Careers

Department: Lending/Collections

Reports To: Chief Lending Officer

FLSA Status: Exempt

Employment Type: Full-Time

Location: Auburn, AL

Supervises: Collections Specialists/Collectors

The Collection Manager is responsible for directing and managing the Credit Union's collection function across consumer, credit card, and real estate-secured delinquent accounts. This role develops and enforces collection strategies that minimize loss, maximize recovery, and maintain compliance with applicable federal and state regulations (including FDCPA, Regulation Z, Regulation B/ECOA, and NCUA guidance) while preserving positive member relationships. The Collection Manager supervises collections staff, monitors portfolio delinquency and charge-off trends, and works closely with Lending, Risk, and Compliance to protect the financial health of the Credit Union.

Functions and Responsibilities:

• Oversee day-to-day operations of the collections department, including early-stage delinquency, late-stage collections, repossession, foreclosure referral, skip tracing, and charge-off/recovery processes.

• Develop, implement, and continuously refine collection strategies and workflows to reduce delinquency and net charge-off ratios while supporting member retention.

• Supervise, train, schedule, and evaluate collections staff; set individual and team performance goals and provide regular coaching and performance feedback.

• Ensure all collection activity complies with the Fair Debt Collection Practices Act (FDCPA), Fair Credit Reporting Act (FCRA), Regulation Z, Regulation B, bankruptcy law, and applicable state collection statutes.

• Review and approve loan modifications, extensions, repayment plans, skip-payments, and settlement offers within established lending authority.

• Monitor and report on portfolio delinquency, roll rates, recovery rates, and charge-off trends to senior management and the Board as required.

• Coordinate with internal compliance officer and legal counsel and outside agencies on repossessions, foreclosures, bankruptcies, small claims filings, and litigation as needed.

• Manage relationships with third-party collection agencies, repossession vendors, skip-tracing services, and legal partners; evaluate vendor performance.

• Ensure accurate and timely credit bureau reporting related to delinquent, charged-off, and recovered accounts.

• Respond to escalated member disputes, hardship requests, and complaints involving collection activity.

• Maintain up-to-date collection policies and procedures; ensure staff training reflects current regulatory requirements and Credit Union policy.

• Prepare for and support internal audits, NCUA examinations, and compliance reviews related to the collections function.

• Perform other duties as assigned.

Supervisory Responsibilities

Directly supervises collections staff. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints; and resolving problems in accordance with Credit Union policy

Education and Experience

• Bachelor's degree in business, finance, or a related field preferred, or equivalent combination of education and experience.

• Minimum of 5 years of collections or lending experience, including consumer and real estate-secured collections, with at least 2 years in a supervisory or lead capacity.

• Working knowledge of FDCPA, FCRA, Regulation Z, Regulation B, bankruptcy proceedings, and repossession/foreclosure laws.

• Credit union or financial institution experience strongly preferred.

Knowledge, Skills, and Abilities

• Strong leadership and staff development skills, with the ability to motivate a team in a performance-driven environment.

• Sound judgment in evaluating hardship situations, negotiating repayment terms, and balancing loss mitigation with member service.

• Excellent verbal and written communication skills, including the ability to communicate effectively with members, staff, and outside agencies.

• Strong analytical skills with the ability to interpret delinquency, recovery, and charge-off data and translate it into action.

• Proficiency with core banking/loan servicing systems, collections software, and Microsoft Office (Excel in particular).

• High level of integrity and discretion when handling sensitive member financial information.

Physical Demands and Work Environment

Work is generally performed in a standard office environment. Requires prolonged periods of sitting, computer use, and telephone communication. Occasional travel may be required for training, vendor meetings, or legal proceedings.

Member Service Representative

Member Service Representatives are responsible for accurately processing financial transactions and serving as an effective source of information for members at the branch, drive-thru window, or by telephone. Can assist members with their financial needs by servicing transactions, counseling on product selection or use, opening new accounts, and processing consumer loans. Proactively seeks out cross-training opportunities to better assist members. Provides friendly, professional, and confidential assistance to members, promoting positive member experience.

Major Duties and Responsibilities

• Processes transactions, answers inquiries, and resolves problems or discrepancies with member accounts. Obtains and accurately records information required for the provision of services. Conducts thorough examination to verify information, member identification and document legality and ensures confidential information is protected and secured. Accurately records transactions and reconciles teller and branch totals.
• Maintains knowledge and thorough understanding of credit union processes, products and services to effectively assist members.
• Proactively identifies and recommends products and services to benefit the member. Uses every encounter as an opportunity to advise or educate the member about additional services or programs that might benefit them. Maintains knowledge of product and service offerings. Demonstrates customer service skills, attentiveness, tact, and diplomacy in dealing with members and co-workers.
• Works actively toward individual, branch, and credit union goals while ensuring quality service is provided.
• Troubleshoots and resolves member and internal inquiries in a timely, professional, and accurate manner.
• Complies with operations and security procedures. Maintains customer confidence and protects credit union operations by maintaining confidentiality.
• Must comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Experience Required

Up to 6 months of similar or related experience, including time spent in similar or preparatory positions.

Education Required

High School or better

Executive Assistant - Full Time, Auburn, AL

The Executive Assistant is responsible for providing vital administrative guidance and support to the CEO, Executive Team, Board of Directors, and various credit union committees. This role will help foster timely communication among stakeholders, coordinate multiple schedules, maintain accurate meeting minutes, and organize credit union information to support decision-making by the Executive Team and Board of Directors. The Executive Assistant will act as the primary point of contact for employees, members, non-members, and vendors seeking to meet with the CEO.

Key Responsibilities

Administrative Duties

· Compose, edit, and proofread correspondence to ensure all communication is clear and accurate. Read and distribute mail received for the Executive Team and the Board of Directors

· Serve as the point person for all meeting requests for the CEO. This includes maintaining the CEO’s calendar.

· Schedule recurring management meetings, take notes and record minutes as appropriate, and maintain an organizational project list.

· Make any necessary travel arrangements for the Board of Directors and the Executive Team.

· Maintain the policy and procedures review log and schedule the necessary periodic documentation reviews throughout the year.

Board Liaison Duties

· Compose and maintain accurate meeting minutes for all Board of Directors and various Committee meetings

· Schedule all Board and Committee meetings. This may include some off-site venues that require reservations/registrations.

· Coordinate and track Board educational opportunities. These include in-house training, online courses, webinars, and conferences.

· Ensures the monthly Board meeting packet is assembled and distributed to the Board of Directors at least one week prior to the monthly meeting.

Collaboration & Support

· Maintain excellent working relationships throughout the organization.

· Support rollout of new products, services, and system updates through clear communication.

· Assist with organizational initiatives that require staff education and change management

Education & Experience

· High School Diploma

· Working knowledge of credit union or banking products, services, and operations

· Excellent communication and interpersonal skills

· Extensive knowledge of Microsoft Office products

· Strong organizational skills

Key Competencies

· Excellent communicator

· Adaptable problem-solver that can work on multiple enterprise-wide projects

· Attention to detail and highly organized

· Demonstrates sound judgment and critical thinking skills

· Professional demeanor and appearance

· Proven ability to handle confidential information with discretion

Work Environment

· Primarily office-based with periodic travel to branches and community locations throughout our service area footprint

· Occasional evening or weekend hours for community events, board meetings, annual meeting, and other events that require the executive team’s presence.

Department: Operations

Reports To: Director of Branch Operations

Indirect Reporting Relationship: Maintains an indirect reporting relationship with the Chief Lending Officer regarding lending operations, loan production, underwriting compliance, and lending-related performance and procedures.

Supervises: Approximately 3–10 employees

Position Summary

The Branch Manager is responsible for directing and overseeing the daily operations of the branch to ensure efficient and effective service delivery, operational excellence, regulatory compliance, and achievement of organizational goals. This position provides leadership and strategic direction for branch staff, promotes exceptional member service, manages lending and operational functions, and ensures adherence to all credit union policies, procedures, and applicable federal and state regulations. The Branch Manager serves as a key representative of the credit union within the community while fostering a positive, service-oriented environment for members and employees.

Essential Duties and Responsibilities

Branch Operations & Leadership

• Direct and oversee all branch operations to ensure efficient workflow, quality member service, and compliance with established policies and procedures.

• Participate in the credit union’s short-term and long-term strategic planning initiatives.

• Monitor branch profitability, productivity, and operational performance metrics, including transaction volume, loan production, new accounts, sales activity, and service standards.

• Maintain efficient management of walk-in traffic, online processes, and telephone operations.

• Coordinate facility, equipment, and maintenance needs for both interior and exterior branch operations.

• Perform secure branch opening and closing procedures and maintain security standards.

• Ensure branch cleanliness, organization, safety, and security.

Staff Management & Development

• Hire, train, supervise, coach, and evaluate branch personnel, including Member Service Supervisors and Member Service Representatives.

• Foster a positive, team-oriented culture focused on member service excellence and cross-selling initiatives.

• Conduct regular coaching sessions, performance evaluations, and staff meetings.

• Assist Director of Training in the development and implementation of training programs for branch personnel.

• Schedule and supervise staff to maintain optimal service levels and operational efficiency.

• Communicate organizational goals, expectations, policies, and procedural changes clearly and effectively to staff.

Member Service & Lending

• Maintain thorough knowledge of all credit union products, services, policies, and procedures.

• Receive, review, investigate, verify, and refer loan applications in accordance with lending policies.

• Prepare and review loan documentation for disbursement.

• Assist members and staff in resolving complex account issues and member complaints.

