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About the Role
Velocity is hiring an Account Resolutions Manager to lead a team responsible for managing delinquent and charged-off accounts. This role requires balancing financial outcomes with member service, coaching and developing the team, analyzing trends, and identifying opportunities for improvement. The manager will partner with other departments to share insights and support financial performance strategies.
Responsibilities
- Lead a team responsible for managing delinquent and charged-off accounts.
- Balance financial results with a positive member experience.
- Coach and develop the team, set performance expectations, and monitor results.
- Create a supportive, accountable, and motivating environment for employees.
- Analyze departmental trends, quality metrics, and processes.
- Identify risks, solve problems, and find opportunities for process improvement.
- Partner with leadership and teams across the credit union.
- Share insights and improve processes.
- Manage third-party vendors.
- Support strategies that strengthen overall financial performance.
Requirements
- Bachelors degree in finance, economics, or a related field required; substantial directly related professional experience may be considered in lieu of a degree.
- Minimum of five years experience in a credit union, banking, or financial services environment in collections, asset recovery, or credit risk management required.
- Three (3) years of management or team leadership experience is required for placement at the Manager level.
- Strong communication and conflict-resolution skills.
- Experience handling challenging conversations and escalated situations.
- A continuous improvement mindset.
- Experience identifying opportunities to improve processes, efficiency, and the overall member experience.
- Passion for providing outstanding service and a positive attitude.
- Ability to work in a fast-paced environment with high attention to detail.
- Ownership of the customer experience through issue resolution.
- Adaptable to a productive team environment where knowledge is shared, and feedback and coaching are welcomed.
- Effective time management and flexibility to work department hours.
Skills
- Communication
- Conflict resolution
- Continuous improvement
- Customer service
- Time management
- Flexibility
Location
- Austin, TX
Work Type
- Hybrid remote
- Onsite
Experience Level
- Manager
- 5 years in financial services
- 3 years management
Education Level
- Bachelors degree in finance, economics, or related field
Benefits
- Medical
- Dental
- Vision
- 401(k) with matching
- Flexible spending accounts
- Generous paid time off
- Company-paid life insurance
- Company-paid disability
- Referral bonuses
- Paid holidays
- Discounted gym membership
- Tuition reimbursement
- Training and ongoing coaching
- Opportunities for career growth
- Employee reward and recognition system
- Employee and family events
About the Company
- Velocity is committed to helping members and their families achieve more by delivering exceptional service and value.
- Our culture is rooted in empathy, collaboration, and a shared sense of purpose.
- We believe in meeting people where they are, staying curious, and working together to create better outcomes.
- We strive to positively impact the financial well-being of our community, one member at a time.
Equal Opportunity
- Velocity provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, genetics, sexual orientation, national origin, age disability, or status as a covered veteran in accordance with applicable federal, state and local laws.