1 Bethany, 900 W Bethany Dr, Suite 500, Allen, TX 75013, USA The Resolution Support Manager is responsible for the oversight and governance of all back‑office legal, administrative, and post‑charge‑off recovery functions within Collections. This role leads the enforcement lifecycle from post‑repossession and charge‑off notices through garnishments, levies, judgments, and third‑party legal recovery. This position serves as the primary liaison to outside counsel and legal vendors and is accountable for minimizing legal risk while maximizing post‑charge‑off recoveries. The role protects the credit union’s financial position, regulatory standing, and reputational integrity. Major Duties and Essential Functions Legal Enforcement & Judgment Oversight Oversee all post‑charge‑off legal recovery processes, including: Wage garnishments Bank levies Writs of execution Abstracts of judgment Post‑judgment discovery Ensure compliance with federal and state garnishment limitations, exemption rules, and statutory notice requirements. Monitor statute of limitations timelines and ensure timely legal escalation. Review and approve litigation referrals and enforcement actions. Oversee post‑judgment payment arrangements and negotiated settlements. Ensure accurate tracking of judgments, balances, accruals, and recovery activity. Notice Governance & Regulatory Communication Oversee preparation and issuance of: Notice of Sale letters Deficiency balance notices Right‑to‑cure letters Post‑repossession and post‑foreclosure notices Ensure compliance with: UCC Article 9 requirements Texas‑specific repossession and foreclosure statutes Federal wage garnishment laws (CCPA) FDCPA (as applicable to legal and third‑party activity) CFPB collection communication standards Maintain documentation to support regulatory examinations and audits. Partner with Compliance to update templates and procedures in response to regulatory changes. Attorney & Third‑Party Governance Serve as primary liaison between the credit union and outside attorneys. Review pleadings, settlement recommendations, and enforcement strategies. Approve and monitor legal invoices and expenses. Establish and monitor service level agreements (SLAs) for outside counsel. Evaluate attorney performance based on recovery rates, legal cycle time, and cost efficiency. Ensure third‑party legal partners operate within regulatory and policy standards. Post‑Charge‑Off Recovery Strategy Develop and implement post‑charge‑off recovery strategies. Determine appropriate placement of accounts with outside agencies or legal counsel. Monitor recovery rates and deficiency balance performance. Establish settlement authority guidelines and recommend policy adjustments. Analyze recovery trends and provide strategic recommendations to improve net recovery ratios. Ensure proper accounting treatment and reconciliation of post‑charge‑off recoveries. Work with Accounting to ensure proper posting and GL reconciliation. Operational & Back‑Office Leadership Lead and develop Resolution Support Specialists and related support staff. Oversee administrative workflows supporting Collections and Loss Mitigation, including processing offsets, charge‑offs, credit bureau updates, etc. Ensure accurate system coding, documentation, and reporting. Implement internal controls to mitigate documentation and compliance risk. Conduct periodic quality control reviews of legal and administrative files. Oversee assignment of accounts with third‑party collection agencies. Oversee processes involving debt management/credit counseling companies and negotiating settlements. Regulatory Complaint & Escalation Management Respond to escalated regulatory complaints, including NCUA, CFPB, and state regulatory inquiries. Conduct internal investigations related to legal enforcement activities. Identify root causes of operational breakdowns and implement corrective action plans. Escalate material risk issues to executive leadership. Track and report on: Post‑charge‑off recovery rate Garnishment and levy success rates Legal expense ratio Deficiency balance recovery Attorney and agency performance metrics Provide executive‑level reporting on legal recovery trends. Identify opportunities to reduce legal expense while improving recovery outcomes. Decision Authority Approve legal referrals and enforcement actions within established thresholds. Approve settlement agreements and post‑judgment payment plans within delegated authority. Approve legal vendor expenses within budget parameters. Escalate high‑risk or complex litigation matters to senior leadership as appropriate. Positions directly supervised: Resolution Support Specialists, Resolution Support Supervisor, Loss Mitigation Support Specialists Skills and Requirements Must have experience working in a call centre, banking, or collection environment. Understanding of Credit Union lending programs, policies, and default enforcement clauses. Thorough knowledge of collections, servicing, foreclosure, bankruptcy procedures, and legal requirements. Analytic ability to organise and prioritise work to meet deadlines. Basic understanding of loan policies and procedures. Ability to work individually on a project or in a team environment. Strong computer application skills including Microsoft Word, Excel and Outlook. Excellent written and verbal skills. Good judgement, initiative and problem‑solving abilities. Ability to handle and resolve complex issues with little assistance. Ability to perform multiple tasks simultaneously. Ability to communicate effectively. Proficient telephone, member service, communication and documentation skills. Must be able to work a flexible schedule (including evenings and weekends). Education Bachelor’s degree in Business, Finance, Legal Studies is preferred or equivalent experience and/or training. Experience Minimum 3‑5 years in collections, legal recovery and post‑charge‑off enforcement. Minimum of 3 years of leadership or supervisory experience. Demonstrated experience working with outside counsel on judgments and enforcement. Strong working knowledge of UCC Article 9, Texas repossession and foreclosure statutes, federal wage garnishment limits (CCPA), FDCPA and CFPB regulatory standards. Strong analytical, documentation and risk management skills. Ability to interpret legal documents and statutory requirements. Physical Activities and Requirements Using fingers to type, pick up small objects. Grasping with fingers and palm. Talking frequently to convey instructions. Repetitive wrist, hand and finger motions. Average hearing and visual acuity. Sedentary work with occasional standing, walking, and lifting up to 10 lbs. Working Conditions None. No hazardous or significantly unpleasant conditions. Mental Activities and Requirements Reasoning ability: use common sense or logic. Detail orientation: define problems, collect data, establish facts, draw conclusions. Mathematical ability: basic computation and algebraic concepts. Language ability: understand and produce complex written and oral communication, including legal documents and reports. Compliance Requirement All responsibilities comply with the Bank Secrecy Act, Anti‑Money Laundering, Office of Foreign Assets Control, and USA PATRIOT Act where applicable. Disclaimer The information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not comprehensive and may vary by department or assignment. No inference should be drawn that a specific duty is non‑essential by its absence. Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr