Collections Team Lead

Collections Team Lead

Collections Team Lead is responsible for the daily operational oversight of a team consisting of Collections Specialists tasked with proactive delinquency outreach and strategy. This role is responsible for proactively managing delinquent accounts by contacting Credit Union members and involves identifying potential risks, working with members to resolve payment issues, providing repayment solutions, and implementing strategies to mitigate losses to the Credit Union.

Normal Day-To-Day Work

1. Oversee a team of Collections Specialists who are responsible for primary support of all incoming and outgoing call efforts to support delinquency and loss management goals. Provide primary support for all escalated calls and membership concerns.
2. Coordinate efforts to ensure all required accounts are contacted via phone, email, and text message.
3. Provide leadership direction and decisions based on sound judgment and strategic thinking.
4. Coordinate with other team leaders and management to ensure coverage of phones and other means of communication during identified business hours. Manage scheduling for all employees within their oversight.
5. Work with Collections Specialists to provide strategic repayment plans, loan modifications, or other solutions to bring accounts current.
6. Ensure a consultative member approach to restructuring loans as necessary, providing direction on improving the financial outlook of the member in the future.
7. Establish proficiency in all current and future software systems utilized by the Loss Mitigation team. Including, but not limited to, our core operating system, collections software, payment portals, document retention, and workforce based applications software.
8. Accurately document all member interactions, payment agreements, and action plans in the core collection system.
9. Maintain sufficient call volume and quality standards in line with established positions Key Performance Index goals for individuals under your direct supervision
10. Provide strategic recommendations to management as identified.
11. Maintain knowledge of Default Management practices and procedures to best aid in cross-team communication. Provide support to the Default Management Team when necessary.
12. Collaborate and mentor individuals within the Loss Mitigation Team to ensure diligent effort is made to cross-train other team members and ensure complex subject matter is understood across the team.
13. Maintain knowledge of current loss mitigation and collections strategy to assist in the successful completion of identified individual and team goals.
14. Maintain knowledge of elevated account actions, insurance claims, and collateral recovery efforts to best assist with membership communication pre and post charge off.
15. Collaborate as necessary with other internal business units and resources to ensure a coordinated approach to loss prevention.
16. Assist Loss Mitigation management with reviewing reports on delinquency trends, member interactions, and recovery efforts.
17. Ensure all activities are in compliance with federal and state regulations, as well as Credit Union policies, guidelines, and procedures.
18. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

Job Qualifications

Here are a few skills you MUST have to be qualified for this position.

1. Minimum 4-6 years experience in consumer loan product collections, inclusive of a Minimum 1-3 years of direct supervisory or leadership experience.
2. Must have an understanding of accounting principles and business financial statements and tax returns.
3. Must be knowledgeable in the process of analyzing personal tax returns, personal financial statements, and credit bureau reports.
4. Experience with credit procedures, policies, regulations and laws, in addition to knowledge of bankruptcy and consumer law.
5. Strong interpersonal skills with ability to work in a team environment.
6. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
7. Ability to lift a minimum of 25 lbs. (file boxes, computer).
8. Travel required on occasion.

Qualities We'd Like For You To Have

Here are a few qualities we'd LIKE for you to have to make you more suited for this position.

1. Collections or call center supervisory experience.
2. Bachelor's degree in finance, Accounting, Economics, Business or related field.
3. Prefer a minimum of 1-3 years of Credit Union consumer credit experience.
4. Knowledge of loan structuring and work-out solutions in desirable

Civic Culture

Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609

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