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 Manager, Collections Strategy & Support to work onsite at our San Antonio, Texas service center. The Manager of Collection Strategy and Support is responsible for overseeing a team of collection reporting specialists, ensuring the effectiveness of collection strategies, and supporting key initiatives aimed at reducing delinquency, minimizing loss, and optimizing collection processes. This role will work closely with leadership to analyze collection performance, develop actionable strategies, monitor progress, and report key insights. The Manager will also focus on workforce management, training, and ensuring system performance for optimized collections operations. 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. Manage a team of collection reporting specialists and workforce analysts establishing clear goals, priorities, and performance expectations. Regularly evaluate team performance, provide feedback, and support professional development. Conduct mid-year and year-end performance appraisals, ensuring performance standards are met and exceeded. Review monthly scorecard performance, making recommendations for promotions, corrective actions, or terminations as appropriate. Monitor and evaluate the performance of existing collection strategies and identify areas for improvement. Assist in the development, implementation, and adjustment of collection strategies to drive better results and optimize member engagement. Provide insights and recommendations based on analysis of collection data and adjust strategies to improve outcomes. Develop and maintain impactful reports that support the collection strategy and improve operational performance. Oversee and ensure the accuracy and validity of data in reports disseminated to stakeholders, including leadership, and external parties. Assist leadership in monitoring key performance indicators (KPIs) and collection metrics, highlighting potential concerns and opportunities. Ensure training for collection leadership and teams on reporting tools and data interpretation to improve decision-making. Stay engaged with the software systems used by the collection and servicing departments to ensure training materials are up to date and reflect system changes. Ensure effective capacity planning for collection teams to maximize the effectiveness of telephony and dialer systems. Monitor call trends and volumes to identify spikes in demand and provide recommendations for improvements or adjustments. Guide best practices for telephony and dialer usage to ensure efficiency and optimal system utilization. Identify opportunities for improving workforce efficiency and performance, including through process improvement initiatives and technology enhancements. Work with HR and leadership teams to ensure optimal staffing based on performance and business requirements. Recommend and implement strategies for improving agent productivity, including adjustments to training, coaching, or performance management. Utilize workforce management software to oversee real-time staffing and manage day-to-day operations to ensure that service levels are met; adjust schedules, deploy resources, and manage agent availability to meet changing call volumes or demand; and troubleshoot and resolve issues that affect staffing, such as call spikes, system issues, or unexpected absenteeism. Monitor team performance against established metrics, including service level adherence, average handle time (AHT), occupancy rate, and first call resolution (FCR). Prepare and deliver performance reports to senior leadership, highlighting key metrics and trends. Analyze workforce management data to identify areas of improvement, process inefficiencies, and opportunities for optimizing resource allocation. Assist with telecom-related issues, including system malfunctions and connectivity problems, ensuring minimal disruption to operations. Represent the Collections team during investor calls, highlighting and reporting on collection issues associated with investor-owned accounts. Assist in the development of in-line controls to reduce non-compliance incidents within the collections department. Research and recommend process improvements for the collections strategy, specifically focusing on telephony systems and technologies that support the department. Collaborate with leadership and the technology team to implement new systems, strategies, and tools to improve collection efficiency and member satisfaction. Qualifications Equivalent combination of education and experience is considered. Bachelor’s Degree in Business or a related field required. Minimum of eight (8) years’ progressively responsible work experience within Collections in a financial institution. Minimum of three (3) years’ experience in a supervisory/management role preferred. Minimum of three (3) years’ experience analyzing large data sets, creating and interpreting reports. Minimum of five (3) years’ experience data mining and developing reports, interpreting those reports, and presenting the data in a clear and concise professional manner. Minimum of one (1) year experience with Tableau and SQL and relational databases required. Minimum of two (2) years’ experience in Workforce Management, including experience in forecasting, scheduling, and real-time management. Strong experience in forecasting call volume, demand trends, and scheduling requirements, leveraging historical data and trend analysis. Experience with creating, analyzing, and adjusting schedules to meet changing demand and optimize staffing levels across multiple shifts and departments. Experience within the lending industry and strong collection background is preferred. Strong interpersonal skills including mentoring, coaching, collaborating, and team building. Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies. Excellent oral and written communication skills, including strong presentation skills, is required. Effective time management, problem solving and multi-tasking skills. Proficient in the use of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) and data visualization tools. Supervisory Responsibility This position will supervise employees. Licenses and Certifications No additional licenses or certifications 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 Ability to travel to various worksites and be on-call is not 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 Opportunity PenFed 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.