Job Title: Account Resolution Manager

Position Location: Raleigh, NC. Hybrid - In office 3 days a week.

Job Summary:

The Account Resolution Manager provides operational leadership for the Account Resolution (Collections) function, encompassing all member contact channels related to delinquent accounts. This role oversees supervisors responsible for frontline execution and is accountable for overall performance, regulatory compliance, talent development, and service quality across the department. Through data-driven decision making, cross-functional collaboration, and continuous improvement, the manager strengthens internal controls, enhances the member experience, and ensures the Account Resolution function remains scalable, compliant, and aligned with organizational strategy as business needs evolve.

As a key contributor to the Coastal team, your responsibilities will be:

• (30%) Leadership and oversight of Account Resolution operations: Provide direction and operational oversight for all Account Resolution teams and programs through their respective supervisors. Establish enterprise goals, performance standards, and accountability frameworks while ensuring consistent, compliant, and member-centric outcomes across all resolution activities, regardless of channel or specialization.

• (20%) Regulatory compliance, risk management, and operational governance: Oversee compliance with all applicable federal and state regulations, internal policies, and procedural standards across the Account Resolution function. Partner with Compliance, Risk, and Legal to strengthen control frameworks, respond to regulatory changes, maintain audit readiness, and proactively identify and mitigate operational and compliance risks.

• (15%) Performance management, reporting, and executive insights: Own the development, interpretation, and communication of performance dashboards and KPIs across all Account Resolution teams. Translate operational data into executive-level insights, identifying trends, risks, root causes, and opportunities to support strategic planning and decision making.

• (15%) Process improvement, transformation, and operational efficiency: Lead department-wide process improvement and transformation initiatives by evaluating workflows, contact strategies, technology utilization, and member outcomes. Sponsor and implement scalable solutions that improve efficiency, consistency, and member experience while supporting long-term cost and risk management.

• (10%) Cross-functional and enterprise partnership leadership: Serve as a senior liaison to business partners to influence enterprise strategies, align end-to-end account resolution practices, and ensure consistent application of resolution principles across the organization.

• (10%) Lead enterprise and departmental initiatives: Manage technology upgrades, training strategies, process redesign efforts, documentation improvements, and other priority projects that advance departmental goals and enhance the member and employee experience.

This role oversees Account Resolution Supervisors who collectively manage frontline specialists across various channels and programs within the Account Resolution function. Team size and structure may vary based on business needs and may include inbound, outbound or other specialized resolution teams.

Interested? Here are the qualifications we need to see on your resume:

Experience:

• Required:
• Eight years of experience in collections, account resolution, or a similar field
• Five years of experience leading teams in a high-volume or member-facing environment
• Preferred:
• Experience in a credit union or banking environment
• Experience interpreting or applying relevant consumer lending and collections regulations

Education:

• Bachelor's degree in business, finance, or related field; or four years of additional experience in lieu of degree

For consideration visit https://coastal24.applicantpool.com/jobs/ . You can also scroll back up to the top of this page to the "Apply Now" section.

Deadline for Application: All resumes must be received on or before 5/18/2026

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at jkedra@coastal24.com. Request for reasonable accommodation will be considered on a case by case basis.

"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together."

-Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans