Job Summary

Oversees the end-to-end asset recovery process for defaulted loan accounts, including repossession assignment, vendor management, collateral disposition, and post-sale resolution activities. Ensures adherence to regulatory requirements and internal policies while driving performance through effective oversight of recovery strategies, reporting, and cross-functional collaboration.

Department Hours:

• Monday-Friday 6am PT -6pm PT, Saturdays 6am PT - 2:30pm PT

Role Hours:

• Monday-Friday  from 9am PT - 6pm PT, and Rotating Saturdays from 6am PT - 2:30pm PT

Duties and Responsibilities

• Oversee daily loss recovery operations, including reviewing, approving, and assigning defaulted auto loans to recovery agents in accordance with credit union and state guidelines, monitor vendor progress and timelines.
• Manage performance, priorities, and development of the repossession specialists.
• Monitor dashboards, queues, and reports to ensure timely follow-up, balanced workloads, and performance tracking.
• Manage relationships with repossession agents, skip tracers, auction facilities, and titling agencies; enforce vendor compliance and performance standards.
• Resolve complex or escalated recovery cases, including member disputes, legal inquiries, redemption terms, and high-risk accounts.
• Oversee collateral valuation, damage assessment, and disposition strategies; coordinate repairs, insurance claims, and auctions or direct sales to maximize recovery value.
• Review loan files for inconsistencies or potential fraud; escalate concerns to Risk Management as appropriate.
• Review post-sale accounts and authorize placement of deficiency balances with approved collection agencies or legal counsel in accordance with policy.
• Partner with internal teams to align strategies and improve recovery results.
• Ensure compliance with all applicable federal and state regulations, including FDCPA, SCRA, FCRA, UDAAP, BSA, OFAC, the Patriot Act, and state-specific servicemember protections (e.g., California Military and Veterans Code “CA SCRA”) as well as other applicable state laws.
• Ensure strict adherence to Right to Cure requirements in applicable states; oversee issuance of Notice of Intent to Sell and Deficiency Balance letters.
• Train, mentor, and coach team members on recovery procedures, systems, and regulatory updates.
• Analyze recovery performance, vendor activity, sales outcomes, and loss trends; prepare and present reports to management with recommendations.
• Review and audit vendor invoices, sale proceeds, refunds, and dealer reconciliations for accuracy and timeliness.
• Ensure proper documentation of recovery actions and timely issuance of required legal notices.
• Support process improvements, enhanced recovery rates, and overall member experience.
• Perform additional duties to support departmental goals and organizational initiatives.
• Oversees clerical processing functions supporting Loss Recovery and Account Resolution operations, ensuring accurate and timely completion of all transactional and administrative duties. Support function responsibilities include:  transactional payment processing, loan modification and extension processing, loan charge-off processing and account adjustments.  Manager is also responsible to ensure accurate and timely processing of mail, tow notification, and mail returns. 

Education and Experience Requirements:

• Four-year degree and one year of collection experience preferred.  In place of a degree, three years of collection experience could be substituted.

Required Knowledge, Skills and Abilities:

• General knowledge of collection practices and default servicing processes
• Experience with installment, credit card, and real estate loan collections
• Knowledge of credit union or financial institution products and services
• Must be able to appropriately resolve conflicts, escalated issues, and complex member situations
• Must be PC literate; proficient in Microsoft Office and applicable loan/collection systems
• Ability to conform to new policies, procedures, and regulatory initiatives
• Must be organized, detail oriented, and able to manage multiple priorities
• Ability to function and thrive in a high-volume, production-driven environment with strict deadlines
• Ability to work effectively both independently and within a team environment
• Strong interpersonal skills with the ability to resolve conflict and miscommunication
• Strong written and verbal communication skills
• Ability to maintain a high level of confidentiality when handling sensitive member and financial information
• Knowledge of repossession and collateral recovery processes, including vendor management and asset disposition practices
• Understanding of applicable federal and state regulations, including FDCPA, SCRA, FCRA, UDAAP, BSA, OFAC, the Patriot Act, and state-specific laws (e.g., California Military and Veterans Code protections)