Lead Collections Specialist

Civic Credit Union•Raleigh, NC

just now•Onsite

About The Position

Lead Collections Specialist is responsible for the daily operational oversight of a team consisting of Collections Specialists tasked with proactive delinquency outreach and strategy. This role is responsible for proactively managing delinquent accounts by contacting Credit Union members and involves identifying potential risks, working with members to resolve payment issues, providing repayment solutions, and implementing strategies to mitigate losses to the Credit Union.

Requirements

Minimum 4-6 years experience in consumer loan product collections, financial services or related field, inclusive of a Minimum 1-3 years of direct supervisory or leadership experience.
Must have an understanding of accounting principles and business financial statements and tax returns.
Must be knowledgeable in the process of analyzing personal tax returns, personal financial statements, and credit bureau reports.
Experience with credit procedures, policies, regulations and laws, in addition to knowledge of bankruptcy and consumer law.
Strong interpersonal skills with ability to work in a team environment.
Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
Ability to lift a minimum of 25 lbs. (file boxes, computer).
Travel required on occasion.

Nice To Haves

Collections or call center supervisory experience.
Bachelor’s degree in finance, Accounting, Economics, Business or related field.
Prefer a minimum of 1-3 years of Credit Union consumer credit experience.
Knowledge of loan structuring and work-out solutions in desirable.

Responsibilities

Oversee a team of Collections Specialists who are responsible for primary support of all incoming and outgoing call efforts to support delinquency and loss management goals.
Provide primary managerial support for all escalated calls and membership concerns.
Coordinate efforts to ensure all required accounts are contacted via phone, email, and text message.
Provide leadership direction and decisions based on sound judgment and strategic thinking.
Coordinate with other team leaders and management to ensure coverage of phones and other means of communication during identified business hours.
Manage scheduling for all employees within their oversight.
Work with Collections Specialists to provide strategic repayment plans, loan modifications, or other solutions to bring accounts current.
Provide support to the Default Management Team.
Ensure a consultative member approach to restructuring loans as necessary, providing direction on improving the financial outlook of the member in the future.
Establish proficiency in all current and future software systems utilized by the Loss Mitigation team.
Accurately document all member interactions, payment agreements, and actions plans in the core collection system.
Maintain sufficient call volume and quality standards in like with established positions Key Performance Index goals for individuals under your direct supervision.
Provide strategic recommendations to management as identified.
Maintain knowledge of Default Management practices and procedures to best aid in cross-team communication.
Collaborate and mentor individuals within the Loss Mitigation Team to ensure diligent effort is made to cross-train other team members and ensure complex subject matter is understood across the team.
Maintain knowledge of current loss mitigation and collections strategy to assist in the successful completion of identified individual and team goals.
Maintain knowledge of elevated account actions, insurance claims, and collateral recovery efforts to best assist with membership communication pre and post charge off.
Collaborate as necessary with other internal business units and resources to ensure a coordinated approach to loss prevention.
Assist Loss Mitigation management with reviewing reports on delinquency trends, member interactions, and recovery efforts.
Ensure all activities are in compliance with federal and state regulations, as well as Credit Union policies, guidelines, and procedures.
Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.