Financial Assistance Manager (Collections and Loss Mitigation)

About the Opportunity

There's never been a more exciting time to join us! We're launching a new brand and a new name Arise Financial (formerly known as Rockland FCU) with a bold vision for the future—one built on innovation, technology, and a commitment to helping people live more and worry less.

For more than a century, we've believed that banking is about putting people first. We're building on that legacy while embracing new ideas and creating an even better experience for both our employees and the members and communities we serve.

If you're looking for a place where you can grow, make an impact, and help shape what's next, we'd love to hear from you.

Why You'll Love Working Here

Certified Great Place to Work®

Competitive pay

Annual incentive/bonus potential

Comprehensive benefits package including health, dental, vision, life, and AD&D

401(k) plan with employer match

Hybrid work from home flexibility (min 3 days a week in office)

Generous paid time off and holidays

Tuition reimbursement and professional development opportunities

Opportunities for professional growth and career development

Meaningful work that positively impacts our members and communities

About the Role As the Financial Assistance Manager , you’ll lead the day-to-day operations of the Financial Assistance department, overseeing delinquency, collections, loss mitigation, bankruptcy, foreclosure, repossession, and related activities. You’ll balance sound risk management and regulatory compliance with a thoughtful, member-focused approach to resolving complex financial situations.

This role combines people leadership, portfolio management, operational oversight, and strategic problem-solving. You’ll develop your team, monitor performance and risk, partner with internal and external stakeholders, and identify opportunities to strengthen processes and improve outcomes for both members and the Credit Union.

What You'll Do

Lead and develop the Financial Assistance team, including hiring, onboarding, coaching, performance management, scheduling, and workload distribution.

Oversee daily operations across delinquency, collections, loss mitigation, bankruptcy, foreclosure, repossession, credit reporting, and related queues.

Develop and oversee collections and loss mitigation strategies that support effective delinquency resolution, recoveries, and appropriate member outcomes.

Provide oversight of loan workouts, payment arrangements, modifications, forbearance, and other approved loss mitigation solutions.

Oversee bankruptcy, foreclosure, and repossession activities, ensuring appropriate documentation, timelines, vendor coordination, and escalation processes.

Monitor portfolio performance, delinquency trends, recoveries, and operational results and use data to identify risks and opportunities.

Prepare operational, portfolio, and risk reporting for senior leadership, auditors, vendors, investors, and the Board of Directors.

Ensure department activities comply with applicable federal and state requirements, Credit Union policies, investor requirements, and internal controls.

Serve as an escalation point for complex or high-risk member situations and collaborate with members, vendors, investors, attorneys, trustees, and internal partners to resolve issues.

Determine or recommend appropriate account actions, including payment arrangements, restrictions, setoffs, service freezes, loss mitigation actions, repossessions, foreclosures, and charge-offs, within established authority.

Identify and implement process, workflow, and technology improvements that strengthen efficiency, controls, and the member experience.

Lead and support department initiatives, system enhancements, and program changes impacting Financial Assistance operations.

Foster a collaborative, accountable, and high-performing team culture grounded in service, integrity, and continuous improvement.

What We're Looking For

5+ years of experience leading, coaching, and developing employees, with demonstrated accountability for team performance and results.

Credit union, banking, or financial services experience strongly preferred.

Strong knowledge of collections, delinquency management, loss mitigation, bankruptcy, foreclosure, repossession, and credit reporting.

Understanding of applicable federal and state requirements, including FDCPA and Massachusetts regulations, as well as requirements governing loss mitigation, bankruptcy, foreclosure, repossession, and credit reporting.

Experience analyzing portfolio and operational data to identify trends, assess risk, and improve performance.

Strong understanding of credit, risk assessment, internal controls, and member-focused collections practices.

Advanced proficiency with Microsoft Office, particularly Excel, Word, Teams, and Outlook.

Strong communication, organizational, analytical, and relationship-building skills.

Ability to navigate sensitive and complex situations with sound judgment, professionalism, and empathy.

Ability to manage competing priorities in a fast-paced, highly regulated environment.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

In alignment with our commitment to pay transparency, we're pleased to share that the base range for this position is $82,000 - $92,000 per year, excluding fringe benefits or potential incentives. If you're hired, your final base pay will be determined based on factors such as skills, education, and experience. We also take pay equity seriously and consider the internal equity of our current team members as part of any final offer.

This job posting is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements.

At this time, the Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization). If you need sponsorship now or in the future, look for this statement in the job description before you apply: “The Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position”. If this is not listed in the job description, we will not provide sponsorship for the candidate to work in the United States.

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