Collection Operations Manager

Overview UW Credit Union is hiring a Collection Operations Manager to be part of our Collection Leadership team. UW Credit Union's Collection Department does things differently. When we say, "here for every you", we mean it. Our Collections vision is to be a world-class, professional, trusted partner in finding equitable and fair solutions while working intimately with our members who are experiencing financial distress. The Collection Operations Manager will have primary responsibility for the overall success of early active collections to reduce delinquency and credit losses while seeking to improve the member's overall financial wellbeing. This emotionally intelligent leader will help Collection Specialists provide timely resolution and to assist members in finding credit solutions. This team-oriented leader will work with each Collection Specialist to identify their unique and individual strengths, and opportunities, to help them achieve success and continued growth in their UW Credit Union careers. A strong commitment to diversity, inclusive leadership, equity, and a collaborative approach to work and decision is key to succeeding on this team. If you value genuine relationships, find passion in team development, and have a member centric solution mindset, we want to talk to you! This is a remote-hybrid position Responsibilities Work with HR and senior management to select and retain highly engaged employees. Interpret and communicate organizational purpose, critical measures, strategies and progress as it relates to the department and individual team member goals and success. Responsible for recruiting and developing a staff of highly engaged employees. Provide broad based recognition by recognizing positive behaviors, achievements, and results. Provide timely, ongoing and consistent direction, performance coaching and honest feedback. Responsible for achieving scorecard goals exhibiting our member-focused behaviors. Develop and deliver effective and appropriate training programs to onboard Collection Specialists to the role including products, systems, processes, escalations, and development plans. Manage Active Collection Activity & Member Experience. Evaluate collection guidelines and processes for continuous improvement. Represent the collections department as a subject matter expert in various committees Advances the use of data analytics to improve performance and enhance understanding of collection activity. Analyze trends in the lending portfolio and communicate finding with Consumer Lending. Responsible to ensure all member interaction and collection activities are in accordance with guidelines while maintaining compliance with applicable laws and regulations. Qualifications Bachelor's degree in related field; or equivalent combination of education and experience 4+ years leadership experience Collection, financial, or related experience preferred What's in it for you? Join one of Wisconsin's premier financial institutions, a four-time recipient of Madison Magazine's Best Places to Work, and a two-time Milwaukee Journal Sentinel's Top Workplace to receive: 2 weeks paid caregiver leave 2 weeks paid new child parental leave 21.5 days off annually 2 days paid volunteer time 10 paid holidays (includes your birthday!) Personal development and peer connections through Employee Community Groups 401k company match of up to 5%, plus approximately 4% discretionary match Variable bonus reward Free bus pass and BCycle/bublr membership 3 health plan options, including domestic partner eligibility And more! UW Credit Union is proud to be an Equal Opportunity and Affirmative Action Employer of Minorities, Protected Veterans, Women, and individuals with Disabilities. We strive to cultivate an inclusive workplace that is home to a diverse workforce where employees at all levels model knowledge of, belief in and a commitment to cultural competence.