Repayment (Collections) Supervisor

Msgcu•Troy, MI

7d•Hybrid

About The Position

Supervises the daily activities of the Repayment Department, which includes the collection of delinquent loans, charged off loans, share accounts, foreclosures, and related activity in accordance with MSGCU’s policies and state and federal government regulations, and in alignment with our desired member experience. The role serves as a subject matter expert with regard to collections, makes sound and timely decisions, and delivers a superior member experience by effectively managing the Repayments team. This includes ensuring a consistent, professional, and respectful approach to collections activity, directing the team's work, developing their knowledge and skills, and holding them accountable to meet commitments and achieve goals. The supervisor monitors performance, conducts evaluations, and ensures systematic maintenance of records. They also supervise loan modifications and workouts, and collaborate with other managers and colleagues. The role involves building and retaining an effective, high-performing team, driving engagement, and representing MSGCU at various functions.

Requirements

Associate degree, professional degrees or certifications in related field or the equivalent combination of education and relevant work experience.
3 years of related, progressively more responsible collections experience preferably within a financial institution.
Minimum high school diploma or GED required.
Thorough knowledge of collections policies and procedures to coordinate the daily functions of the repayments area and respond to team member and member questions.
Financial institution knowledge with demonstrated subject matter experience.
Superior interpersonal skills necessary to resolve member and team member concerns.
Strong aptitude for learning new collections systems.
Proficient in Microsoft Office software, including Word, Excel, PowerPoint, and Outlook.

Nice To Haves

Supervisory experience preferred.

Responsibilities

Supervises the daily activities of the Repayment Department, including the collection of delinquent loans, charged off loans, share accounts, and foreclosures.
Serves as a subject matter expert with regard to collections policies and procedures.
Makes sound and timely decisions related to the Repayments function.
Delivers a superior member experience by effectively managing the Repayments team and ensuring a consistent, professional, and respectful approach to collections activity.
Ensures team members listen for cues to determine members’ needs and courteously resolve member problems by suggesting applicable solutions.
Directs the Repayments team’s work by providing clear direction, removing obstacles, delegating, and empowering.
Develops the team’s knowledge, skills, and abilities to ensure continued effectiveness.
Holds self and team accountable to meet commitments and achieve goals.
Monitors performance and takes corrective action as necessary when objectives are not attained and conducts accurate and straight forward performance evaluations.
Ensures that records, with regard to all aspects of collections, are systematically maintained and updated in an accurate, timely and thorough manner.
Prepares and ensures preparation of monthly and recurring reports and analysis regarding key collections metrics as assigned.
Supervises loan modifications and workouts with members and reviews recommendations with Repayment Manager as needed.
Supervises Repayment Solution Specialists effectiveness by ensuring that specific actions on collection accounts, e.g., legal action repossession, is authorized and acted upon in ways that align with MSGCU’s expectations.
Ensures that the desired member experience is achieved in a professional and respectful manner.
Collaborates with other managers and colleagues.
Builds and retains an effective, high-performing team that applies their diverse skills and perspectives to achieve common goals.
Drives engagement by aligning individual goals with organizational objectives and creating a healthy environment where team members are inspired to do their best and achieve results.
Reinforces team’s efforts for correctly identifying areas of financial strength.
Effectively communicates using various forms of communication (written, verbal, presentation) and understands the unique needs of different audiences.
Tactfully resolves member concerns and inquiries in a manner consistent with MSGCU Values.
Supervises aspects of the pre-foreclosure, full foreclosure, sheriff sales, short sales, vacancy, redemption, and preservation of real property.
Achieves similar effectiveness in team members by developing knowledge, skills and abilities.
Gains the confidence and trust of others by modeling honesty, integrity authenticity, and behaviors that align with organizational values.
Makes responsible choices and exemplifies courage by stepping up to address difficult issues.
Models self-development by actively seeking new ways to grow and be challenged, and exhibits self-awareness by soliciting feedback and uses self-reflection to gain productive insight into personal strengths and weaknesses.
Models resiliency by maintaining a positive attitude and rebounding from setbacks and adversity when facing difficult situations.
Represents MSGCU at trade functions, professional organizations, and community activities.

Benefits

Generous health benefits
Vacation time
Retirement plan contributions
Discounts on loans
Discounts on phone service
Medical, dental and vision on your first day
Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
3% contribution from MSGCU to 401(k) (if at least 21 years old)
100% match for the next 7% contributed to 401(k) (if at least 21 years old)
12 paid holidays
Up to 120 hours of PTO your first year of service (pro-rated based on start date)