What are the responsibilities and job description for the Collections Supervisor position at Bellco Credit Union?
Application deadline is 5 days after the date the role was posted.
Thank you for your interest in Bellco Credit Union! We’re a local not-for-profit organization that has been giving back to our members, the communities we serve, and of course, our employees since 1936. Offering one of the best employee benefits packages around, Bellco is a leader in fostering, developing, and engaging staff to become expert financial-service ambassadors. You’re a part of something more at Bellco—a place you can be proud of.
Collections Supervisor
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LOCATION: Loss Mitigation DIVISON: SVP-Consumer Lending
FUNCTION DESCRIPTION:
Under general supervision, the Collection Supervisor is responsible for directing and leading the Collectors to ensure efficient and effective debt recovery of consumer loans and real estate. Train, mentor and coach collectors to maximize efficiencies, minimize credit union delinquency / charge off and maximize recoveries. A successful supervisor will manage all day-to-day activities.
ORGANIZATIONAL RELATIONSHIPS:
Reports to: SVP – Consumer Lending
Contacts: Credit union members, credit union branch/department staff, auditors, regulators, partners, vendors, governmental agencies, and credit union executive staff.
Attorneys regarding bankruptcies, court appearances, insurance companies, realtors, and property management companies. Various law agencies regarding fraud, forgery, theft, and embezzlement.
QUALIFICATIONS:
Education: High School diploma
Experience: 3 years of Collection supervisor or manager background experience, preferred.
SKILLS: Strong leadership and team management skills
Knowledge of applicable laws, rules, and regulations within Consumer and Mortgage portfolios, required.
Experience working with investors such as Fannie Mae and understanding requirements.
Ability to effectively present information and respond to questions from members, clients, and management.
Ability to handle stressful situations and difficult conversations professionally
Analytical skills to assess performance and develop improvement strategies
Basic operation of all general office equipment.
Intermediate skills are required in Excel, Word, and Outlook.
Must have excellent written and oral skills to effectively communicate professionally with clients, members, and staff of various levels.
Thorough understanding of CFPB, OCC, FDCPA, Fannie Mae, Freddie Mac, and FHA guidelines/regulations preferred.
Familiarity with loan documents, Note, Deed of Trust, Credit Reports, and Property Evaluations.
Experience working with investors such as Fannie Mae, Freddy Mac and understanding requirements
Bilingual (English and Spanish) a plus but not required.
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EQUIPMENT: General office equipment.
ESSENTIAL FUNCTIONS:
- Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments while holding staff accountable to standards
- Effectively leads change; adapt quickly to shifting priorities and multiple demands.
- Supervises daily portfolio activities related to multiple products including but not limited to automobiles, real estate, HELOC, credit cards, consumer loans, business loans and negative share accounts to ensure compliance adherence, portfolio optimization, minimize credit losses and exceed member expectations.
- Determines work priorities, plans, schedules, assigns and reviews work. Trains and evaluates assigned personnel.
- Monitors collection efforts to ensure that loan delinquency and loan losses are minimized, and recoveries are maximized.
- Assigns tasks, provides trainings and coaching of collection agents.
- Monitors on-going collection activities ensuring regulatory and investor compliance through all stages of the loan resolution process.
- Ensures timely member outreach and proper handling of all collection activities per mortgage servicing standards
- Creates and implements processes and policies that ensure compliance and reduce risk within the scope of the business unit
- Conducts frequent telephone monitoring and dialer coaching sessions. Oversees daily volumes, SLAs, and ensure adherence to policies for the collection area.
- Assists the Collection Loss Mitigation Manager with maintenance, testing, implementing new changes with collection queues and structure of the Akcelerant system in the collection department.
- Reviews and analyzes departmental reports to determine effectiveness including spot auditing of collection staff work.
- Remains informed of any legislative procedural training regarding collections. Stays current on updates to GSE or agency servicing rules and train staff accordingly.
- Collaborates with other departments to resolve member disputes and improve collection processes.
- Conducts regular team meetings and one-on-one sessions with team members to discuss progress, current initiatives, provide constructive feedback, and review collections strategies.
- Creates a motivating environment to keep team members engaged and accountable for their performance to achieve collection target goals.
- Recommends new practices and procedures to minimize losses to the Credit Union.
- Recruits, trains, and manages the collection team, setting targets and monitoring their performance, providing feedback, coaching, training and development. Completes performance reviews, recommendations for compensation adjustments, initiating disciplinary action in accordance with established procedures and hiring/termination of staff within the department in partnership with Human Resources.
- Handles member escalations as necessary.
- Generates and analyzes daily, weekly, and monthly reports on delinquency trends, roll rates, and cure rates
- Tracks team KPIs such as contact rate, promise to pay, and collection effectiveness
- Works with loss mitigation team to escalate eligible loans for loan modifications, repayment plans, or foreclosure
- Ensures appropriate documentation is maintained for all member interactions and resolution efforts
- Coordinates with foreclosure and bankruptcy teams to ensure continuity and accuracy
- Supports internal and external audits, and respond to QC findings related to delinquency servicing
Management retains discretion to add or change duties at any time.
WORKING CONDITIONS:
Office Environment
Bellco Credit Union provides a comprehensive benefits package to employees, including: Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays.
In addition to base compensation, Bellco Credit Union offers bonuses for the following roles:
Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals.
Exempt branch roles may earn quarterly bonuses for production and team goals.
Exempt non-branch management roles may be eligible for an annual managerial bonus.
Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.
