Supervisor, Sr. Collectors
What will your day look like?
You will be responsible for leading and coaching a team engaged in advanced collections activities for loan and depository products including, but not limited to: credit cards, mortgages, auto, student and personal loans. The incumbent will provide supervision of daily collections activities including making and receiving calls to members to establish payment arrangements, extensive skip tracing, investigating delinquencies, negotiating temporary modified re-payment terms for members experiencing financial hardship, negotiating modified re-payment terms for total loss or repossession deficiency balances, negotiating settlements on closed lines of credit, investigating loss mitigation options for deceased members, and performing collections activities during the repossession process including facilitating redemption of repossessed vehicles. In addition, the incumbent will ensure the team members are compliant with policies, procedures, laws and regulations. The Supervisor, Sr. Collectors is responsible for driving employee development and performance management by monitoring, motivating, recognizing and coaching the team in order to enhance job performance. The operational day-to-day business processes and technical platforms, vendor relationships to optimize and oversee Consumer Lending loss prevention and loss mitigation activities. The incumbent is responsible for the portfolio performance of all pre-charged off consumer loan and depository products including, but not limited to: credit cards, mortgages, auto, student and personal loans. The Manager, Collections will own the post-charge off collections for accounts retained in-house and is accountable for the design and implementation of settlement parameters.
Responsibilities
Do you see yourself doing this?
- Conduct weekly portfolio reviews to ensure proper loss prevention or loss mitigation tactics are administered
- Submit monthly charge-off recommendations for management review and approval
- Serve as primary repossession approval authority and responsible for documentation of redemption terms
- Recommend appropriate tools, data and tactics to be used in execution of loss mitigation strategies
- Serve as an escalation point for solving complex issues relating to high risk of loss or legal action
- Audit team member’s work to ensure quality standards are maintained and departmental procedures are current, followed, and aligned with enterprise policy
- Identify and implement process improvements in addition to generating reports that provide insight and enhance business outcomes
- Ensure all departmental service level agreements are achieved
- Identify continuous operational improvement opportunities and service efficiency initiatives; recommend solutions, and champion the implementation of agreed upon changes
- Remain current on industry trends and implement best practices that result in improve performance
- Monitor emerging trends of new loss mitigation technologies/strategies within the collections landscape
- Support the operational implementation of new products and enhancements to existing products/channels
- Develop and produce reports to minimize Credit Union risk and maintain compliance
- Identify and initiate opportunities to strengthen employee engagement (Q12) among the team as well as build solid relationships with our internal customers to provide enhanced service and communications
- Coach, counsel, train and develop employees
- Provide a structured and consistent approach to ensure that individual development plans are in place, performance management is consistent, performance management process is respected and followed, and coaching and feedback are provided on a regular and dynamic basis
Qualifications
What makes you a great fit?
You’ll be a great fit if in addition to the completion of a high school diploma (Bachelor’s degree preferred), minimum of 3 years in collections 2 of which include supervisory experience, required; repossession experience preferred and you have:
- Comprehensive functional knowledge of:
- The collections pre-charge off lifecycle for all consumer loan and depository products including, but not limited to: credit cards, auto, student and personal loans
- Loss mitigation technologies, products, strategies and tactics
- Creditor obligations according, but not limited to: UDAAP, FDCPA, FCRA, CFPB, TCPA and UCC
- Experienced negotiator skilled in debt settlement, skip tracing, member hardship/assistance program administration and repossession
- Experience auditing calls/account reviews desired
- First and/or third-party collections experience is preferred
- Demonstrated leadership skills and a proven ability to effectively develop, coach and motivate employees
- Must be able to multi-task and interact professionally with all levels of staff
- Excellent verbal, written, presentation and interpersonal communication skills
When you’re happy, we’re happy!
As a thank you for joining our team, you’ll benefit from:
- Competitive medical, dental, and free vision benefits
- Competitive compensation plan
- Contributions towards gym memberships
- Generous PTO and banking holidays off
Still not convinced?
We’re on the list of 100 Best Medium Companies to work for, check it out here. For more details you can also visit our Glassdoor and LinkedIn profiles.
Alliant Credit Union is proud to be an EEO/AA employer.