Service Finance collections supervisor

Truist Bank•Boca Raton, FL

19h•Onsite

About The Position

The Service Finance Collections Supervisor will be responsible for hiring, empowering, mentoring, and counseling collection teammates to foster a positive team and working environment. This role involves implementing and executing collection/recovery processes for assigned portfolios, including approvals for payment relief, settlements, repossession, charge-off, foreclosure, and attorney assignment. The supervisor will provide leadership, guidance, and direction to ensure consistency and compliance with applicable laws and regulations, managing the department to meet established loss, recovery, and/or delinquency goals and forecasts. The work schedule is Monday-Friday, 2 PM - 11 PM, with a 10% automatic pay differential for the 2nd Shift.

Requirements

Bachelor’s degree, or equivalent education and related training or experience
Five years of experience in collections or equivalent supervisory experience
Excellent verbal and written communication skills; speaking in front of large groups.
Excellent decision-making and problem-solving skills in routine and non-routine situations.
Excellent time management and organizational skills.
Skilled Leadership abilities.
Strong analytical skills.
Ability to recommend operational and process improvements.
Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.
Ability to travel, occasionally overnight.

Nice To Haves

Expert knowledge of all collection policies, procedures, and processes.
Knowledgeable of collection practices and federal/state regulations and laws (e.g. Fair Credit Reporting Act (FCRA) and Fair Debt Collections Protection Act (FDCPA), Telephone Consumer Protection Act (TCPA).

Responsibilities

Responsible for executing the collection process in a fast-paced environment, ensuring assigned accounts are worked based upon individual goals and objectives (e.g., minimum calls per day, contact percentage, promises/calls ratio, promises kept).
Actively participate in scheduling collection groups to meet the needs of the organization and peak collection times.
Ensure teammates are negotiating with Clients according to established time frames while promoting positive roll and reducing levels of delinquency, repossessions, non-performing assets, and loan losses.
Responsible for managing a Teammates career path by executing on hiring, coaching, performance ratings, and progressive discipline.
Manage the day-to-day activity of attendance tracking.
Meet established goals for portfolio delinquency, losses, and recoveries for assigned portfolios.
Execute on call monitoring and quality reviews to ensure compliance with policies and regulations.
Ensure proper escalation of any Client complaints.
Monitor systems and/or production reports daily, monitoring performance and making recommendations for areas of improvement.
Responsible for identifying Teammates that are below agreed upon Key Performance Indicators (KPI) and coach appropriately.
Manage Team’s client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.
Communicate regularly with all leaders in Client Default Solution and other departments, as needed, to discuss status of past dues, losses, insurance issues, and appropriate escalation and collaborative resolution of issues identified.
Responsible for charge-off, and account changes (i.e. Loan modifications) according to policy guidelines within policies and procedures.
Assist in mentoring new leaders in Client Default Solutions to help them become more proficient in their role, incorporating Truist’s Mission, Vision and Values and the Leadership Model.
Support the successful implementation of strategy and system related changes.
Complete all required Computer Based Training (CBT) courses accurately and timely.