Member Solutions (Collections) Supervisor
About The Position
The Member Solutions (Collections) Supervisor oversees the day-to-day operations of the Member Solutions Department and is responsible for organizing, planning, directing, and controlling its operations. The role manages the full collections function, including late, potentially delinquent, delinquent, and charged-off accounts, as well as repossessions, bankruptcy-related matters, and complex member account situations. The supervisor leads and supports a team of four, evaluates collections policies and procedures, ensures compliance with Credit Union policies and applicable legal requirements, and coordinates departmental activities with overall Credit Union objectives. The position also supports members with difficult account situations, provides feedback on underwriting trends, and ensures collections services are delivered professionally and efficiently.
Requirements
- Three to five years of similar or related experience.
- Excellent communication and public relations skills.
- Ability to work effectively in stressful and high-pressure situations.
- Strong analytical and negotiating skills.
- Strong leadership and supervisory abilities.
- Ability to operate computer applications, financial calculators, and other basic business equipment.
Responsibilities
- Review, schedule, train, and monitor the work and calls of direct reports.
- Assist with performance reviews and quality control.
- Allocate departmental resources to meet operational needs.
- Review and approve, deny, or modify recommendations made by department team members.
- Contact delinquent accounts by phone and mail and take appropriate action to bring accounts current.
- Monitor and review delinquent and problem accounts and help members resolve difficult account situations.
- Analyze the financial situations of delinquent borrowers.
- Determine next steps when payment arrangements are unsuccessful.
- Initiate repossession of collateral when necessary and manage the remarketing of repossessed collateral.
- Determine appropriate expenditures to maximize recovery.
- Identify and communicate underwriting trends that may contribute to delinquent or charged-off loans.
- Ensure collections activities comply with Credit Union policies, procedures, and applicable legal requirements.
- Ensure delinquent accounts are addressed promptly and appropriate, timely legal actions are initiated when necessary.
- Monitor delinquency and collection ratios against established management standards.
- Maintain professional relationships with members, agencies, organizations, institutions, and other business partners.
- Ensure collections documentation, reports, and records are complete, accurate, and timely.
- Keep management appropriately informed of departmental activity and trends.
- Ensure collections personnel are well trained, effective, and properly supported, and maintain strong working relationships with related Credit Union departments.
Benefits
- Sign-on bonus
- Affordable benefits
- Up to 6% 401(k) matching
- Eleven paid holidays
- 120 PTO hours
- Employee line of credit with a 0% interest rate
- Free telemedicine
- Relaxed casual dress code
- Flexible spending account
- Health savings account
- Employee assistance programs
- Company diversity council
- Community engagement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
