Overview Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family. PenFed is hiring a Director, Collections Recovery Operations to work onsite at our San Antonio, Texas service center. The incumbent has management responsibility for the Collection Contact Center Operations of PenFed’s Delinquency Control Center. Emphasis will be placed on the strategy, planning and direction of cost-effective solutions to business issues. Collecting on all PenFed consumer loan products. Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. + Motivates and leads a high-performance team to support the credit union mission. + Responsible for all third-party & vendors performing activities related to member collection contact. + Manages assigned functions ensuring the efficient and cost-effective operation by analyzing, developing, interpreting, revising and implementing related policies, programs and procedures. + Responsible for overseeing the development of the budget and business plans for the collections group. + Evaluate and advise on the short- and long-term impact of programs, strategies and regulatory action. + Oversees the management of a contact center dialer with inbound and outbound collection group activities. + Responsible for ensuring that all collections accounts are assigned to an agent and are regularly worked in accordance with the established contact strategy plan. + Manages the policies, procedures, and processes that exist across the collections lifecycle, including early-, mid-, and late-stage. + Provides leadership and management in developing and implementing programs, policies, and procedures to ensure that the mission and core values of the company are put into practice in all areas of responsibility. + Enhance and/or develop, implement and enforce policies and procedures of the organization by way of systems that will improve the overall operation and effectiveness of the areas of responsibility + Identifies and implements technologies and service strategies to support business and user needs. + Reviews competitive market practices and recommends value added initiatives to improve competitive posture and efficiency. + Keeps informed of new ideas and developments through publications, membership in professional organizations and contact with other financial institutions. + Implements sufficient training, automation, and resiliency to ensure continuity of operations. + Maintains sound understanding of PenFed’s lending programs. Ensure that related programs, policies, and procedures conform to regulatory agencies and Federal and State regulations, standards, and guidelines, pertaining not limited to Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, NCUA Privacy + Regulations, Reg B, Reg Z, Service Members Civil Relief, and FCRA/FACTA. Required to attend initial and ongoing annual Bank Secrecy Act. Qualifications An equivalent combination of education and experience is considered. + Bachelor’s degree in business or a related field is required. Master’s degree in a related field is preferred. + Minimum of twelve (12) years of experience in Consumer Collections required. + Minimum of five (5) years of direct management experience required. + Requires experience in managing multiple teams/functions and building relationships with people at a variety of levels. + Experience with running an outbound contact center is required. + Experience with collateralization of loan products is required. + Strong knowledge of the technologies, methodologies and practices relevant to the discipline. + Strong knowledge of the roles, skills and technical knowledge required to achieve goals within the relevant collections discipline. Supervisory Responsibility This position will supervise employees. Licenses and Certifications No additional licenses or certifications are required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel The ability to travel to various worksites and be on-call is required. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.