Financial Assistance Team Leader at Rockland Federal Credit Union – Canton, Massachusetts

Rockland Federal Credit Union (RFCU) is seeking a Financial Assistance Team Leader. Reporting to the Financial Assistance Manager, this role provides day-to-day coaching, guidance, and performance oversight for the team while supporting departmental efforts to reduce delinquency.

Key Responsibilities

• Coach, mentor, and support team members to meet performance, compliance, and development goals
• Partner with the Financial Assistance Manager to implement strategies that reduce delinquency
• Monitor team performance metrics (daily, weekly, monthly) and identify improvement opportunities
• Conduct regular one-on-one meetings to review performance and set clear expectations
• Handle complex delinquent accounts, including bankruptcy and deceased member accounts
• Serve as a resource for escalations, operational questions, and member issue resolution
• Perform complex loan research and collaborate cross-functionally to resolve issues
• Provide subject matter expertise across the full loan portfolio (credit cards, auto, real estate, unsecured, leases)
• Maintain an individual collections queue, working with members to resolve delinquency and establish payment arrangements
• Support reporting efforts related to delinquency trends, foreclosure activity, and portfolio performance
• Promote a collaborative, accountable, and team-oriented environment
• Perform other duties as assigned

Qualifications

• 5+ years of experience leading, mentoring, or coaching staff in a team environment
• Strong proficiency in Microsoft Office (Excel, Word, Outlook, Teams)
• Credit union or financial services experience preferred
• Solid understanding of collections practices, credit risk, and applicable regulations (including FDCPA and MA state regulations)
• Experience analyzing data and using insights to drive performance

Work Schedule and Benefits

As a Financial Assistance Team Leader, you will work a 40-hour full-time schedule Monday through Friday 8:30am - 5:00pm

RFCU offers a comprehensive benefits package, including Cigna medical benefits, dental benefits, vision benefits, a 401(k) plan with company match and profit-sharing potential, flexible health and dependent care plans, and life, AD&D, and LTD insurance. We also provide a generous and flexible tuition reimbursement program, along with a PTO package designed to help employees recharge and enjoy time with family and friends.

Are you ready to apply?

If this sounds like what you are looking for, then the next step is to apply! You will need to upload your resume and answer a few basic questions. Our People & Culture team will review your application to determine your qualifications for the position. Our interview process consists of an initial telephone interview with People & Culture, followed by an in-person interview with the hiring manager for qualified candidates. At that point if we are the right fit for each other, you will move to the final steps of references, credit and background check.

In alignment with our commitment to pay transparency, we're pleased to share that the base salary range for this position is $66,315 - $68,893, excluding fringe benefits or potential incentives. If you're hired at Rockland Federal Credit Union, 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. Please note that the range provided reflects the full base pay for this role. We also offer a comprehensive compensation and benefits package designed to support your overall well-being and success.

Rockland Federal Credit Union is 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.

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