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Director, Collections and Recovery
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Job Title: Director, Collections and Recovery
Reports To: Chief Lending Officer
Positions Supervised:
FLSA Status: Exempt
Job Summary
The Director of Collections and Recovery provides strategic leadership and operational oversight for all credit union collection and recovery activities across all loan types, including auto (new, used, RV, and motorcycle), unsecured, credit card, mortgage, and home equity portfolios. This role ensures the protection of the credit union’s assets through effective delinquency management, loss mitigation, and recovery processes. The Director develops policies, procedures, and performance standards to ensure compliance with all applicable federal and state regulations, while cultivating a culture of integrity, diversity, excellence, and ownership within the department. ** This is a Hybrid/St. Louis position**
Job Responsibilities
The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks other than those specifically stated in this description.
Strategic Leadership & Management
- Lead, coach, and develop a high-performing team including the Collections Manager, Bankruptcy Specialist, Recovery Specialist, Loss Mitigation Specialist, and Collections Systems Analyst
- Set departmental goals, performance metrics, and strategies aligned with the credit union’s mission and risk appetite
- Oversee all pre- and post-charge-off activities, ensuring consistent and member-focused collection practices
- Collaborate with other departments (Lending, Risk, Accounting, Member Experience) to ensure accurate reporting, effective communication, and coordinated member outreach efforts
- Serve as the primary liaison for third-party vendors, collection agencies, and attorneys handling recovery or repossession efforts
Collections & Recovery Operations
- Direct all aspects of loan collections and recovery across all consumer and real estate loan types
- Ensure accurate, timely, and fair handling of delinquent accounts, bankruptcies, repossessions, and charged-off loans
- Monitor delinquency, charge-off, and recovery performance, recommending strategies to minimize losses and improve efficiency
- Oversee the repossession and remarketing process for collateral, ensuring compliance with federal, state, and credit union policy
- Manage the recovery of charged-off accounts, including external agency placements and settlements
Loss Mitigation
- Guide the Loss Mitigation Specialist in assisting members experiencing financial hardship, including extensions, deferments, and other relief programs for consumer loans
- Ensure member outreach aligns with credit union values, balancing compassion and accountability
Compliance & Risk Management
- Maintain compliance with all relevant regulations, including FDCPA, FCRA, GLBA, UDAAP, ECOA, BSA, SCRA, and NCUA guidance
- Ensure all collection and recovery processes adhere to internal policies and applicable legal standards
- Oversee recordkeeping, system controls, and audit responses for all collection-related activities
- Partner with the Compliance and Legal departments to assess and mitigate risk exposures
- Ensure proper handling and documentation of bankruptcies, repossessions, and legal proceedings
Data, Systems, and Reporting
- Oversee the Collections Systems Analyst in optimizing and maintaining collection technology platforms, workflows, and reporting dashboards
- Utilize data analytics to track trends, forecast losses, and drive process improvements
- Provide regular performance reports to executive leadership, identifying risks, opportunities, and key portfolio indicators
Required Qualifications
An equivalent combination of education, training, and experience will be considered.
- High school diploma or equivalent
- 7+ years of experience in collections, loss mitigation, or recovery management within a financial institution
- 3+ years in a leadership role
Preferred Qualifications
- Bachelor’s degree in Business Administration, Finance, or a related field required
- 10+ years of experience in collections, loss mitigation, or recovery management within a financial institution
- 5+ years in a leadership role
Knowledge, Skills, and Abilities (KSAs)
A representation of the knowledge, skills, and abilities necessary to perform this job competently.
- Proven success managing diverse teams and multi-portfolio collections (consumer, mortgage, credit card, and real estate)
- Deep knowledge of collection laws, consumer lending regulations, and recovery processes
- Strong leadership, coaching, and communication skills
- Analytical and data-driven mindset with proficiency in collection and core system reporting tools
- Demonstrated ability to develop and implement strategic plans and process improvements
- High ethical standards and commitment to maintaining confidentiality and fairness in all decisions
Work Environment
Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.
- Hybrid work environment (combination of remote & onsite); requires regular use of online tools, systems, and collaboration platforms
- General office setting when working onsite
Physical Abilities
The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Ability to work at a computer in a stationary position for up to 8 hours per day
- Ability to occasionally carry light materials (e.g., laptop, presentation materials)
Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity or expression, national origin, military or veteran status, disability (including pregnancy), genetic information, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.
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