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Account Resolutions Manager

Los Angeles, CA 90025

Employment Type: Direct Hire Job Number: 8257

Job Description


Account Resolutions Manager

 

Location: Fully remote

Hours: M-F from 10am-7pm CST

Pay range: $96K – $120K

 

Job Responsibilities

 

Department Policy and Planning:
  • Develops and implements policies, procedures, and strategic plans for the Account Resolution Department.
  • Assists in creating both short-term and long-term goals, including operational budgets, loan loss allowances, process improvements, and delinquency forecasts by product type.
  • Ensures alignment between departmental goals and overall organizational plans.
  • Regularly reviews existing policies and procedures to enhance efficiency and service delivery.

 

Collections Administration and Performance:
  • Oversees collections operations, ensuring compliance with organizational policies and applicable regulations.
  • Evaluates work quality, productivity, and efficiency, recommending and implementing process improvements as needed.
  • Monitors and manages charge-offs, repossessions, foreclosures, and court-related collection actions, making informed recommendations.
  • Ensures thorough documentation of all collection activities and accurate accounting for charged-off accounts.
  • Handles complex and sensitive collections cases while maintaining confidentiality and professionalism.

 

Regulatory Compliance and Asset Protection:
  • Maintains a working knowledge of regulatory requirements related to financial services.
  • Safeguards organizational assets by ensuring properties are properly maintained and collection procedures are documented.

 

Member Relations and Communication:
  • Establishes and maintains professional relationships with members, community representatives, and trade organizations.
  • Resolves member inquiries, problems, and disputes courteously and professionally, utilizing effective communication and conflict resolution skills.
  • Provides financial counseling and negotiates repayment arrangements with delinquent borrowers.
  • Upholds a positive organizational reputation and promotes available services to members.

 

Team Leadership and Development:
  • Leads and supervises department personnel, setting clear objectives and fostering effective communication.
  • Identifies and addresses training needs, implementing development programs and cross-training initiatives.
  • Conducts performance evaluations, provides feedback, and implements corrective actions as necessary.
  • Manages staffing needs, including interviewing, hiring, and onboarding.

 

Collaboration and Reporting:
  • Coordinates efforts with other departments to optimize collections processes.
  • Keeps management informed about department performance and any significant challenges, offering recommendations for improvement.
  • Prepares and submits required reports and documentation.
  • Participates in meetings and committees as needed.

 

Additional Responsibilities:
  • Stays updated on industry trends, legal requirements, and best practices in collections.
  • Ensures compliance with evolving regulations and integrates changes into department procedures.
  • Maintains a clean, secure, and organized work environment.
  • Completes special projects and other assigned tasks as required.

 

Qualifications
  • Bachelor’s degree in finance, accounting, or a related field, or equivalent education and experience.
  • Extensive knowledge of collections, servicing, foreclosure, and bankruptcy processes, along with related legal and regulatory requirements.
  • Familiarity with lending programs, policies, and default enforcement clauses.
  • Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
  • Five to seven years of progressive experience in collections, with a preference for supervisory roles.
  • Experience in collecting on consumer loans and real estate is required.
  • Strong analytical, negotiation, leadership, and management skills.
  • Ability to work under high-pressure situations with attention to detail.
  • For remote-based employees, occasional travel (up to 10-20%) to the main office may be required.
  • Ability to perform primarily sedentary work with occasional lifting (up to 10 lbs) and navigating stairs in emergencies.
  • Consistent, reliable, and timely attendance is essential.

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