Manager, Collections

Posting #: 25-52

Location: Corporate (Kitchener/Hybrid)

Job Type: Regular, Full Time

Reports to: Director, Collections

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.
• Monitors Bankrupt Accounts and corresponds with Trustees.
• Identify and take necessary action to secure the Credit Union’s position on personal loans secured by chattels or promissory note.
• Work with Members and CUMIS in getting payments applied from CUMIS Insurance claims.
• Monitor and ensures compliance with incoming Court Orders from Small Claims Court, Revenue Canada, etc.
• Prepare documentation for the Director, Collections 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 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 prior to submission.
• Notifying and charge member’s mortgages for our internal insurance after Mortgage Administration Team have 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 addresses/ supports 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 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 written assigned 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 licence and reliable available vehicle
• Must be bondable

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]