Service Finance collections supervisor

Truist•Boca Raton, FL

9d•Onsite

About The Position

The Service Finance Collections Supervisor will be responsible for hiring, empowering, mentoring, and counseling collection teammates to create a positive team and working environment. This role involves implementing and executing the collection/recovery process 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 delinquency goals/forecasts of Truist.

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

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 participating in scheduling collection groups to meet organizational needs and peak collection times.
Ensuring teammates negotiate with Clients according to established time frames while promoting positive roll and reducing levels of delinquency, repossessions, non-performing assets, and loan losses.
Managing a Teammate's career path by executing on hiring, coaching, performance ratings, and progressive discipline.
Managing the day-to-day activity of attendance tracking.
Meeting established goals for portfolio delinquency, losses, and recoveries for assigned portfolios.
Executing call monitoring and quality reviews to ensure compliance with policies and regulations.
Ensuring proper escalation of any Client complaints.
Monitoring systems and/or production reports daily, monitoring performance and making recommendations for areas of improvement.
Identifying Teammates who are below agreed-upon Key Performance Indicators (KPI) and coaching them appropriately.
Managing the Team’s client communications and providing accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.
Communicating regularly with all leaders in Client Default Solution and other departments, as needed, to discuss status of past dues, losses, insurance issues, and repossession information, and appropriate escalation and collaborative resolution of issues identified.
Reviewing repossessions, charge-off, and account changes (i.e. Loan modifications) according to policy guidelines within policies and procedures.
Assisting 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.
Supporting the successful implementation of strategy and system-related changes.
Completing all required Computer Based Training (CBT) courses accurately and timely.