Supervisor, Consumer Collections

Tower•Laurel, MD

About The Position

The Supervisor, Consumer Collections is responsible for directly overseeing the day-to-day operations of the Collections Team. The Supervisor is responsible for preserving the credit union's assets by managing delinquent accounts, collecting overdue loan payments, and recovering collateral. The Supervisor reviews, schedules, trains, and supervises the Consumer Collections staff. The Supervisor also provides support to leadership and the department. This position ensures members and internal staff are provided with a high level of service while minimizing credit union losses.

Requirements

AA degree plus 5 years collections and lending experience.
One to three years of supervisory or team lead experience
Or equivalent combination of education and experience
Working knowledge of FDCPA, FCRA, MLA, bankruptcy, skip tracing, and real estate loss mitigation.
Strong leadership, coaching, and team development skills.
Ability to manage performance and motivate staff toward department and organizational goals.
Proficiency with Microsoft Office, particularly Word and Excel.
Strong communication, conflict resolution, and decision-making skills.
Demonstrates honesty, integrity, dependability, and professionalism.
Knowledge of credit union philosophy, regulatory guidelines, and compliance requirements.
Strong organizational skills with the ability to anticipate needs and manage resources effectively.
Promotes cross-departmental collaboration.
Enhance departmental communication and team engagement.
Anticipates and exceeds member expectations through proactive service.
Adapts to change and implements improvements effectively.
Maintains current knowledge of regulatory requirements.
Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.
Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.
Ability to lift up to 20 lbs., with or without assistance, in compliance with ADA.

Responsibilities

Supervises the Consumer Collections team to include approving timesheets and time off, completing performance evaluations, coaching, and ensuring staff receives required training.
Assists leadership with interviews and hiring new staff.
Conducts staff and individual meetings to review operational challenges and provide feedback to the department manager of consumer collections on process and procedural improvements.
Monitors daily department functions for service quality and productivity.
Provides status reports for the manager on a regular basis.
Promotes a positive team culture that encourages participation, collaboration, and personal development.
Continuously identifies opportunities for improving member service and departmental efficiency and make recommendations to the Manager of Consumer Collections.
Serves as the first point of contact for escalated member complaints requiring resolution.
Contacts members, co-borrowers and cosigners to determine the reason(s) for the delinquency and negotiate mutually agreeable repayment arrangements.
Contact members on a regular basis and follow up on commitments made.
Demonstrates excellent service standards in all interactions with members, internal staff, third-party agencies, and vendors.
Prepares and delivers performance reports, including executive summaries for management.
Reviews and approves collection recommendations from staff (e.g., repossessions, skip tracing, legal actions, re-ages, deferments, modifications, bankruptcy, and settlements).
Analyzes all recommended legal action on consumer loans.
Makes account-level decisions, such as deposit hold releases, fee reversals, and temporary credits, while assessing associated risks.
Assists with implementation of special projects requiring knowledge of credit union policies and procedures.
Maintains a strong working knowledge of BSA laws and regulations applicable to collections; ensures compliance with all regulatory requirements.
Implements department business plans, delegates assignments, and ensures deadlines are met.
Reviews all communication channels (calls, emails, chats, secure messages) for accuracy and quality; conducts monthly reviews and coaching follow-ups.
Assists management with reports and updates on daily delinquency.
Makes policy and/or procedural recommendations based on observations.
Performs other duties as required to support the goals of the department and the credit union.