Default & Special Servicing Supervisor

Fifth Third Bank • Cincinnati, OH

6d • Onsite

About The Position

First level of supervision in Default and Special Servicing unit of Consumer Collections. Works under close supervision of Default & Special Servicing Manager. Promotes outstanding customer service, facilitates workflow, monitors productivity, and ensures staff compliance with Bancorp policies and procedures. The supervisor will ensure that their employees, equipment, and materials are used properly to maximize productivity and ensure that production standards are met and maintained. Responsible for prioritizing work and delegating tasks to ensure proper coverage of all functions. Oversee and assist in resolving escalated operational and customer service issues and/or employee problems. Staff managed is non exempt. Requires a general to advanced level of knowledge about default practices and regulations. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Requirements

• College degree or equivalent experience.
• Minimum 2 years combined team lead or supervisory experience.
• Minimum 3 years collections default or related experience.
• Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills.
• Ability to multi-task and be flexible.
• Demonstrated ability to work in a team environment.
• Excellent verbal and written communication skills.
• Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.
• Strong problem solving, project management and organizational skills.
• Intermediate to advanced experience with Microsoft products, such as Word, Excel, PowerPoint, and Outlook.

Responsibilities

• Coordinate and supervise day-to-day workflow in a Default and Special Servicing unit responsible for one or more of the following functions: Foreclosure, Bankruptcy, Claims, Real Estate Owned (REO), Property Preservation, Charge off, FHA Claims, Default Attorney Referral, Valuations, Collections Support, Affidavit production, Vendor Relationship Management, Litigation oversight.
• Responsible for prioritizing work and delegating tasks to ensure proper coverage of all functions in area of responsibility.
• Responsible for monitoring individual and team productivity and quality, and providing feedback to management.
• Provides daily management, coaching and feedback to staff through account reviews, monitors and side-by-sides (60%).
• Promotes teamwork and ensures the cross training of employees.
• Communicates to higher management the constructive suggestions of employees, while at the same time communicating to employees the policies, practices, objectives and progress of the Bank (20%).
• Identifies and implements work efficiencies through process improvement techniques (15%).
• Coordinates the training of new hires.
• Manages the up-training of staff, ensuring staff has a full understanding of departmental and Bank procedures as well as individual job responsibilities, goals and performance standards (5%).
• Demonstrates mastery of all area equipment and related non-exempt responsibilities.
• Performs all work in accordance with established health and safety procedures.
• Coordinates administration of tracking for attendance, vacation, time card reporting, compliance training and other initiatives for their Special Services Team.
• Has responsibility to administer business continuity plans in the event of disaster or related event.
• Identify individual and group training needs and work with management team to develop the best approach for improvement.
• Develop individual plans for improvement.
• Monitor attendance of subordinates and ensure accuracy of hours worked prior to submitting payroll information.
• Oversee of specific departmental projects as assigned.
• Participate in internal or external departmental rotations for development purposes.
• Responsible for providing employees timely, candid and constructive performance feedback; developing all employees to their fullest potential and provide challenging opportunities that enhance employee career growth;developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

Benefits

• Comprehensive benefits and differentiated compensation offerings
• Eligible to participate in an incentive compensation plan
• Extensive benefits programs designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree