Collections Supervisor

Overview based on experience and credentials Overview Compensation $50,000-$80,000 based on experience and credentials Location Type Hybrid Position Type Full Time Schedule Monday thru Friday 8:30am-5:30pm The Supervisor of Disputes oversees the operations of the Disputes department. The incumbent ensures the achievement of all regulatory timeframes on a daily basis while monitoring queues to ensure work is completed or reallocated as needed. Key responsibilities include overseeing and evaluating all dispute cases against the credit union. Responsibilities Supervise, oversee, and coach the Disputes staff members specializing in various disputes such as debit cards, credit bureau, ACH, ATM/ITM, and error corrections Review and maintain reports to ensure the department is updated on current and developing fraud and dispute trends Develop strategies and connect with other business units to update practices to reduce fraud Monitor queues and phone activity to compile staff productivity reports Ensure adequate staffing of communication channels to meet service levels Coach staff to ensure all duties are performed and completed in an accurate and efficient manner Forecast the need for adjustments to tasks on a proactive basis Ensure compliance with internal and external policies, procedures, and regulatory and risk requirements Monitor and implement procedural and system changes to ensure successful daily maintenance and achievement of regulatory timeframes Compile and analyze dispute data to proactively strategize Implement measures to stay within the desired time frame of dispute requests in all categories Train new and experienced staff on procedures and systems to maximize their potential Ensure that internal procedures and E-manual content are up to date Assist staff with inquiries from other departments and members to determine the best action for resolution Research and resolve complex requests to efficiently assist the Disputes Manager with staff and member escalations Reconcile fraud dispute settlement and suspense accounts/GL daily Collaborate with staff and accounting to ensure proper balancing and make necessary adjustments Maintain extensive knowledge of Visa rules, NYCE Network, and applicable state and federal regulations of the department’s duties Conduct weekly meetings with the team to ensure proper communication of new trends, tasks, accomplishments, updates, Culture Boost, organizational information etc Qualifications A minimum of 3 years of dispute-related experience Strong leadership skills to monitor progress and motivate team members Excellent organization, prioritization and analytical skills to effectively manage areas of responsibility and attain organizational goals Excellent written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators Ability to analyze and resolve complex problems or situations Ability to positively influence others regarding policies, practices, and procedures Strong knowledge and understanding of credit union products, services, policies, and procedures Strong knowledge and understanding of regulatory compliance Strong knowledge and understanding of credit union computer systems and software applications required to perform job duties Benefits Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO Community Involvement: Paid Volunteer Hours Growth: Degree Assistance up to $5,000 per year For more information, including additional benefits, please visit our benefits website at Company Overview Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. For more information, please visit our careers site at #J-18808-Ljbffr