Collections Manager

Job Details: Job Location: Nashua - Nashua, NH, Salary Range: Undisclosed, Collections Manager

At Bellwether Community Credit Union, we believe that financial challenges are best met with empathy, expertise, and solutions. As our Collections Manager, you’ll lead the team responsible for helping members navigate difficult payment situations while protecting the financial strength of our Credit Union.

This is a leadership role with meaningful impact. You’ll oversee the day-to-day operations of the Collections Department, guide collection and recovery efforts, support complex member situations, and ensure our practices are professional, compliant, accurate, and consistent.

What You’ll Do

Lead and develop the Collections team

Supervise, coach, train, schedule, and support employees.
Provide guidance on complex and sensitive collection situations and escalated member calls.
Evaluate processes and recommend improvements that strengthen both results and the member experience.

Manage delinquency and collection activities

Oversee daily delinquency queues and ensure accounts are assigned and worked appropriately across the loan portfolio.
Ensure timely, professional contact with members and co-makers regarding past-due loans.
Work with members to understand the reasons behind delinquency and develop realistic plans to bring accounts current.
Partner with the Business Services Team on delinquent commercial accounts.
Maintain complete and accurate documentation of collection efforts and member interactions.
Monitor assigned collection queues and step in when situations require additional expertise or leadership.

Navigate complex account situations

Coordinate with outside attorneys and collection agencies when appropriate, monitoring their activities and results.
Work with Loan Servicing, attorneys, executors, and other parties on deceased-member loan accounts.
Coordinate loan modifications and extensions, including required documentation and file maintenance.
Oversee bankruptcy accounts, including reviewing files, filing claims, attending hearings, coordinating with trustees, and ensuring accurate credit reporting.
Manage the repossession and disposition of Credit Union collateral and ensure required reporting is completed accurately and timely.
Coordinate foreclosure activities, ensuring all required regulatory steps are followed and approvals are obtained.
Prepare bid strategies and work with attorneys throughout the foreclosure process.
Recommend consumer and commercial loan charge-offs and manage the monthly charge-off process.

Protect accuracy, compliance, and the Credit Union

Ensure collection activities comply with Credit Union policies, applicable laws, and regulatory requirements.
Monitor credit reporting for accuracy and investigate and correct errors promptly.
Use the Metro 2 Credit Reporting guidelines to support accurate reporting when needed.
Ensure required regulatory notices are issued for delinquent mortgage loans.
Understand and comply with BSA requirements.
Maintain strict confidentiality and sound judgment when handling sensitive member information.
Prepare monthly and quarterly reports for Credit Committee covering delinquencies, recoveries, and charge-offs.
Present collection updates to Credit Committee as a non-voting member and escalate high-priority situations to the VP/Lending and Executive Management Team.

What We’re Looking For

You’ll ideally bring:

At least 5 years of progressively responsible experience in loan servicing, collections, credit administration, or a related area.
At least 2 years of supervisory or leadership experience.
Experience in a credit union or financial institution is highly preferred.
Strong knowledge of consumer loan collections and applicable collection laws and regulations.
Experience with bankruptcy, repossession, foreclosure, credit reporting, and related processes is preferred.
Strong interpersonal and communication skills, particularly when working with members experiencing financial challenges.
Excellent judgment, organization, follow-through, and attention to detail.
Intermediate mathematical skills, including decimals, percentages, fractions, and related calculations.
A high school diploma plus additional post-secondary coursework or equivalent experience and knowledge.

Credit Union Values

Exhibit and reflect the Credit Union's values of:

People First
Local Focus
Always Learning
Driven with Purpose
Own Our Outcomes

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