Consumer Loan Servicing Supervisor I

Beneficial State Bank•Porterville, CA

2d•$60,000 - $79,000•Onsite

About The Position

The Consumer Loan Servicing Supervisor oversees the day‑to‑day operations of the consumer loan servicing and collections function, ensuring effective management of delinquent accounts and alignment with departmental goals related to delinquency, charge‑offs, and overall asset quality. This role supports a high‑volume, transaction‑driven environment by guiding staff in delivering prompt, courteous, and compliant customer interactions across both inbound and outbound channels. The Supervisor maintains strong operational oversight of credit‑ and collection‑related activities, including reviewing and resolving complex delinquency issues, negotiating repayment arrangements, evaluating accounts for potential repossession, and supporting skip‑tracing efforts. The role ensures accurate processing and verification of credit information while upholding all applicable laws, regulations, and internal policies. In addition to supervising a small team of para‑professional staff, the Consumer Loan Servicing Supervisor contributes to the development and refinement of processes and procedures that enhance efficiency, consistency, and customer experience. This position requires thorough knowledge of consumer loan servicing, collections practices, and credit operations, typically gained through at least three years of related experience in a comparable functional area.

Requirements

Bachelor’s degree, or an equivalent combination of education and relevant work experience.
5 years of supervisory experience in a collections or loan‑servicing environment, ideally within a financial institution.
Demonstrated working knowledge of the Fair Debt Collection Practices Act (FDCPA) and other regulations governing collection activities.
Documented experience with skip tracing and effective customer and stakeholder communication across verbal and written channels.
Ability to work independently while operating within established policies, procedures, and supervisory guidelines.
Proven ability to provide effective customer service in high‑pressure or escalated situations.
Knowledge and practical experience in bankruptcy, repossession processes, and standard collection workflows.
Proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
Spanish language proficiency (required).

Nice To Haves

Bachelor’s degree in Business, Finance, Accounting, or a related field.
Experience in consumer auto‑loan servicing or asset‑based lending environments.
Prior experience working with loan servicing systems, core banking platforms, or collection management software.
Demonstrated ability to analyze delinquency trends, portfolio performance metrics, and operational data.
Experience developing or delivering staff training, onboarding programs, or quality‑control processes.
Knowledge of BSA/AML, UDAAP, and other compliance frameworks relevant to loan servicing.
Experience collaborating with legal counsel, repossession vendors, or external agencies.
Advanced Excel skills (e.g., pivot tables, data validation, reporting automation).

Responsibilities

Interview, hire, onboard, coach, mentor, discipline, and evaluate staff performance.
Conduct 90‑day reviews for new employees and annual performance evaluations.
Supervise department operations, ensuring proper workload distribution and team coverage.
Oversee the department’s training program, including development of materials and coordination of training.
Promote and maintain positive, professional relationships with employees, customers, and internal partners.
Apply collection knowledge, skills, and strategies to in‑house accounts.
Review past‑due accounts to ensure proper procedures and due diligence have been followed.
Conduct monthly audits and performance reviews of accounts; determine appropriate resolutions for underperforming accounts in alignment with Bank policy.
Provide responses on day‑to‑day inquiries and escalations regarding problem accounts, including questions from staff and other bank personnel.
Create, edit, and review departmental reports for the VP, Consumer Loan Servicing Manager, as needed.
Approve employee timecards; assist with special projects and report preparation as assigned.
Process and oversee accurate handling of due‑date changes, PICL requests, settlement evaluations, charge‑offs, CPI refunds, and payment posting corrections.
Supervise and support daily operations to meet service, quality, and collection objectives.
Provide timely, courteous resolutions to customer complaints, concerns, and general inquiries.
Collect customer payments in accordance with due dates; assist customers with payment‑due‑date changes as applicable.
Utilize effective payment and negotiation strategies to resolve delinquent accounts.
Identify and pursue valid opportunities for recourse or skip tracing to locate borrowers.
Record and maintain complete, accurate information related to customer financial status and collection efforts.
Review accounts for programs offered by the Bank, including due‑date modifications and hardship options.
Verify that collection activities and documentation adhere to Bank policies and comply with State and Federal regulations.
Review accounts for potential repossession actions and assess the viability of settlement proposals.
Ensure proper processing and verification of account information across all stages of delinquency and recovery.
Maintain a strong working knowledge of consumer loan servicing, collections practices, recovery strategies, and credit operations.
Ensure compliance with all federal, state, and internal regulations, including but not limited to BSA/AML, Fair Lending, Privacy, UDAAP, Anti‑Discrimination, and other applicable requirements.
Monitor departmental activities for adherence to Bank policies, procedures, and quality‑control standards.
Maintain accurate and complete documentation to satisfy audit, legal, regulatory, and internal review expectations.
Stay informed of regulatory changes, industry standards, and best practices impacting loan servicing and collections.
Completes mandatory compliance training in accordance with established deadlines.
Uphold strict confidentiality and ensure the protection of customer information at all times.
Maintain familiarity with Beneficial State Bank policies and procedures.
Demonstrate punctual, regular, and reliable attendance.
The position performs duties specific to the position and other functions as assigned.

Benefits

Medical / Dental / Vision / Basic Life / STD / LTD
Vacation Days: 2-4 weeks depending on role
Sick Days: 12 days per year
Holidays: 11 days per year
401(K) / ROTH / FSA / HSA / EAP
Education and Adoption Assistance
Bank-Wide Annual Discretionary Bonus Program
Production-based incentive program available for some roles.
Paid Volunteer Time: 4 days per year / annual match of qualifying employee donations
Paid Sabbatical Program after 5 years of service
Pet Benefits