Team Lead Collections Strategy and Operations

1 week ago

San Antonio Texas, United States PenFed Credit Union Full time
Job Summary

We are seeking a highly skilled Team Lead Collections Strategy and Operations to join our team at PenFed Credit Union. This role offers a unique opportunity to thrive in a dynamic team environment, working to ensure world-class service to members, employees, and communities.

About the Role

The Team Lead Collections Strategy and Operations will be responsible for overseeing the reporting and administrative function within the team, ensuring efficient operations and compliance with company policies. This includes creating and developing the overall Collection Strategy for the department, supervising a team of collection reporting specialists, and administering stated objectives, goals, and performance standards.

Key Responsibilities
  • Develop and implement collection strategies to optimize revenue and minimize losses.
  • Supervise a team of collection reporting specialists, providing guidance and support to ensure successful performance.
  • Administer stated objectives, goals, and performance standards, ensuring goals are met or exceeded.
  • Provide collections-specific training to enhance specialist understanding of preventative, productive, and remedial financial counseling.
  • Monitor performance of existing collections strategies and iterate to improve.
  • Assist in the development, implementation, and adjustment of collection strategies.
  • Represent Collections and PenFed in Investor calls, identifying and reporting collection issues.
  • Assist Leadership in monitoring Key Performance Indicators (KPIs) and metrics, highlighting potential concerns.
  • Ensure training and support to Leadership and the collection department on reporting tools and data interpretation.
  • Maintain engagement with software systems, ensuring availability, performance, and security.
  • Interpret data and reports to identify potential issues or concerns with collector performance.
  • Participate in internal and external audits, and regulatory examinations, as needed.
  • Ensure accuracy and validity of data in reports disseminated to stakeholders.
  • Generate a positive atmosphere by being a role model and encouraging teamwork.
  • Ensure reports provide to management on scores, trends, and opportunities relating to quality.
  • Provide support for telecom-related issues, including connectivity problems and system malfunctions.
  • Assist with capacity planning to ensure maximizing contact strategy relating to telephone and dialer.
  • Stay abreast of call trends and volumes to determine volume spikes and advise management of needs and opportunities.
  • Research and recommend process improvements relating to telephone system functionality and collections strategy.
Requirements
  • Bachelor's Degree required.
  • Minimum of five (5) years' experience analyzing large data sets, creating and interpreting reports.
  • Minimum of one (1) year experience in a supervisory/management role preferred.
  • Minimum of five (5) years' experience data mining and developing reports, interpreting those reports, and presenting the data in a clear and concise professional manner.
  • Minimum of one (1) year experience with project management required.
  • Minimum of one (1) year experience with Tableau and SQL and relational databases required.
  • Experience within the lending industry and strong collection background is preferred.
  • Strong interpersonal skills, including mentoring, coaching, collaborating, and team building.
  • Strong leadership capability, executing as appropriate in the areas of responsibility.
  • Excellent oral and written communication skills, including strong presentation skills, is required.
  • Effective time management, problem-solving, and multi-tasking skills.
  • Power user of Windows-based software packages, including MS-Word, Excel, Outlook, and PowerPoint, is required.
About Us

PenFed Credit Union is a leading financial institution 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 are an Equal Housing Lender.

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 that 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.

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