Producing Supervisor - Collections

Marine Credit Union

About The Position

By dedicating structured time to both production and leadership, this position strengthens operational efficiency, improves delinquency management, and enhances member experience. This position requires a strategic balance of frontline engagement and leadership responsibilities, with 25% of time dedicated to scheduled and blocked phone time. Phone Time (25%) Engage in scheduled and blocked outbound/inbound calls to maintain firsthand insight into member interactions. Modelling best practices in communication and collections strategy. Maintain a call standard equivalent to the team’s goal, ensuring personal performance aligns with expectations set for the team. Quality & Performance Oversight Conduct regular call reviews and account audits to ensure compliance and effectiveness. Deliver coaching and feedback sessions tailored to individual performance metrics. Monitor and manage delinquency trends, implementing corrective strategies as needed. Employee Development Create and execute development plans for team members to foster growth and career progression. Identify training needs and provide ongoing support for skill enhancement. Leadership & Communication Host team meetings and training sessions to ensure consistent messaging and alignment with company goals. Relay expectations clearly and hold employees accountable to performance and behavioral standards. Stay informed on industry trends, regulatory changes, and best practices to guide team strategy.

Requirements

Proven experience in collections or call center leadership.
Strong analytical skills and attention to detail.
Excellent communication and interpersonal abilities.
Ability to coach, mentor, and inspire a team.
Familiarity with compliance standards and industry regulations.
Four years Marine Credit Union Collections experience
Experience with collection laws and regulations (e.g., FDCPA, state specific compliance)
Familiarity with collection software, and Microsoft Office Suite
Proven ability to manage individual performance, set goals, and implement process improvements
High School Diploma or GED (minimum requirement).

Responsibilities

Engage in scheduled and blocked outbound/inbound calls to maintain firsthand insight into member interactions.
Modelling best practices in communication and collections strategy.
Maintain a call standard equivalent to the team’s goal, ensuring personal performance aligns with expectations set for the team.
Conduct regular call reviews and account audits to ensure compliance and effectiveness.
Deliver coaching and feedback sessions tailored to individual performance metrics.
Monitor and manage delinquency trends, implementing corrective strategies as needed.
Create and execute development plans for team members to foster growth and career progression.
Identify training needs and provide ongoing support for skill enhancement.
Host team meetings and training sessions to ensure consistent messaging and alignment with company goals.
Relay expectations clearly and hold employees accountable to performance and behavioral standards.
Stay informed on industry trends, regulatory changes, and best practices to guide team strategy.