Manager, Collections

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 500,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:

To help hard-working New Yorkers build better tomorrows

Our Vision:

Be New York's most loved financial institution by helping our members build their best financial futures

Overview:

The Collections Manager is responsible for leading the collections department, improving team performance, and reducing delinquencies through proactive member contact and hardship support strategies. This role requires a confident, consistent leader who can motivate staff, address performance gaps, and foster accountability. The manager will also oversee relationships with collection vendors to ensure effective and compliant recovery efforts.

Responsibilities:

Specific duties include, but are not limited to, the following:

Build a strong team culture focused on results, accountability, and member service.

Lead and manage a team of collections staff by setting clear expectations, coaching for improvement, and handling performance concerns directly.

Develop and implement strategies to improve member contact, reduce delinquencies, and support members experiencing financial hardship.

Oversee and evaluate third-party collection agencies, ensuring performance, compliance, and alignment with delinquency goals.

Review delinquent accounts and determine next steps in line with policies and regulatory requirements.

Track and report team performance and vendor effectiveness, identifying trends and making necessary adjustments.

Ensure all collections activity complies with federal and state regulations, as well as internal policies.

Coordinate with departments such as legal, lending, and member services on complex or escalated cases.

Stay updated on regulatory changes and industry best practices in collections.

Prepare reports and updates for senior management.

Assist with special projects and perform other related duties as assigned. Requirements:

Bachelor's degree or equivalent work experience.

7+ years of collections experience, including 5+ years in a supervisory or management role.

Demonstrated ability to lead teams and build a culture of accountability.

Experience managing external vendors and legal partners related to collections.

Knowledge of relevant collections laws and regulations (FDCPA, CFPB, RESPA, OCC, state law).

Proven ability to meet or exceed collections goals.

Strong analytical, communication, and interpersonal skills.

Proficiency in Microsoft Office and collections systems.

Ability to work effectively in a fast-paced, high-volume environment while maintaining compliance and accuracy. Competencies:

Leads by example and holds the team accountable to performance standards.

Effectively manages and monitors third-party vendors to ensure results and compliance.

Develops and executes targeted strategies to reduce delinquencies and improve recoveries.

Communicates clearly and professionally with members to resolve past-due accounts.

Uses data and reporting to track progress and drive continuous improvement

Why you'll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you'll bring the following

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

What we can offer you:

Competitive compensation, medical and dental benefits.

401K with employer match

Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.