Collections Operations Manager

UW Credit Union is hiring a Collections Operations Manager (Credit Solutions Operations Manager) to be part of our Credit Solutions Leadership team. UW Credit Union's Credit Solutions Department does things differently. When we say, "here for every you", we mean it. Our Credit Solutions 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 members' overall financial wellbeing. The early-stage team's primary focus is offering solutions to members via inbound/outbound calls. This individual will assess volumes of delinquent accounts and inbound phone calls to manage staffing focus on inbound vs. outbound calls. This team-oriented leader will work with each Credit Solutions 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 hybrid position

Work with HR and senior management to select and retain highly engaged employees.
• Collaborate with the Credit Solutions manager and lead a team with employees located in Madison and Milwaukee.
• 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 credit solutions 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 findings 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

• Bachelor's degree in related field; or equivalent combination of education and experience
• 2-3 years leadership experience in a call center or collections required
• 4-5 years call center, collection, financial or related experience required

What's in it for you?

Join one of Wisconsin's premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine's Best Places to Work, Wisconsin State Journal's Top Workplaces, and Milwaukee Journal Sentinel's Top Workplaces to receive:

• 21.5 days off annually
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 11 paid holidays (includes your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Free bus pass and BCyclemembership
• Competitive Medical, Dental and Vision plans, 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.