(Onsite) Collections Team Lead

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a Collections Team Lead to work onsite at our San Antonio, Texas service center.  The primary purpose of this job is to oversee the daily operations of a DCC collection team.  Supervised individuals may include any combination of Default Servicing Specialists I-IV.  The role may perform the duties of the Manager, Collections in the manager’s absence.     

Shift: Monday-Friday 11:30-8:00pm with one Saturday per month from 10-2 (last Saturday of month) 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Supervise daily operation of a collection team within Delinquency Control, ensuring Default Servicing Specialists’ compliance with PenFed policies and procedures and all applicable government regulations.   Validate and attest to timesheets submitted by direct reports.   
• Perform in the capacity of an experienced collector for the most complex collection activities, providing assistance and guidance to subordinates and training with these issues.  Perform research for escalated member concerns and recommend required action for same and assist management to resolve all issues efficiently.                                                                          
• Review unit’s collection activity, identifying trends and assessing unit effectiveness.                                                                 
• Perform duties related to staff development such as performance evaluation and training.                                                                 
• Compile data for DCC management for use in management reports and presentations.                                                                        
• Assist in the monthly identification of loans to be charged off by providing recommendations for same within policy and assigned due dates to unit manager.           
• Review past due member accounts to ensure quality of work by supervised individuals and provide direction for next steps to resolve delinquencies. Maintain subject matter expertise to ensure ability to lead specialized/advanced collection functions.
• Monitor calls conducted/received by staff to ensure quality, effectiveness, and procedural/regulatory compliance.   
• Performance Appraisal/Evaluation mid and year-end summaries.  Monthly summary and delivery of scorecard performance results, ensuring goals are met or exceeded, and recommend team members for promotion, corrective action, and termination.                                  
• Collect and analyze data on accounts, reporting trends and profiles to the Manager.
• Appear as witness on behalf of the credit union on legal matters before a jury and / or judge involving PenFed collection matters before the court as directed.                                                                  
• Review member account and form documentation for accuracy and completeness to approve account actions within authority, including approving accounts for repossession and (commercial/business loan) foreclosure within authority; coordinates repossession and foreclosure of collateral with appropriate Repossession Specialist(s) or Foreclosure Coordinator.             
• Review Federal, State and local regulations pertaining to debt collection, ensuring unit compliance.                                                     
• Act as liaison between PenFed and vendors (PSCU, Fiserv,  Black Knight, C&R Software, Lexis-Nexis, and FICO).                                                    
• Conduct interview(s) for potential employee candidates and make recommendations to management regarding applicant(s) to extend an offer.                                                                    
• This is not intended to be an all-inclusive list of job duties.                

Equivalent combination of education and experience is considered.

• Bachelor’s Degree or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions.                                                                   
• Three to five years’ first and / or third-party debt collection experience; one year prior supervisory experience, either as a Lead/Senior Specialist/Counselor or other substantive supervisor experience required.                                                                       
• Knowledge of Federal, State and local regulations concerning debt collection regulations and default servicing required.   
• Familiarity with bankruptcy and collateral liquidation policy and procedures required.                                                                     
• Strong oral/, written communications and organizational skills required.                       
• Supervisory experience required.  

Supervisory Responsibility

This position will directly supervise employees and be manager-on-duty on a rotational basis on weekends and evenings.
 

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call may be required.

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.
 
We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.
 
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.
 
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.