Collections Specialist Supervisor

SHELL FEDERAL CREDIT UNION•Deer Park, TX

4d•Onsite

About The Position

The Collections Specialist Supervisor is responsible for supervising all operations of the Collection Specialist Department including training, supervising, and supporting the Collection Specialist personnel. This role involves monitoring and evaluating work quality, efficiency, and productivity, and providing suggestions for improved service delivery. The supervisor will coach Collection Specialist employees, provide recommendations on employee growth and disciplinary actions, and maintain employee coaching and disciplinary action records. They will also supervise the day-to-day functions within the Collection Specialist team, maintain and update all training material and procedures, and be responsible for interviewing and hiring staff. The supervisor will effectively manage department personnel to ensure optimal performance, direct, coordinate, and schedule work, and ensure that Collection Specialists functions are completed in accordance with established Credit Union policies and procedures and applicable legal requirements. This includes ensuring confidentiality, supervising charge-offs, repossessions, bankruptcies, foreclosures, and various court collections actions, and making recommendations for action. The role also involves providing assistance with complex and sensitive activities, ensuring properties are appropriately maintained and Credit Union assets are protected, and ensuring all processes are thoroughly documented. The supervisor will work with difficult or delinquent borrowers to reach suitable arrangements, utilize effective human relations skills to calm irate members and resolve negative situations, and ensure that requests, questions, and problems are courteously and professionally resolved. They will discuss possible financial arrangements, inform members of possible legal actions, and provide or suggest financial counseling. Recommendations to improve collections processes and effectiveness will be made, and required reports, records, and other documentation will be completed. Assistance will be provided to branches and related departments as needed, and the Credit Union's professional reputation will be maintained. Professional business relationships will be established and maintained with members, the community, and trade and governmental organizations. Supply and equipment needs will be met, and additional duties as assigned will be performed.

Requirements

Demonstrated leadership skills.
Well-developed communication skills using tact and persuasiveness to reach an objective and maintain goodwill.
Highly positive, member-service oriented attitude and the ability to anticipate member needs and initiate assistance beyond duties assigned.
Proficient computer skills, including working knowledge of the MS Office Suite.
Accuracy with numbers and attention to detail.
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
Work involves motivating or influencing others.
Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion.
Good communication skills for training operation support representatives with less experience / knowledge.
Professional verbal and written communication skills.
Maintain a high level of knowledge and procedural expertise in credit union products, services and promotions.
Perform all work within established policies and procedures.
Ability to work in an open-concept workspace/environment.

Nice To Haves

Three to five years of progressive collections experience.
Two years of leadership experience.
A two-year college degree or completion of a specialized course of study at a business or trade school or completion of a specialized and extensive in-house training or apprenticeship program.

Responsibilities

Supervise all operations of the Collection Specialist Department.
Train, supervise, and support Collection Specialist personnel.
Monitor and evaluate work quality, efficiency, and productivity.
Provide suggestions for improved service delivery.
Coach Collection Specialist employees and provide management with recommendations on employee growth and disciplinary actions.
Maintain employee coaching and disciplinary action records.
Supervise the day-to-day functions within the Collection Specialist team.
Maintain all training material and procedures as it pertains to Collection Specialist.
Ensure all training material and procedures are up to date.
Interview and hire staff.
Effectively manage Department personnel, ensuring optimal performance.
Direct, coordinate and schedule work.
Ensure that Collection Specialists functions are completed in accordance with established Credit Union policies and procedures and applicable legal requirements.
Ensure that confidentiality is maintained.
Supervise charge-offs, repossessions, bankruptcies, foreclosures, and various court collections actions.
Make recommendations for action.
Provide assistance with complex and sensitive activities.
Ensure that properties are appropriately maintained and that Credit Union assets are protected.
Ensure that all processes are thoroughly documented.
Work with difficult or delinquent borrowers to reach suitable arrangements to restore accounts to current status.
Utilize effective human relations skills and persuasion to calm irate members and resolve negative situations.
Ensure that requests, questions, and problems are courteously and professionally resolved.
Ensure that communications are effective and efficient.
Discuss possible financial arrangements, inform members of possible legal actions, and provide or suggest financial counseling as means to arrive at suitable payment arrangements.
Provide recommendations to improve collections processes and effectiveness to ensure the integrity of the Department processes.
Complete required reports, records, and other documentation as required.
Assist, serve, and inform branches and related departments as needed.
Ensure that the Credit Union's professional reputation is maintained.
Assume responsibility for ensuring that professional business relationships are established and maintained with members, the community, and with trade and governmental organizations.
Ensure that supply and equipment needs are met.
Perform additional duties as assigned.