Manager- Payment Solutions (Collections)

---

Job description

Manager - Payment Solutions

JOB DESCRIPTION

Summary/Objective

The Payment Solutions Manager is responsible for the supervision of the collections team. The role monitors methods of contact regarding delinquent accounts to make sure the entire process operates in compliance with state and federal laws. In addition, the Payment Solutions Manager locates and notifies members of delinquent accounts by mail, telephone, or in-person to solicit payment. Duties include receiving payment and posting amount to members' accounts; preparing letters if member fails to respond; initiating repossession proceedings or revocation of service; and keeping records of collection and status of accounts.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ensures that collection staff operates within the confines of the Federal Fair Debt Collection Practices Act (FDCPA) when making phone contact with individuals and companies.

2. Ensures that all written correspondence complies with company policies in terms of verbiage and frequency of contact.

3. Keeps up with changes in state and federal laws governing debt collections and makes sure employees receive training on any changes in laws.

4. Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective.

5. Negotiates payment arrangements and follows up to make sure the payments are made.

6. Authorizes financial settlements with people who owe large debts. Arrange for debt repayment or establish repayment schedules, based on members' financial situations.

7. Handles escalated complaints or difficult calls.

8. Locate and notify members of delinquent accounts by mail, telephone, or personal visits to solicit payment.

9. Advise members of necessary actions and strategies for debt repayment.

10. Persuade members to pay amounts due on credit accounts, damage claims, or non-payable checks.

11. Confer with members by telephone or in person to determine reasons for overdue payments and to review the terms of service or credit contracts.

12. Answer member questions regarding problems with their accounts.

13. Record information about financial status of members and status of collection efforts.

14. Trace delinquent members to new addresses through research and inquiries.

15. Sort and file correspondence and perform miscellaneous clerical duties, such as answering correspondence and writing reports.

16. Perform various administrative functions for assigned accounts, such as recording address changes and purging the records of deceased members.

17. Receive payments and post amounts paid to member accounts.

18. Contact insurance companies to check on status of claims payments and write appeal letters for denial on claims.

19. Notify credit departments, order vehicle repossessions or revoke services, and turn over account records to attorneys when members fail to respond to collection attempts.

20. Negotiate credit extensions when necessary.

21. Comply with BSA and other applicable regulations.

22. Maintain knowledge of One Detroit Credit Union's products and services, operational policies and procedures, by-laws, and philosophy.

23. Demonstrate professional, business like appearance.

24. Perform other duties as required for the efficient operation of the lending department.

Competencies

1. Employee Management

2. Member Focus

3. Decision Making/Judgement

4. Delinquency Ratio Performance

5. Job Knowledge

6. Problem Solving

7. Attendance

8. Appearance & Grooming

9. Ethics

10. Accountability

11. Teamwork

BSA Requirements

This job requires and understanding of and compliance with the Bank Secrecy Act, OFAC, the USA PATRIOT Act, and related 1DCU policies and procedures, including the reporting of suspicious activity, including insider abuse, as directed. The role includes the management and support of subordinate team members' responsibilities in these areas.

Supervisory Responsibility

This position is responsible for the performance management of employees and processes within the collections department.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Position Type/Expected Hours of Work

This is a full time position. Hours worked may exceed 40 hours per week. Occasional evening and weekend work may be required as job duties demand.

Travel

No travel is expected for this position.

Required Education, Experience, & Skills

1. High school diploma or general education degree (GED).

2. Previous managerial or supervisory experience.

3. One to three years of experience in a collections capacity.

4. Strong verbal, written, and analytical skills.

5. Experience with Microsoft Office (Word, Excel and PowerPoint).

Preferred Education, Experience, & Skills

1. Bachelor's degree in a related field.

2. Previous collections experience at a financial institution.

AAP/EEO Statement

One Detroit Credit Union is an equal opportunity employer.

Other Duties

Other duties as assigned

<!– job description page –>