Collections Supervisor
4 days ago
What You Will Do
This role supervises a team of Collectors for the Asset Recovery Collections Call Center, reports to the Asset Recovery Collections Manager. Manages collection of delinquent loans, both secured and unsecured, post charged off accounts, written off accounts, and overdrawn share accounts. Provides operational and strategic support, shares best practices, identifies opportunities for improved processes, procedures and efficiencies that impact the overall operations of the Asset Recovery Collections Call Center. Oversees the day-to-day operations, to include, but not limited to monitoring call flow, managing staffing levels, troubleshooting, coaching, training, and establishing, monitoring, and executing collection strategies. Reviews and analyzes performance measurement reports and provides feedback to Collections team and Asset Recovery Collections Manager. Ensures reporting is accurate, timely and makes recommendations to management to enhance productivity, improve performance, call quality and goal attainment. Serves as the lead in driving employee development and accountability by being the primary driver of career progression and critical training projects. Establishes action plans and holds Collectors accountable for meeting individual and department goals, achieving quality call monitoring and call adherence expectations. Conducts quality assurance audits and participates in call calibration sessions. Responsible for ensuring collections are performed in compliance with applicable laws, regulations, policies and procedures. Ability to effectively handle member issues and inquiries by resolving the situation without further escalation. Reviews, research, and provides findings in a timely manner of complaints in the approved format that are received from the Member Complaints area. Completes any other job-related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization's Values.
What We Require
Bachelor's degree in business administration or equivalent education and/or experience. Minimum three (3) years in collections call center experience or financial institution experience. Minimum three (3) years leadership experience in collections call center environment or financial institution preferred. Superior leadership and management skills with knowledge of blended call center management, phone systems, and operations preferred. Outstanding problem solving and negotiation skills. Strong analytical skills. Work with minimal supervision, is self- sufficient and self-motivated. Able to work in teams and collaborate with others to identify issues and solve problems.
Ideal Candidate Will Have
Thorough knowledge and understanding of federal, state and NCUA regulations. Ability to be flexible and quickly adapt to changing business needs and processes. Ability to thrive in a high volume, high energy, fast-paced, call center environment. Able to perform all functions with a high level of accuracy and professionalism. Extraordinary level of interpersonal skills including excellent verbal and written communication skills. Bilingual preferred candidate will provide member service in English and Spanish.
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