Manager, Repossession

To plan, direct and manage the operations of the Repossession branch. Manage the assignment and selling of consumer collateral in accordance with established policies, procedures and guidelines. Manage and authorize accounts submitted for charge-off, legal action, or work with third party vendors, and expenses related to the repossession and sale of collateral property. Ensure that strategic initiatives are consistently applied and aligned with division objectives. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic plans. May act as AVP Collections in the incumbent's absence.

• Develop branch strategy, establish priorities and set goals; evaluate and implement standards to ensure alignment with department/organizational objectives
• Manage and direct operations to ensure targets, service level agreements and corporate objectives are met
• Oversee the process of determining whether or not to pursue litigation in collecting delinquent member accounts; confer and consult with OGC and external law offices on litigation cases, and provide detailed case analysis and documentation as needed
• Ensure the Recovery Database Network and Auto IMS is maintained and updated
• Manage the Digital Recognition Network containing camera images of repossessed vehicles, and authorize vehicle sales to third party buyers
• Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations and NFCU policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Investigate escalated member inquiries/complaints and take appropriate action
• Maintain weekly and monthly repossession reports and data submitted for skip investigation
• Conduct benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, reduce losses, minimize financial risk, and maintain high operational efficiency
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Serve as liaison to internal/external auditors; review and implement recommended/approved procedural changes
• Manage vendor relationships to ensure compliance with insurance and licenses
• Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
• Provide CEO/Management Council/Board of Directors and senior management with necessary reports/updates
• Perform quality control audits to ensure compliance with applicable federal and state laws, rules, regulations, and NFCU policies and procedures
• Develop and implement change management strategies and solutions
• Lead and inspire the team in developing best practices in the performance of duties and responsibilities
• Create projects and assign responsibilities based on priority, staff availability, and resources
• Oversee training and development programs for staff; evaluate training programs to ascertain effectiveness
• Collaborate with internal business partners to analyze portfolio and implement relevant policies and procedures
• Lead and/or represent the branch in change management efforts, cross-functional initiatives and department/organization projects
• Serve on various committees and attend meetings
• Perform other duties as assigned

• Advanced knowledge of applicable federal and state laws, rules, and regulations (e.g., Bankruptcy Reform Act, Uniform Commercial Code, Fair Debt Collection Practices Act, Fair Credit Reporting Act, Equal Credit Reporting Act, NCUA, CFPB, BSA, etc.)
• Advanced knowledge of DMV processes pertaining to vehicle titling
• Expert knowledge of financial industry trends, products and services
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• Extensive progressively responsible experience leading and managing a collections and automated systems operation, preferably in a large financial institution
• Extensive experience in collecting, negotiating, and repossessing delinquent consumer accounts (e.g., vehicles and other forms of collateral)