Collections Manager

Imagine being part of a company where your growth is valued and your journey is supported.
Imagine yourself at Langley Federal Credit Union, where we're dedicated to shaping a meaningful path together.
You belong at Langley.
Langley Federal Credit Union is one of the 100 largest credit unions in the United States with over $5B in assets and over 351,000 members.
We are constantly growing and have recently expanded to neighboring states and other parts of Virginia.
Langley is committed to being the best place you will ever work, and it all begins with our comprehensive employee benefits package, which includes affordable medical, dental, and vision plans in addition to: Investing in You: Educational Assistance, encompassing books, lab fees, registration costs, and more.
Support for Student Loan Repayment.
Abundant Career Growth Opportunities.
Time Off That Matters: Generous Paid Vacation that starts accumulating from day one, progressively increasing with every five years of service, up to a maximum cap.
Celebrate 13 Paid Holidays, including your birthday and the day following Thanksgiving; enjoy Floating Holidays too! Paid Sick Time for all team members.
Financial Security: Highly competitive 401K plan featuring a 6% company match, with immediate vesting with a ROTH IRA option.
Company-covered short- and long-term disability insurance.
Complimentary Life Insurance and the choice of additional Voluntary Life Insurance.
Flexible Health Care and Dependent Care benefits.
Langley Federal Credit Union is currently hiring for a Full Time Collections Manager to work onsite from our Oyster Point location in Newport News, VA.
Job Summary: Leads the Collections teams in achieving excellent member service, operational excellence, and organizational goals.
Oversees pre-charge off collection efforts.
Leads the Collections teams with demonstrated high-level knowledge of collections policy and procedures and a solid working knowledge of Collections' technology, analytics, regulations, and employee engagement.
Supervises and directs multiple Collections teams, including oversight of the outsourcing partner operations.
Directs, manages, and evaluates team leaders (where applicable), senior collectors, and collectors, building a high-performance team through a career path model and an excellent skill set development program.
Essential Functions, Duties, and Responsibilities: Ensures department and team goals, deadlines, and objectives are met.
Designs, recommends, and implements collections strategies across early, mid, and late-stage collections.
Ensures policies are compliant with the most up-to-date regulations, system changes, and collection environment standards.
Assesses collections policies and procedures and proposes and implements solutions to address overall effectiveness including maintenance of an up-to-date policy repository.
Plans, directs, and coordinates collections functions through collections teams, including work assignments, monitoring, coaching, performance evaluations, hiring, and scheduling.
Develops, coaches, and trains team leaders to ensure performance expectations are met and proper staffing levels are maintained.
Manages collections outsourcing, establishing headcount, metrics and goals, and overseeing programs closely to ensure Langley’s brand is supported and the intended results are achieved.
Manages vendor relationships (e.
g.
, telephony, collections systems), putting proper contracts and controls in place to support the business strategy.
Implements and manages portfolio reporting to determine any gaps in the collections strategy and/or performance through analysis of the data.
Proactively reviews and resolves escalated member issues and trains team leaders to resolve these issues effectively.
Builds relationships with other teams/areas of Langley, particularly emphasizing the Contact Center and Loan Servicing.
Qualifications: Bachelor’s degree in business administration, a related field, or an equivalent combination of education and experience required.
At least three years of experience in consumer collections is required.
At least one year of leadership experience strongly preferred.
Knowledgeable in collection systems and applied technology with the required ability to learn new systems.
Solid knowledge of laws and regulations associated with consumer rights related to collections Competencies: Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
Langley Ambassadors – Demonstrates a passion for Langley’s vision, encouraging diversity, equity, and inclusion while considering Langley’s values when making decisions and taking accountability for delivering results.
Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and advance the company into the future.
Team Driven – Collaborates across Langley, communicating transparently and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
Continuous Learners – Maintains an understanding of Langley’s business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.
Physical Requirements: The physical demands described here must be met by an employee to successfully perform this position's essential functions, duties, and responsibilities.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee is frequently required to sit, use hands to operate standard office equipment such as a phone, keyboard, and mouse, and talk and/or hear.
The employee is occasionally required to stand and walk.
Specific vision requirements for the job include close vision (at 20 inches or less).
Working Conditions: The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Work will be performed in an indoor, temperature-controlled environment where the noise level is typically moderate.
We look forward to receiving your application and eagerly anticipate the opportunity to learn more about your qualifications and aspirations.
Your unique perspective and skills could be a valuable addition to our team.
We're excited to delve deeper into your background and potential fit with our company culture.
Thank you for considering joining us on this journey, and we can't wait to get to know you better! Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities 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)