AVP Collections Greater Santa Ana, CA Area

At Orange County’s Federal Credit Union (OCFCU), banking is personal—and it always has been. For more than 87 years, we’ve built genuine relationships, provided trusted guidance, and put people before transactions to help our members achieve life’s most important milestones.

Today, with more than $3 billion in assets and 145,000+ members, we continue to grow while staying true to the values that have made us one of Orange County’s most respected financial institutions. We’ve been named #1 Credit Union by the Orange County Register for several years and most recently in 2024 & 2025. We’re also honored with workplace satisfaction—driven directly by employee voices. When you join OCFCU, you’re joining a workplace where people genuinely enjoy showing up and feel empowered to do meaningful, impactful work every day.

As the AVP Collections you'll lead the overall function and strategy, with accountability for the health and performance of the delinquency portfolio. The role develops and executes strategies designed to minimize credit losses, improve delinquency, charge-off and recovery performance, and maximize member retention and goodwill. It also provides strategic leadership to the Assistant Manager and the collections team, while overseeing collection practices, loss mitigation, recoveries, repossessions, bankruptcies, foreclosures, loan modifications, commercial collections and related third-party relationships.

ESSENTIAL FUNCTIONS:

• Owns the overall health and performance of the Credit Union’s delinquency and collections portfolio, including monitoring delinquency trends, roll rates, charge-offs, recoveries, repossessions, cure rates and other key portfolio indicators.
• Analyzes portfolio and member data to identify trends, emerging risks, opportunities and treatment effectiveness and translates findings into actionable collection strategies.
• Uses account segmentation, risk tiers and member data to optimize cross-channel collection treatments, including automation, digital outreach, outbound calls, inbound interactions and other appropriate human interventions.
• Continuously evaluates collection treatment effectiveness and refines segmentation, workflows, channels, timing and strategies to improve contact rates, cure rates, recoveries and member outcomes.
• Directly manages and develops the Assistant Manager, Collections and provides leadership, coaching and accountability for the seven collectors.
• Oversees daily collections operations through the Assistant Manager, including workload management, staffing, productivity, quality, training, coaching, cross-training and adherence to policies and procedures.
• Ensures effective management of payment arrangements, promise-to-pay commitments, delinquent loans, negative shares, hardships, credit card delinquency and charge-offs.
• Provides oversight of repossessions, deficiency balances, bankruptcies, foreclosures, loan modifications and other complex or high-risk collection matters.
• Oversees commercial collections and develops appropriate strategies for commercial delinquency and recovery.
• Determines or approves accounts for charge-off in accordance with Credit Union policy and ensures timely placement, recovery and reporting of charged-off accounts.
• Evaluates, selects, manages and monitors third-party collection agencies, legal counsel, skip-trace vendors, repossession companies and other collection-related service providers.
• Establishes performance expectations and service standards for third-party vendors, evaluates results and takes corrective action when performance, compliance or contractual requirements are not met.
• Maintains effective relationships with collection agencies and legal counsel and consults on bankruptcy, foreclosure, litigation and other legal collection matters.
• Represents the Credit Union in relationships with repossession companies and oversees the recovery and liquidation process, including appropriate auction and floor-limit decisions.
• Prepares, reviews and maintains accurate delinquency, charge-off, recovery and portfolio reports for the Board of Directors, senior management and other stakeholders.
• Provides senior management with timely analysis of loan portfolio trends, collection performance, risks, opportunities and recommended actions.
• Prepares and manages the Collections budget, reviews invoices and controls expenses within Credit Union guidelines.
• Selects, hires, develops, motivates and coaches associates; promotes cross-training, knowledge transfer and succession planning.
• Evaluates associate performance through timely reviews and recommends promotions, salary adjustments and corrective actions, including termination, as appropriate.

Experience / Training / Education:

• Bachelor’s degree in Business Administration, Finance, Lending, Accounting or a related field, or equivalent knowledge and experience.
• Seven years of progressively responsible experience in collections, loan servicing, lending operations, recoveries or a related financial institution environment.
• Three - five years of supervisory or management experience, preferably with responsibility for collections, recoveries or delinquency portfolio management.
• Demonstrated experience managing delinquency, charge-offs, recoveries, repossessions, bankruptcy, foreclosure and loss mitigation activities.
• Experience using portfolio data, account segmentation and analytics to develop or improve collection strategies.
• Experience managing third-party collection agencies, legal counsel, skip-trace vendors, repossession companies or other collection service providers.
• Experience in customer relations, problem resolution and error correction.

What We Offer

• A People-First Culture: We lead with empathy and authenticity.
• Comprehensive Benefits:
• Anthem HMO/PPO, Delta Dental, and Unum options – from day one!
• 401(k) with up to 6% employer match
• Annual discretionary bonus
• Annual merit increase
• Educational grants up to $1,000
• 18 vacation days/year (increases to 21 after 5 years)
• 7 sick days/year + paid holidays
• Final offers based on qualifications, experience, and internal equity. The range for the AVP Collections role is $125,761 - $157,200 annually.

Orange County's Federal Credit Union is an Equal Opportunity Employer. Pre-employment screenings, including background and credit checks, are required.