Supervisor, Collections

Everwise Credit Union•South Bend, IN

14d

About The Position

Position Summary: The Supervisor, Collections oversees the daily operations of the Collections team and provides direct supervision to assigned staff. The incumbent ensures effective management of delinquent accounts through member contact, payment plan negotiation, and appropriate recovery actions, including repossessions, foreclosures, skip-tracing, and pre-legal coordination. The Supervisor, Collections monitors performance metrics, coaches team members, and ensures compliance with regulatory requirements and organizational policies to mitigate risk and support portfolio quality.

Requirements

Strong leadership and team management skills.
Excellent communication, negotiation, and problem-solving abilities.
Strong organizational skills with a high attention to detail.
Ability to negotiate and handle conflict with diplomacy, empathy, and respect.
Ability to analyze financial situations and recommend appropriate solutions.
Ability to collaborate effectively with internal and external legal counsel to facilitate collections and recovery efforts.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collection management software.
Bachelor’s degree or equivalent work experience
2+ years’ experience
Collection experience required
Leadership experience supervising a team preferred.

Responsibilities

Lead, coach, and develop a team of Collectors to ensure effective, compliant, and member-focused management of delinquent accounts.
Establish performance standards, monitor key collection metrics, and provide ongoing feedback to drive productivity, accountability, and results.
Oversee daily inbound and outbound calling queue activities to ensure timely member contact and consistent follow-up on past-due accounts.
Review and approve payment arrangements, extensions, and other resolution strategies in accordance with established policies and guidelines.
Ensure accurate documentation and proper record retention to support compliance requirements, repossessions, charge-offs, bankruptcy tracking, and recovery efforts.
Prepare and analyze recurring reports on delinquency trends, roll rates, right-party contact and regulatory compliance.
Partner with internal departments, vendors, and legal partners to ensure operational alignment with policies, regulatory standards, and operational goals.
Maintain current knowledge of applicable collection laws and regulations to mitigate risk and ensure team adherence.
Identify and implement process improvements to enhance workflow efficiency and recovery outcomes.
Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.