Member Solutions (Collections) Supervisor

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Job Description

We are seeking an experienced collections leader to oversee the day to day operations of the Member Solutions Department.

This position is responsible for managing the full collections function, including delinquent accounts, potential delinquencies, charge offs, repossessions, bankruptcy related matters, and complex member account situations.

The ideal candidate brings strong collections knowledge, sound judgment, excellent communication skills, and the leadership ability to develop and guide a high performing team.

Position Purpose

Responsible for organizing, planning, directing, and controlling all operations of the Member Solutions Department.

This role oversees all collections functions, including accounts that are late, potentially delinquent, delinquent, or charged off.

The Collections Supervisor will also:

• Assist with difficult and complex account situations

• Evaluate collections policies and procedures and recommend modifications as needed

• Ensure established policies, procedures, and legal requirements are followed

• Coordinate departmental activities to support overall Credit Union objectives

• Train, direct, and evaluate department personnel

• Ensure services are delivered professionally and efficiently

Key Responsibilities

Team Leadership and Department Management

• Review, schedule, train, and monitor the work and calls of direct reports

• Assist with performance reviews and quality control

• Allocate resources to meet operational needs within the department

• Review and approve, deny, or modify department recommendations made by team members

Collections and Account Resolution

• Contact delinquent accounts by phone and mail

• Take appropriate action to bring accounts current

• Monitor and review delinquent and problem accounts

• Assist members with resolving difficult account situations

Delinquency and Repossession Management

• Analyze the financial situation of delinquent borrowers

• Determine appropriate next steps when payment arrangements are unsuccessful

• Initiate repossession of collateral when necessary

• Manage the remarketing of repossessed collateral

• Determine appropriate expenditures to maximize recovery

Portfolio and Underwriting Feedback

• Identify and communicate trends in loan underwriting that may be contributing to delinquent or charged off loans

The Collections Supervisor will ensure:

• Collections activities are performed effectively and efficiently in accordance with Credit Union policies, procedures, and applicable legal requirements

• Delinquent and problem accounts are closely monitored and reviewed

• Delinquent accounts are addressed promptly

• Appropriate and timely legal actions are initiated when necessary

• Delinquency and collection ratios meet established management standards

• Professional relationships are maintained with members, agencies, organizations, institutions, and other business partners

• Members receive appropriate assistance in resolving account issues

• The Credit Union is professionally represented in business and legal matters

• Collections documentation, reports, and records are complete, accurate, and timely

• Management is appropriately informed of departmental activity and trends

• Collections personnel are well trained, effective, and properly supported

• Strong working relationships exist with related departments throughout the Credit Union

Qualifications

Experience: Three to five years of similar or related experience

• Excellent communication and public relations skills

• Ability to work effectively in stressful and high pressure situations

• Strong analytical and negotiating skills

• Strong leadership and supervisory abilities

• Ability to operate computer applications, financial calculators, and other basic business equipment

Additional Information

Compensation & Benefits: $70-75K annually 

• Sign-on bonus*

• Affordable benefits

• Up to 6% 401(k) matching

• Eleven paid holidays

• 120 PTO hours*

• Employee LOC with a 0% interest rate

• Free telemedicine

• Relaxed casual dress code

• Flexible spending account

• Health savings account

• Employee assistance programs

• Company diversity council

• Community engagement opportunities