Position Summary The Loan Servicing and Collections Manager is responsible for managing loan servicing, consumer collections, and recovery operations to ensure accuracy, compliance, and effective delinquency and loss mitigation outcomes. This role provides direct leadership and operational oversight of loan servicing, loan quality control, collections, and recovery functions and personnel.
This position ensures consistent execution of servicing and collections activities, maintains strong internal controls, and supports audit and examination readiness. The Manager partners with Lending leadership, Accounting, Compliance, and Operations to support portfolio performance and risk management objectives.
Primary Duties & Responsibilities People Leadership & Performance Management - Provide direct supervision, coaching, and performance management for assigned staff.
- Establish clear expectations, goals, and accountability standards aligned with departmental objectives.
- Conduct regular check-ins, performance evaluations, and development planning.
- Support onboarding, cross-training, and coverage planning to ensure continuity of operations.
Loan Servicing Oversight - Oversee loan servicing operations including post-closing review, loan maintenance, collateral tracking, title perfection, and system accuracy.
- Ensure servicing activities are completed timely, accurately, and in accordance with policy, regulatory, and examiner requirements.
- Review loan quality control results, identify trends or control gaps, and ensure corrective actions are implemented and documented.
- Partner with the Loan Servicing Lead to provide guidance, maintain procedures, and ensure workflow continuity.
Collections & Recovery Management - Oversee consumer collections and recovery activities across early-stage delinquency, late-stage collections, charge-off, and post charge-off recovery.
- Ensure collection strategies align with portfolio goals, compliance requirements, and member experience standards.
- Monitor delinquency, charge-offs, and recovery performance; identify risks and recommend mitigation strategies.
- Provide oversight and guidance for legal recovery activity, repossession coordination (as applicable), and external vendors or legal partners.
Compliance, Risk & Audit Readiness - Ensure servicing and collection activities comply with applicable laws and regulations, including FDCPA, BSA/AML, OFAC, and state requirements.
- Maintain accurate and complete documentation to support internal audits, external audits, and regulatory examinations.
- Serve as a point of contact for servicing and collections-related audit or examiner inquiries.
- Escalate material risks, compliance issues, or policy exceptions to Lending leadership promptly.
Reporting & Portfolio Monitoring - Review and analyze servicing, delinquency, collections, and recovery metrics.
- Prepare or contribute to operational, risk, and performance reporting for management, ALCO, and Board use as requested.
- Use data to identify trends, staffing needs, and opportunities for process improvement.
Process Improvement & Collaboration - Identify opportunities to improve efficiency, accuracy, and controls across servicing and collections workflows.
- Partner with Lending, Compliance, Finance, and Technology teams on system enhancements, testing, and process changes.
- Support implementation of policy, procedure, or system updates impacting servicing and collections operations.
Position Requirements Required: - Bachelor’s degree or equivalent experience preferred.
- Minimum of 5–7 years of experience in loan servicing, collections, or lending operations within a financial institution.
- Prior experience managing employees or teams.
- Strong working knowledge of consumer lending products, loan servicing processes, and collections practices.
- Demonstrated understanding of FDCPA and other applicable regulatory requirements.
- Ability to analyze operational data, manage risk, and support process improvements.
- Proficiency with Microsoft Excel, Word, and collaboration tools; familiarity with core loan systems.
Preferred: - Credit union or banking experience.
- Experience overseeing both loan servicing and collections functions.
- Exposure to post charge-off recovery, legal collections, or vendor management.
Interpersonal Skills - Strong leadership and coaching skills.
- Ability to communicate clearly and professionally, including during difficult conversations.
- High level of discretion, judgment, and accountability when handling sensitive information.
- Ability to work collaboratively across departments.
Work Environment This position is in person based on operational need. This role may transition into hybrid upon operational flexibility. This job description reflects the core responsibilities and expectations of the Loan Servicing and Collections Manager role. The employee may perform other job-related duties as assigned, and the organization may adjust the role as operational needs evolve.
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