• Job Description

  Req#: CREDI006914

  The Credit Assistance Manager I oversee the daily operations and service delivery of early-stage delinquency collections. The role is a critical part in optimizing the Credit Assistance department’s performance and contributing to the organization’s overall success in managing collections. They drive the adoption of technology solutions to enhance the member and employee experience and increase organizational efficiency while ensuring effective collection practices. They also evaluate performance for exceptional member and internal service delivery, overall compliance with regulatory requirements, and opportunities for internal and organization-wide process improvement. This manager leads and develops a dedicated team and works collaboratively to achieve departmental goals, all while upholding the highest standards of member service and compliance.

  What you will do here:

  Build and manage a high-performing team through effective onboarding, performance coaching, and development of team members with adherence to department and organization standards

  Ensure direct reports are consistently meeting or exceeding individual KPI including Calls Per Hour, Availability %, and Quality, by providing exceptional member service and reducing or eliminating procedure errors

  Address member complaints and support in resolving disputes to uphold the organization's commitment to excellent member service

  Regularly evaluate and suggest opportunities to enhance service delivery, efficiency, and accuracy to department procedures and best practices to minimize delinquencies, mitigate losses, and assess the effectiveness of existing policies and procedures.

  Perform other job-related duties as assigned

  What you will need:

  High School Diploma or GED

  Bachelor’s Degree in Business, Organizational Leadership or related field preferred; or Equivalent combination of education and experience required.

  4+ years of experience in collections or credit assistance required.

  2+ years of progressive responsibility or leading a team of collectors or processors required.

  3+ years of financial institution experience required.

  Excellent communication skills are required. Must be able to influence change with direct reports and across internal and cross-functional teams. Incumbents must have the ability to build upon ideas and strategies in a proactive manner so that fundamental initiatives can be realized required.

  Strong organizational skills, the ability to prioritize and manage multiple tasks, and quickly adapt to a changing environment and crisis management required.

  Aptitude for process efficiency, strong operational oversight, and compliance with regulatory requirements required.

  Demonstrated ability to make effective decisions in a timely manner that produce results aligned with the organizational strategy required.

  Proficient with MS Office Suite Products (Word, Excel, PowerPoint).

  We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

  For additional information about our organization, careers, and benefits, visit: http://www.desertfinancial.com/careers.

• About the company

  Desert Financial Credit Union is a credit union based in Phoenix, Arizona, that operates 48 branches and service centers throughout Gila, Maricopa, and Pinal counties and now statewide in Arizona.

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