Collections Manager - Full Time (40 Hrs/Wk) in Wausau, Wisconsin at IncredibleBank

We know what you're thinking. "What kind of name is IncredibleBank?"

Well, we're glad you asked.

With a name like IncredibleBank, we have a lot to live up to. Our name is a promise we make every day to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible.

At IncredibleBank, we're all about ICE. What's ICE? ICE stands for Incredible Customer ExperienceTM (that's right - an experience so good and so important we trademarked it). ICE illustrates the core values that drive everything we do - how we conduct business, how we treat each other, and how we continuously strive to build on our model of customer-focused banking. Our core values have been in place for more than 50 years and continue to influence every aspect of our operation today.

So - how can you help us live up to our name?

About the Role:

We are eager to discuss the prospect of you joining our team as our next incredible team member!

The Collections Manager leads the Bank's collections, residential mortgage default servicing, loss mitigation, recovery, and default servicing activities. This role is responsible for developing and executing collection strategies that minimize credit losses, protect Bank assets, support regulatory compliance, and provide fair and consistent solutions for borrowers experiencing financial hardship. Duties and responsibilities may include:

• Lead, coach develop, and evaluate employees responsible for collections, recovery, and default servicing activities to build a high-performing team and ensure consistent service delivery.
• Assign and monitor workloads based on delinquency status, portfolio risk, employee expertise, and business priorities to maximize operational efficiency and collection effectiveness.
• Maintain appropriate workload distribution, cross-training, backup coverage, and succession planning to ensure business continuity and minimize operational disruption.
• Direct collection and recovery activities for consumer loans, residential mortgages, and overdraft accounts to reduce delinquency levels and minimize portfolio losses.
• Analyze delinquency trends, portfolio performance, and collection results to identify opportunities for improved recovery outcomes and process efficiencies.
• Maintain ownership of consumer and residential mortgage watchlist loan administration, including monitoring higher-risk relationships, coordinating action plans, and escalating concerns to support proactive risk management and portfolio performance.
• Approve and recommend repayment plans, loan modifications, settlements, extensions, and other workout solutions that balance borrower needs with the Bank’s financial interests.
• Exercise delegated loan approval and decisioning authority in accordance with established loan policy and assigned lending limits.
• Oversee bankruptcy, foreclosure, repossession, garnishment, and collection litigation activities to protect the Bank’s collateral and legal interests.
• Manage relationships outside attorneys, collection agencies, repossession vendors, and other third-party partners to ensure effective and compliant resolution of defaulted accounts.
• Manage residential mortgage delinquency, default servicing, and loss mitigation programs to reduce foreclosure risk and support sustainable borrower resolutions.
• Oversee borrower assistance programs, workout arrangements, and foreclosure prevention initiatives to improve customer retention and loan performance.
• Ensure servicing activities comply with applicable investor, insurer, and regulatory requirements to minimize operational and compliance risk.
• Coordinate complex servicing activities, including assumptions, successor-in-interest requests, and other specialized borrower matters to ensure accurate and timely resolution.
• Ensure compliance with applicable consumer protection, collection, bankruptcy, mortgage servicing, and credit reporting regulations to protect the Bank from legal and regulatory exposure.
• Develop, maintain, and enhance collection policies, procedures, controls, and documentation to support operational consistency and regulatory compliance.
• Support internal audits, regulatory examinations, and compliance reviews by providing documentation, responses, and corrective action plans as needed.
• Oversee credit bureau reporting and dispute resolution processes to ensure accuracy, regulatory compliance, and protection of customer information.
• Ensure customer complaints, disputes, and escalations are researched and resolved accurately and within required timeframes to support customer trust and regulatory expectations.
• Partner with Credit Administration, Lending, Compliance, Operations, Accounting, and Legal teams to resolve complex issues, improve processes, and strengthen portfolio performance.

This is a regular full-time, salaried exempt position, averaging approximately 40 hours/week. Schedule may vary between the hours of 8:00 am to 5:30 pm CDT Monday through Friday.

This position will work on-site at our IncredibleBank branch location in Wausau, WI on 17th Avenue. Occasional travel may be required based on business and/or customer needs.

About You:

You do what is right over what is easy. You don’t settle for good enough. You’re driven to learn and grow. You recognize your impact on the customer experience, regardless of your role.

Those attributes are just a few things our incredible employees have in common.

And, we’d be so excited to learn a little more about you and discuss your interest in joining our team! Our recommended and preferred qualifications are:

• Five or more years of experience in collections, mortgage servicing, bankruptcy, foreclosure, creditor rights, or a related financial services field.
• Strong knowledge of lending, collections, loss mitigation, credit reporting, and applicable regulatory requirements.
• Paralegal certification or experience supporting legal collection, bankruptcy, or creditor right activities is preferred but not required.
• Strong knowledge of banking systems and software applications, with intermediate to advanced proficiency in Microsoft office programs, including Excel, Word, Outlook, and PowerPoint to support reporting, analysis, communication, and operational management.
• Demonstrated ability to analyze complex situations, assess risk, and make sound business decisions.
• Strong communication, organization, leadership, and problem-solving skills with the ability to effectively interact with customers, attorneys, regulators, vendors, and internal business partners.
• Experience leading teams, managing performance, and driving operational results preferred.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong attention to detail and commitment to accuracy.
• Persistence, initiative, and a results-oriented mindset.

About Our Benefits and Compensation:

Our promise of ICE extends to our employees as well. Our employees are our greatest asset, and we strive to show our appreciation by offering top-tier benefits and, dare we say, more than competitive compensation that we’re willing to discuss up front.

And we are constantly evaluating and improving our benefits. In fact, eligible employees receive over 30 days off per calendar year! That includes 18 days of PTO to begin, PLUS an Anniversary Holiday, Birthday Holiday, Wellness Holiday, and 12 observed Bank Holidays.

Check out our total rewards package at: https://www.cbmicrosite.com/incrediblebank

About the Company:

IncredibleBank first started in 1967 as River Valley Bank with a single location in Rothschild, WI. And we may have strong roots in community banking, but IncredibleBank wasn’t awarded as one of America’s Most Innovative Banks by the Independent Community Bankers of America for our popcorn Fridays. Though we do love free popcorn...

We strive to stay on the leading edge of banking technology with the goal providing the best, simplest way for our customers across the country to do their banking. But if our customers need us, they can pick up the phone and talk to a real person. And that’s what makes us America’s first national online community bank. And who doesn’t love the idea of a national community?

Today, IncredibleBank is a $2.0 billion-asset institution that has grown to 17 brick-and-mortar locations with customers in all 50 states. But we know that as an employer, it’s less about size than it is about culture. That’s why we’re especially proud to have been certified as a Great Place to Work.

Learn more about our Great Place to Work engagement results here: https://www.greatplacetowork.com/certified-company/7022621