Collections Supervisor

Job Description:

PRIMARY FUNCTION:

The Collection Supervisor's primary function is to provide leadership and daily direction for a team of Collections Specialists. In addition, the Supervisor is responsible for consistently motivating staff to achieve individual and team goals and striving to minimize delinquency and loan losses.

JOB DUTIES AND RESPONSIBILITIES:

• Supervise and train collections specialist in the collection of credit card and loan portfolios.
• Responsible for the writing of and the conducting of performance evaluations for Collections Specialists and handles human resources related issues for assigned employees.
• Conducts monthly one-on-one coaching sessions with individual Collections Specialists based on observation of job-related knowledge and skills (review activities, productivity results, and progress toward goals).
• Maintain productivity of Collections Specialists acting as a cheerleader and motivator. Provides counseling as needed, and appropriately addresses performance related issues with direct reports.
• Collaborates with Director to create goals for the Collections Specialists.
• Assists the Member Experience team with service observing to promote quality service.
• Recommend or approve within authority accounts for settlement as appropriate.
• Identifies needs, develops and implements action plans to promote staff development.
• Ensures the following:

• Ensures that Collection Specialist are striving to minimize delinquency by thoroughly working past due loan accounts.
• Ensures that all collection activities are properly documented.
• Ensures that sufficient staffing is in place to provide phone coverage for department.
• Ensures that staff is using time efficiently by monitoring leave time and schedule adherence.
• Ensures individual and team goals are met and communicated in a timely manner.
• Ensures monthly charge off list is appropriately reviewed prior to charge off.

• Perform monthly quality checks to ensure collection action follows standards of work.
• Approves accounts for repossession, legal action or assignment to attorneys, debt management programs, and workout loans as appropriate.
• Contact delinquent employees and official family by phone or by mail and attempt to cure default with the member.
• Schedules leave for assigned staff and approve timesheets.
• Takes incoming member calls and handles escalated calls as needed.
• Assists collections specialist with more complicated accounts or problems.

• Acts as a resource for other credit union staff.
• Represents the Credit Union in court or at public auctions when necessary.

• Utilizes all available methods of collection under the terms of the loan contract, depending on the feasibility and applicability of each case, if initial collection attempts fail to secure the required payment.
• Recommends changes to enhance collection efforts.
• Assists in setting the right atmosphere to inspire others to achieve department and Credit Union goals.
• Inform, Educate and Guide members, regardless of the individual circumstances.
• Responsible for periodic update to departmental procedures manual.
• Maintain a high level of knowledge and comply with all collections and consumer lending policies and procedures.
• Provides backup for Collections Specialists as needed.
• Facilitates training as necessary.
• Provides excellent quality service as indicated in the Member Experience guidelines while assisting members with inquiries.
• Other duties may be required and assigned by the Director.

EXPECTATIONS:

• To comply with Federal laws, regulations and credit union policies and procedures related to collections and consumer lending, particularly with the limits set by the Fair Debt Collection Practices Act, Bankruptcy Reform Act, and Regulation Z (Truth in Lending).
• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
• Report all Risk Management Policy violations in accordance with policy.
• Attend training sessions as directed by Director to keep skills current.
• Create a supportive culture by collaboration and teamwork, both internally and externally.
• Actively contribute ideas and suggestions to improve efficiency and service to members.
• Promote team spirit and assistance to Collections Specialists.
• Maintain confidentiality of all member and credit union account information.

JOB QUALIFICATIONS:

Knowledge: Credit union or banking industry knowledge preferred. Must have knowledge of Word and Excel.

Skills: Must be proficient with computers and other office equipment. Ability to accommodate flexible schedules including Saturday, overtime, and extended hours. Must be skillful when working with details and be able to work in a difficult or stressful environment while being flexible and professional. Must have good organizational, time management and motivational skills. Must have the ability to effectively communicate with staff and members both verbally and in writing. Must have ability to give direction, perform multiple tasks and work independently. Must have ability to perform with accuracy, thoroughness and effectiveness. Individual must excel in making appropriate judgments and be reliable. Must have the ability to consistently provide excellent service.

Minimum Education and Experience: High school diploma or equivalent required. College or business related courses preferred. Significant prior collection experience that demonstrates a working knowledge of legal collection process and consumer finance preferred. On-line loan/collection system and computer experience desired. Must have prior supervisory experience or have demonstrated leadership abilities in a work environment. Must have experience handling escalated calls, troubleshooting, and research. Demonstrated knowledge of Federal regulations related to collections and consumer lending preferred. Experience with writing and conducting performance evaluations, training, recruitment, and dealing with employee discipline issues is preferred.

PHYSICAL REQUIREMENTS: Must be able to sit for long periods of time. This job requires infrequent lifting or carrying of objects up to 10 pounds.