Financial Assistance Manager (Collections)

• Certified Great Place to Work®
• Competitive pay
• Annual incentive/bonus potential
• Comprehensive benefits package including health, dental, vision, life, and AD&D
• 401(k) plan with employer match
• Hybrid work from home flexibility (min 3 days a week in office)
• Generous paid time off and holidays
• Tuition reimbursement and professional development opportunities
• Opportunities for professional growth and career development
• Meaningful work that positively impacts our members and communities

• Lead and develop the Financial Assistance team, including hiring, onboarding, coaching, performance management, scheduling, and workload distribution. 
• Oversee daily operations across delinquency, collections, loss mitigation, bankruptcy, foreclosure, repossession, credit reporting, and related queues. 
• Develop and oversee collections and loss mitigation strategies that support effective delinquency resolution, recoveries, and appropriate member outcomes. 
• Provide oversight of loan workouts, payment arrangements, modifications, forbearance, and other approved loss mitigation solutions. 
• Oversee bankruptcy, foreclosure, and repossession activities, ensuring appropriate documentation, timelines, vendor coordination, and escalation processes. 
• Monitor portfolio performance, delinquency trends, recoveries, and operational results and use data to identify risks and opportunities. 
• Prepare operational, portfolio, and risk reporting for senior leadership, auditors, vendors, investors, and the Board of Directors. 
• Ensure department activities comply with applicable federal and state requirements, Credit Union policies, investor requirements, and internal controls. 
• Serve as an escalation point for complex or high-risk member situations and collaborate with members, vendors, investors, attorneys, trustees, and internal partners to resolve issues. 
• Determine or recommend appropriate account actions, including payment arrangements, restrictions, setoffs, service freezes, loss mitigation actions, repossessions, foreclosures, and charge-offs, within established authority. 
• Identify and implement process, workflow, and technology improvements that strengthen efficiency, controls, and the member experience. 
• Lead and support department initiatives, system enhancements, and program changes impacting Financial Assistance operations. 
• Foster a collaborative, accountable, and high-performing team culture grounded in service, integrity, and continuous improvement.

• 5+ years of experience leading, coaching, and developing employees, with demonstrated accountability for team performance and results. 
• Credit union, banking, or financial services experience strongly preferred. 
• Strong knowledge of collections, delinquency management, loss mitigation, bankruptcy, foreclosure, repossession, and credit reporting. 
• Understanding of applicable federal and state requirements, including FDCPA and Massachusetts regulations, as well as requirements governing loss mitigation, bankruptcy, foreclosure, repossession, and credit reporting. 
• Experience analyzing portfolio and operational data to identify trends, assess risk, and improve performance. 
• Strong understanding of credit, risk assessment, internal controls, and member-focused collections practices. 
• Advanced proficiency with Microsoft Office, particularly Excel, Word, Teams, and Outlook. 
• Strong communication, organizational, analytical, and relationship-building skills. 
• Ability to navigate sensitive and complex situations with sound judgment, professionalism, and empathy. 
• Ability to manage competing priorities in a fast-paced, highly regulated environment.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.