Credit Support Manager - Community Credit Union

Santa Cruz, CA

Company Profile:  

Located on the beautiful California coast, Santa Cruz Community Credit Union (SCCCU) is a community-development and low-income certified credit union, serving Santa Cruz County and parts of Monterey County.  Its mission focuses on economic justice and ensuring that all people, organizations and companies have access to the financial services and financial tools they need. 

Job Summary: 

Reporting to the Chief Lending officer, the Credit Support Manager will plan, organize, direct and support the activities of the Collections Department.   The selected candidate will supervise and participate in the collection of delinquent loans and negative shares, as well as review payments made from the bankruptcy court, collection agencies, government claims, etc.  This person will work closely with staff on collateral-based decisions, initiate foreclosure proceedings on delinquent loans secured by 1st and 2nd trust deeds, initiate small claims proceedings on delinquent loans and maintain control of charged-off accounts, while reviewing for further recovery.  In addition, this person will oversee outside vendor agencies assigned to collect on delinquent accounts, assume responsibility for daily  activities and workflow within the Collection Department, supervise and train staff, while ensuring strict compliance with state / federal credit and collection rules and ensuring internal credit and collection serve the credit union and its members. 


Support development and application of internal policies, procedures, practices, and documentation, while ensuring compliance with federal and state regulations;

Complete assignments, monitor effective control procedures for late, delinquent, or potentially delinquent debts, provide charge-off recommendations;

Follow up and provide assistance to vendor agencies to ensure successful collection of debt; prepare related reports on vendor activities for management on a monthly basis;

Support maintenance and documentation of charged-off accounts; review for further recovery;  Coordinate delinquency control and collection activity with the Collections Department; 

Ensure timely and accurate progression on all reportable delinquent accounts;

Maintain expert knowledge and comply fully with all federal and state rules and regulations governing the collection of past due accounts, charge-offs, repossessions and foreclosures as they relate to the Fair Debit Collection Practices Act (FDCPA), the Fair Credit Reporting Act (FCRA) and the California Financial Code.

Provide detailed reporting and tracking analysis, which may include loan loss trend analysis, delinquency and charge-off trends by product, indirect lending, no score lending, ITIN lending, business lending, credit migration reporting, etc. and accurately and timely coordinate and compile monthly reports to include monthly risk mitigation reports, loan and negative share write-offs, bankruptcies, repossessions, foreclosures, delinquency exceptions and outside vendor monthly reports;

Coach, discipline, evaluate, schedule, supervise and train staff; ensure adequate staffing coverage within the department at all times; communicate internal goals and strategic plan with staff;

Stay abreast of best practices within the debt collection industry; apply knowledge to develop and implement business processes that improve collections efficiencies and results, service quality and productivity within the department;

Provide support and recommendations in all areas of department operations, including the identification and implementation of benchmarking and quality control measures;

Provide periodic assessment of SCCCU’s relationship with collection agencies, attorneys, locators, insurance vendors and repossession companies, etc.; 

Work closely with management to develop a collaborative and cohesive process between the Lending and Collections departments; ensure coordination of extension, re-age and work-out loan documentation details with management; provides underwriting analysis for the purpose of SCCCU’s Loan Officers and participate in training with Lending department staff;

Perform other duties as assigned. 


Bachelor’s Degree in Finance, Business Administration, or similar discipline;

At least 5 years of debt collection experience, required, within a financial institution; credit union experience, preferred;

At least 2 years of large-scale supervisory experience;

Spanish speaker, a plus;

Proficiency in the Microsoft Office suite of products; industry-related software applications and 10-key calculator;

Mathematically proficient;

Ability to work effectively alone and within a team environment, in a fast-paced, diverse environment and perform efficiently under pressure;

Exemplary time management, organizational, attention to detail, multi-tasking, follow-through sand customer service kills;

Exemplary oral and written communication and interpersonal skills;

Holder of valid CA driver’s license, clean driving record, reliable transportation;

Must be able to be bondable. 

Working Hours:

8:30AM – 5:30PM Monday through Friday 


$77,964 - 116,946 base salary DOE, for this full-time exempt position. 


Medical, dental, vision coverage paid 100% for the employee;

20 days accrued paid vacation in years 1 – 3 of employment and rising incrementally thereafter;

5 days of annual paid sick time on an accrual basis;

10 paid public holidays

1 paid floater day;

401(K) with annual company match after 1 year of service. 


Santa Cruz, CA headquarters - Onsite role 


Santa Cruz Community Credit Union is committed to employing qualified staff who are dedicated to our members, and to recruiting and hiring persons from diverse backgrounds.  Diversity means that we will foster a culture of awareness, promote mutual understanding, and respect, and provide suitable role models for helping all members, including those that are underserved and unbanked.