Supervisor, Collections

Everwise Credit Union • South Bend, IN

1d

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. Primary Responsibilities and Duties: 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. Knowledge/Skills: 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. Minimum Requirements: Bachelor’s degree or equivalent work experience 2+ years’ experience Collection experience required Leadership experience supervising a team preferred. Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. Welcome to Everwise Credit Union Careers! Everwise Credit Union puts people’s needs first, so no matter your story or your money savvy, we meet you where you are and equip you with the confidence and tools you need to get ahead—wherever you’re going. Originally founded as Teachers Credit Union, helping people understand and manage their financial future has always been central to what we do, even as we’ve expanded our community beyond teachers. Today, we serve more than 300,000 members across nearly 60 locations in the heart of the Midwest. Through personalized resources, services, tools and unparalleled access to innovative technology, we help everyone—teenagers to retirees, business leaders to the under-served—feel more in control of their money and their future. With every interaction, we seek to fulfill our purpose of helping people grow into their dreams. Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.

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

Nice To Haves

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager