The Role
The Manager, Collections plays a critical leadership role in overseeing the effective management of lending products in arrears. This role is responsible for ensuring adherence to all Delinquency Control, Risk Management, and applicable Credit Union policies. As a key member of the Collections team, the Manager supports the Director, Collections in executing strategic projects and continuous process improvements.
This position leads by example—coaching, mentoring, and developing team members to ensure operational excellence, strong member service, and consistent performance. The Manager, Collections is a trusted advisor and escalation point for complex files and plays a pivotal role in achieving departmental goals while protecting the integrity of YNCU’s lending portfolio.
· Responsible for the ongoing identification & management of the Credit Union’s portfolio of defaulted loans, lines of credit, SAODs and mortgages which includes direct contact with delinquent Members
· Assist the Director, Collections with maintenance and management of the Impaired and Retail Watch List Report, reserves as required by FSRAO under Bylaw #6, and collection where feasible of previously written off accounts
· Provide instruction and guidance to the retail branch network with regards to delinquency collection and options to securitize the Credit Union’s position
· Under guidance from the Director, Collections, directly interact with the approved bailiff’s and legal counsel to enforce security and the designated real estate offices for the purposes of repossessing vehicle assets and or listing real estate held for sale
· Assist the Director, Collections with listings and collection strategy (reduction of delinquent percentages) on past due unsecured/partially secured loans or those secured by real property
· Monitor Bankrupt Accounts and correspond with Trustees
· Identify and take necessary action to secure the Credit Union’s position on personal loans secured by chattels or promissory notes
· Work with Members and CUMIS in getting payments applied from CUMIS Insurance claims
· Monitor and ensure compliance with incoming Court Orders from Small Claims Court, Revenue Canada, etc.
· Prepare documentation for the Director, Collection’s overview and signature on assignment of files to third-party collections/recovery efforts, including Small Claims Court actions, demand for payment issuances, legal assignment or other issues as directed
· Install on the DNA platform and collect all related fees associated with requests for payment deferrals submitted by the branches as approved by the Branch Managers, Director, Member Experience or the Director, Collections
· Process claims, correspond in accordance with CMHC or Sagen reporting guidelines and CUMIS remedies under blanket coverage policies for review by Director, Collections before submission
· Notifying and charging members’ mortgages for our internal insurance after the Mortgage Administration Team has done their due diligence in resolving their homeowner insurance issue
· Process account write-offs along with members of their team when approved.
· Provide coaching and training to the Collections Officers under their supervision
· Identify key areas for improvement in the area of lending knowledge and address/support resolution in conjunction with the Director, Collections and as requested
· Provide coverage for the Director, Collections in their absence
· Assist Director, Collections with reporting requirements of the Board and Corporate management relative to areas as assigned
· To be involved in recovery actions on non-lending related unauthorized overdrafts or fraudulent items, as assigned by the department on occasion by the Director, Member Experience, as per YNCU policy and procedures
· All other collection activities and reporting as required or assigned
· Abide by YNCU policies, procedures, standards, guidelines and practices as per YNCU’s Health & Safety Policy, procedures and the Occupational Health & Safety Act as amended from time to time
· Other duties as required
What we are looking for
· Post-secondary diploma, degree and/ or certification in Business Administration, Economics, Finance, Commerce, Real Estate or a related program, or an equivalent combination of education and experience
· Minimum five (5) years of experience in a financial institution related to collections and default management, with supervisory experience preferred
· Minimum five (5) years of experience supervising staff, coaching and developing direct reports, completing performance reviews and handling all aspects of performance management
· Experience in consumer and mortgage lending, as well as having a general knowledge of available financial products and services, would be an asset
· Must be computer literate, have an effective working knowledge of Microsoft Office (Outlook Excel, Word) and a willingness and ability to learn and utilize YNCU’s banking system, applications, platforms, and emerging technologies
· Must have a valid Ontario driver's license and a reliable available vehicle
· Must be bondable
Why work at YNCU?
YNCU employees get to be a part of the growing credit union movement and help us get the word out on why banking locally is so important. We’re your friendly, helpful, and financially savvy neighbour who provides tailored financial services to our members, supports small businesses, creates local jobs, and gives back to causes that matter. Through our Good Neighbours Employee Volunteer Program and Monthly Staff Donation Draws, we even let you choose the causes we donate to and support. YNCU is recognized for the following:
· Certified Ontario Living Wage Employer
· B Corp Certified
· Flexible work arrangements once fully oriented
· Competitive Compensation, Incentive Programs and Benefits
· Remote/working from home hybrid option once fully oriented
· 37.5-hour work week
· 7% matching pension
· Benefits are 100% paid for by YNCU
· 2024 Canada's Healthy Workplace Month Great Employer Award
· Wellness Initiatives including our Employee and Family Assistance Program, premium membership for Calm, Consult+, and LIFT Virtual Fitness
· Learning and Development Opportunities
· Paid Volunteer opportunities
· Fun and meaningful Employee Resource Groups
· Free bank account and discounted rates for Employee’s
To be considered for this opportunity please submit resume and cover letter, in confidence to [email protected].
YNCU strives to be a diverse workplace reflective of the communities that we live in. We are committed to a diverse workforce and invite everyone to apply. YNCU makes hiring decisions solely on qualifications, merit, and business needs at the time.
YNCU is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, gender, religion, sexual orientation, national origin, disability, pregnancy, or any other protected characteristic as outlined by national, provincial, or municipal laws. This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training.
Your Neighbourhood Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process. Please contact Human Resources at [email protected]
Job Types: Full-time, Permanent
Expected hours: 37.5 per week
Benefits:
- Company pension
- Dental care
- Employee assistance program
- On-site parking
- RRSP match
- Vision care
- Wellness program
Flexible language requirement:
- French not required
Schedule:
- Day shift
- Monday to Friday
Work Location: Hybrid remote in Kitchener, ON N2P 2N4
