Job Overview
Location
Remote
Job Type
Full-time
Category
Product Management
Date Posted
June 23, 2026
Full Job Description
đź“‹ Description
- • Oversee daily collections operations for delinquent accounts up to 90 days past due, including loans and lines of credit, ensuring timely resolution while balancing member service and risk management.
- • Develop, enforce, and refine collections policies, procedures, and performance metrics to meet departmental goals for delinquency reduction and recovery.
- • Assign, monitor, and supervise workload distribution among staff and third-party vendors to maintain efficient workflow and operational effectiveness.
- • Approve settlements, short sales, loan modifications, and account adjustments within established credit union guidelines and authorized limits.
- • Prepare and submit modification requests for VP of Collections approval in accordance with internal policies and regulatory requirements.
- • Process SCRA (Servicemembers Civil Relief Act) requests and debt management proposals following established protocols and compliance standards.
- • Audit delinquent accounts designated for charge-off to confirm maximum collection efforts have been exhausted prior to approval.
- • Recruit, train, and supervise a high-performing collections team, fostering a collaborative, results-driven culture focused on compliance and member service.
- • Conduct regular one-on-one and team meetings to provide coaching, performance feedback, and implement new procedures or policy changes.
- • Ensure all staff are trained and current on federal and state regulations, industry trends, and customer service best practices.
- • Serve as the primary escalation point for complex, high-risk member accounts, negotiating customized repayment plans that align with both member financial wellness and credit union policies.
- • Provide members with guidance on financial options and strategies to prevent future delinquencies and promote long-term financial health.
- • Monitor compliance with federal, state, and local laws including the Fair Debt Collection Practices Act (FDCPA), WCA, Small Claims, Repossession, and Bankruptcy law.
- • Identify and mitigate potential fraud, loss risks, or systemic issues within the collections portfolio.
- • Ensure adherence to all Federal Regulations, including BSA (Bank Secrecy Act), as they pertain to daily job responsibilities.
- • Track and analyze team performance metrics including calls made, dollars collected, quality assurance scores, and account resolution rates.
- • Prepare and distribute weekly, monthly, and quarterly reports on collection activity, including scorecards, call reports, and support team summaries.
- • Audit collectors’ assigned accounts to verify adherence to procedures, guidelines, and regulatory standards.
- • Analyze collection data to identify patterns, risks, and opportunities for process improvements that enhance recovery outcomes.
- • Recommend and implement strategic initiatives to optimize recovery efforts and reduce overall delinquency ratios.
- • Monitor, review, and track real estate loans, including foreclosure proceedings and delinquent property tax obligations.
- • Collaborate with lending, risk, and member services teams to improve underwriting standards and develop member education programs aimed at preventing delinquency.
- • Support the creation of member communications and financial literacy initiatives to promote responsible borrowing and financial stability.
🎯 Requirements
- • Bachelor’s Degree or commensurate experience required
- • 5+ years of related experience in collections or a related field required
- • 3+ years of people leader experience required
- • Working knowledge of CFPB, FDCPA, WCA, Small Claims, Repossession, and Bankruptcy law required
- • Proficient in Microsoft Office required
- • Ability to handle difficult customer service situations with professionalism and tact required
🏖️ Benefits
- • 25 days of paid time off and 10 paid holidays
- • 16 hours of paid Volunteer Time Off
- • 401K Retirement with up to 6% employer match
- • Excellent Health, Dental, Vision insurance with multiple plan options
- • Health Savings Account with generous employer contributions
- • Employer paid Life insurance, Short-Term and Long-Term Disability
Skills & Technologies
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About Connexus Credit Union
Connexus Credit Union is a member-owned financial cooperative based in Wausau, Wisconsin. It offers a wide range of financial products and services to its members, including checking and savings accounts, loans, mortgages, credit cards, and investment services. Connexus focuses on providing competitive rates and personalized service, aiming to help members achieve their financial goals. The credit union emphasizes community involvement and financial education, striving to be a trusted partner for individuals and families throughout their financial journeys. They operate with a philosophy centered on member well-being and long-term financial health.
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