• Support collection efforts for delinquent loan and deposit accounts.

• Maintain IRA product knowledge and oversee IRA documentation administration.

• Perform duties of Member Service Representative or other operational roles as needed.

Compliance, Auditing & Risk Management

• Ensure branch compliance with all applicable laws, regulations, and internal controls, including:

• Federal Credit Union Act
• NCUA Rules and Regulations
• Truth in Lending requirements
• Bank Secrecy Act (BSA)
• USA Patriot Act

• Oversee branch audit functions and prepare required reports.

• Maintain accurate interest calculations, disclosures, and account documentation.

• Monitor commercial account documentation and compliance standards.

• Analyze and implement security and safety procedures and communicate updates to staff.

Reporting & Administrative Functions

• Prepare and submit daily, weekly, monthly, and annual operational and productivity reports to executive management.

• Prepare and manage the branch budget.

• Conduct monthly branch meetings and maintain open communication with leadership regarding branch operations and performance.

• Perform additional duties and special projects as assigned by management.

Qualifications

Education & Experience

• Bachelor’s degree in Business, Finance, Management, or related field preferred. Equivalent education and experience may be considered.

• Minimum of 3–5 years of financial institution experience, including branch operations and/or lending.

• Minimum of 2 years of supervisory or management experience preferred.

Knowledge, Skills & Abilities

• Strong leadership, supervisory, coaching, and team-building skills.

• Excellent verbal and written communication skills.

• Knowledge of credit union operations, lending practices, and financial institution regulations.

• Understanding of general accounting principles and audit procedures.

• Ability to analyze operational performance and implement process improvements.

• Strong problem-solving and member service skills.

• Ability to maintain confidentiality and exercise sound judgment.

• Proficiency with PC systems in a Windows environment, including office equipment and related technology.

Physical Requirements

• Ability to lift up to 25 pounds.

• Frequent computer use requiring hand/wrist movement and visual focus.

• Ability to sit for extended periods as well as stoop, bend, and reach overhead as needed.

Professional Expectations

• Maintain professionalism, confidentiality, and integrity in all interactions.

• Develop and maintain strong relationships with members, employees, management, and external agencies.

• Represent and promote the credit union positively within the community by actively participating in local Chamber of Commerce events, civic organizations, business networking opportunities, financial education initiatives, and other community activities and events.

• Stay informed on industry trends, regulatory changes, and professional development opportunities

Department: Lending/Collections

Reports To: Chief Lending Officer

FLSA Status: Non-Exempt

Employment Type: Full-Time

Location: Auburn, AL

The Loan Operations Specialist supports the Credit Union's lending function by performing pre-funding quality control review, loan document preparation, and processing support across consumer and indirect lending channels. This role verifies loan files for accuracy and completeness prior to funding, ensures compliance with Credit Union policy and applicable regulations, and works closely with indirect dealer partners, loan officers, and underwriting to keep loans moving efficiently through the pipeline.

Functions and Responsibilities:

• Perform pre-funding quality control review of consumer and indirect loan files to verify accuracy, completeness, and compliance with Credit Union policy prior to disbursement.

• Review loan documentation, including applications, credit approvals, title work, insurance verification, and stipulations, to confirm all conditions have been satisfied.

• Process indirect lending applications received through dealer channels; verify dealer paperwork and pricing against approved terms.

• Fund approved consumer and indirect loans accurately and within established turnaround-time standards.

• Identify and resolve documentation discrepancies, missing stipulations, or funding exceptions in coordination with loan officers and underwriters.

• Maintain accurate loan file records in the core system and imaging/document management system.

• Monitor rate change schedules and generate/send required borrower notifications in accordance with regulatory timing and disclosure requirements.

• Create and distribute indirect lending packets to dealer partners and members through both electronic and mailed delivery channels.

• Monitor pipeline reports to ensure loans are processed and funded within service-level expectations.

• Support loan officers and members with status updates, payoff requests, and general loan servicing questions as needed.

• Stay current on lending regulations (including Regulation Z, Regulation B, and applicable state lending law) and Credit Union lending policy.

• Perform other duties as assigned.

Education and Experience

• Bachelor's degree in business, finance, or a related field preferred, or equivalent combination of education and experience.

• Minimum of 5 years of collections or lending experience, including consumer and real estate-secured collections, with at least 2 years in a supervisory or lead capacity.

• Working knowledge of FDCPA, FCRA, Regulation Z, Regulation B, bankruptcy proceedings, and repossession/foreclosure laws.

• Credit union or financial institution experience strongly preferred.

Knowledge, Skills, and Abilities

Strong attention to detail and accuracy when reviewing loan documentation and funding.

Physical Demands and Work Environment

Work is generally performed in a standard office environment. Requires prolonged periods of sitting, computer use, and telephone communication. Occasional travel may be required for training, vendor meetings, or legal proceedings.