Assistant manager of collection services

PURPOSE The Assistant Manager of Collection Services will work with clients to perform collection activities and follow established procedures and documented SLA’s, Rules of Engagement, and Statements of Work to ensure the Collections team provides unparalleled service and support. In addition to directly supporting the collection services to clients, this role is also responsible for assisting the Manager of Collection Services administratively where needed, managing the staff performance through monitoring, call quality reviews, coaching, and quarterly appraisal requirements to ensure staff is performing to expectations.

ESSENTIAL JOB FUNCTIONS

1. As needed or delegated by Manager:
   • Assist in business development efforts to attain and contract new clients leading to a successful, documented onboarding.
   • Train, evaluate, develop and direct the Collections team members in all functions through a consistent new hire onboarding procedure and frequent continued learning and development to enhance skillsets.
   • Create and maintain work schedules for all Collections staff to ensure all clients receive the highest levels of service and support, within the guidelines as defined by each client contract as well as CU*SOUTH’s policies and procedures utilizing proper resource allocation.
   • Assist in beginning of day procedures, setting queues, running team meetings, and communicating daily expectations to staff.
   • Ensure staff perform to expected levels through frequent coaching, transparency in performance metrics and attainment, and strong communication of expectations. Responsible for timely quarterly performance appraisal completion and delivery.
2. Responsible for leading recurring touchbases with clients, preparing reports, and resolving challenges that will aid the Manager of Collection Services in securing contract renewals that are appropriately priced and address the needs of the clients.
3. Function as a working Assistant Manager, engaged in the collection queues, to ensure daily call requirements are met. Serve as a backup to staff and Management when needed.
4. Develop and maintain a thorough understanding and compliance with all relevant credit and collections regulations. Keep a constant working knowledge of the areas within regulatory oversight for collections and other services rendered by the department. Ensure staff is aware of all applicable guidelines and, where possible, receive relevant certifications.
5. Assist Management in research and development efforts to provide new products and services to enhance the Collection Services product offering.
6. Other duties as assigned.

SERVICE LEVEL AGREEMENT

Internal Uphold CU*SOUTH Code of Conduct and PRAISE Core Values Provide same-day response to all internal inquiries received by noon that day, provide next day response to all others, establishing priority to urgency on all requests Provide internal support to all CUSO Development lines of business accordingly, to advocate and encourage internal collaboration.

External Uphold CU*SOUTH Code of Conduct and PRAISE Core Values Provide same-day response to all client inquiries received by noon that day, provide next day response to all others Provide written project status report/update to Conversion Team and clients collaborating on active project no less frequently than weekly Provide follow up with client within one week of project completion to determine level of use and/or satisfaction

JOB QUALIFICATIONS Bachelors Degree in Business or Finance is preferred. Four (4) years of experience in lending or collections job roles required. Thorough understanding of collections management and regulatory guidelines governing it. Financial Institution experience (preferably in credit unions) is required. Excellent verbal and written communication skills are required. Presentation skills, including proficiency with both classroom and web-based training, are required. Must be available during off-hours to support and manage client issues. Ability to use discretion when dealing with sensitive or confidential data. Ability to travel to client sites to provide training and support.

WORK ENVIRONMENT & PHYSICAL ACTIVITIES CU*SOUTH operates in a professional office building setting as well as remote sites. Some job assignments at CU*SOUTH are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. CU*SOUTH is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Notice: This job description is not intended to be, nor should be construed as a contract for employment. CU*SOUTH makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what CU*SOUTH has defined this position to be. CU*SOUTH will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless doing so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify CU*SOUTH in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. CU*SOUTH , thereafter, will make all reasonable accommodation unless to do so would pose an undue hardship. CU*SOUTH is willing to accommodate disabilities to the extent a credit union service organization can without impacting financial control or client service. CU*SOUTH is an Equal Opportunity Employer.