employees.

* Responsible for the management, monitoring, trending and forecasting of past due loans, preventing and recovering charge offs.

* Understands that curing past due loans and preventing & curing charge offs is critical to the overall success and financial health of the Credit Union.

* Responsible for the performance of third party agencies used in the collection activities including repossession agencies, legal firms, collection agencies, etc. as it relates to Collection efforts.

* Ensures that member data transmitted to and from third parties is accurate and transmitted via secure channels.

* Ensures that third parties are performing to appropriate standards and within the required standards for legal and regulatory compliance.

* Ensures that recoveries from third parties are processed in a timely manner.

* Works with settlement offers to ensure they are within policy and gain the appropriate amount of recovery for PSECU while balancing the consideration of the member situation.

* Assists in developing procedures and productivity measurements to gauge the quantity and quality of production.

* Ability to manage all collection aspects of various consumer loan products as they are assigned including unsecured, negative share, secured loans, repossession of autos, disability claims, charge-off, collection legal actions, writs and forgeries, bankruptcy, deceased accounts and foreclosure.

* Oversees all aspects of legal collection activities including but not limited to filing complaints, maintaining appropriate status and documentation on existing legal cases, collecting on judgments, filing replevins, and performing asset searches.

* Responsible to make sure all Cease and Desist requests are processed immediately.

* Responsible to ensure that the charging off of loans is processed on time and incompliance with rules and regulations.

* Reviews and approves loan modifications prior to Credit Committee review.

* Reviews and cures all manager-escalated calls and account research requests.

* Assesses account situations and determines the threat of fraud and escalates to Loss Prevention & Security as appropriate.

* Evaluates employees' performance at least bi-annually, and, when applicable, assists in the administration of disciplinary action.

* Develops key collection skills in employees including collection call effectiveness, payment generation, and skip tracing for unreachable members.

* Able to perform the functions of their staff for at least one hour each month.

* Responsible to coordinate staff schedules and make assignments that contribute to an acceptable delinquency and charge off ratio that can ultimately result in an acceptable CAMEL rating and successful audits displaying effective management of assets. This includes appropriate oversight and assignment of queues, schedules, training, inbound contacts, outbound contacts and other workflow items.

* Assigns credit bureau reporting complaints and ensures they are processed timely to avoid loss of claim.

* Provides research for member complaints to the Executive Administration area (i.e. Department of Banking, Better Business Bureau, etc.)

* Compliance with all applicable laws and codes to include but not limited to, Fair Dept Collection Practices Act, Fair Credit Reporting Act, Pa Statutes and codes, Bankruptcy Code and Rules, Motor Vehicle Sales Act, Telecommunication Practices Act, Military Lending Act, Repossession Laws, Fiduciary Code and the Rules of Civil Procedure.

* Interfaces with and represents PSECU to a wide variety of outside groups, such as vendors, outside specialists, associations and seminar attendees.

* Assists in the development of unit goals and objectives.

* Responsible for effectively managing risks within the scope of assigned job responsibilities. This includes assisting in annual review of controls and procedures used to mitigate risk.

* Effective management use and enhancement of systems designed for collections to maximize productivity and management of workflow.

* Assists in the maintenance of the unit policy, procedures and web help and ensures that procedures match, are applicable and support actual operational functions.

* Responsible for the orderly maintenance of the area assigned to the unit; including adequate care of furniture and equipment to keep same in a condition suitable for effective performance of unit functions.

* Conducts research relating to the unit's mission, as assigned.

* Assists in the interviews, hiring, and training of new employees to the unit.

* Provides on-the-job training to develop the technical skills of all employees. Make recommendations of training opportunities to strengthen employee skills.

* Keeps the Department Manager advised of unit status.

* Disseminates information through frequent unit meetings.

* Resolves member problems professionally both over the phone and through correspondence.

* Reviews and interprets modifications made to laws and procedures pertaining to all collection activities to ensure that PSECU is complying with regulations.

DUTIES AND ACCOUNTABILITIES - Essential for all PSECU Management:

* Knowledge - Maintain required knowledge, skills and abilities in assigned area of expertise, including the laws, standards, fundamentals, methods, procedures, and techniques required for job. Maintain up-to-date knowledge of PSECU's Collective Bargaining Unit Agreement, processes, related business processes, and the business world outside PSECU. Maintain knowledge PSECU's goals, culture, philosophy, products and services, bylaws, policies, and internal practices.

* Workflow Management - Manage time effectively; meet deadlines; and produce quality work requiring little or no review. Manage high volume of work assignments.

* Judgment - Exercise good judgment and appropriate decision making within scope of job.

* Communication - Effectively communicate with audience appropriate content and detail both verbally and in writing.

* Relationship Management - Maintain strong and effective interpersonal skills and effective working relationships with all stakeholders, both internal and external. Demonstrate PSECUs Operating Principles of PRIDE (Partnership, Reliability, Improvement, Dedication, and Ethics).

* People Management and Development

o Supervise workflow and staff, using PSECU's coaching style of management (1-on-1 dialoging regularly, delegating effectively, setting expectations and goals, proving ongoing training, providing development opportunities, holding staff accountable in accordance with the credit union's performance management process).

o Responsible for adhering to the organizations Equal Employment Opportunity Commission (EEOC) and Diversity & Inclusion practices when selecting, mentoring, promoting and training staff.

* Responsible for ensuring that all selection, promotional and training practices within the department are handled in accordance with the organizations Equal Employment Opportunity Commission (EEOC) and Diversity & Inclusion initiatives.

* Proficiency with Microsoft Office.

* Maintain regular and consistent attendance as required for acceptable performance and accountabilities of this position.

* Maintain confidentiality, in particular with credit union account information, as well as other information designated as confidential.

* Responsible for the establishment and ongoing maintenance of an effective system of internal control within the scope of assigned job responsibilities.

* Must meet creditworthiness standards.

* Notify Human Resources in writing if convicted of a misdemeanor or felony involving dishonesty, breach of trust or violation of the Pennsylvania Credit Union Code (17 Pa. S. C. A. 101 et seq.) during the course of employment with PSECU.


* Perform other duties and responsibilities as assigned.


* Repetitive movement of hands and fingers, i.e., for typing or writing.

* Lifting and carrying containers weighing as much as 20-30 pounds, i.e., to/from building and vehicle, to a storage area

* Sitting for long periods of time, i.e., at a desk, in meetings.

* Ability to reach above, at and below the waist.

* Ability to reach above, at and below shoulder level.

* Occasional bending, kneeling, stooping and/or squatting.

* Visual acuity.

* Auditory acuity.


* This position may be advertised in the public media.

* Appointment to this position is not subject to the terms of the Collective Bargaining Agreement.

* Applicant may be required to complete one or more employment assessments and/or testing.

* Reasonable accommodation may be made to enable a qualified individual with a disability or disabilities to perform the essential duties and responsibilities of the job.

* Must have the ability to drive and possess a valid PA driver's license. Must use Privately Owned Vehicle for duties whenever necessary.

* Must carry auto insurance and provide proof of current insurance policy on a six-month basis coincident with renewal. The credit union carries employees as insured on its excess liability coverage. The coverage applies in excess of whatever liability insurance the employee carries on his personal auto.


Minimum Experience:

Bachelor's degree,

And five years' experience in Collections in a supervisory capacity in an organization of comparable size and complexity as PSECU,

Or any equivalent combination of experience and education.

* Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

* Please view Equal Employment Opportunity Posters provided by OFCCP here.

* The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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