Collections Operations and Analytics Supervisor

Job Description

Summary: The Member Solutions Operations and Analytics Supervisor supports Tropical Financial Credit Union’s mission of guiding members successfully through the financial marketplace by overseeing the daily operations of the Collections Department. This role is responsible for organizing, planning, and directing departmental activities in alignment with strategic and business objectives, while working closely with management to drive performance and accountability. The supervisor promotes a strong service culture centered on member-focused solutions, professionalism, and balanced decision-making that supports both risk mitigation and member experience.

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A key aspect of this position is the use of strong analytical skills to manage daily performance, monitor key metrics, and identify trends that drive effective collection strategies. The supervisor ensures team productivity meets expectations and prepares accurate end-of-month reports that provide insight into portfolio performance, delinquency trends, and recovery efforts. In addition, the role ensures all collection activities comply with applicable state and federal regulations, as well as internal policies and procedures, while supporting continuous improvement and overall operational efficiency.

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Essential Duties and Responsibilities include the following. Other duties may be assigned:

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• Oversees, prioritizes, and supports collectors’ activities; reviews account queues to ensure delinquent accounts and negative shares are worked effectively, efficiently, and in compliance with applicable regulations and policies.
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• Works with delinquent members to establish appropriate arrangements to restore accounts to current status, using sound judgment, negotiation, and financial counseling when needed.
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• Supervises, coaches, and supports department personnel to drive performance and accountability in coordination with the collections leadership team.
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• Provides ongoing coaching, feedback, training, and development to collections staff, branches, and call center employees.
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• Develops and implements strategies to improve collection performance and increase recovery on outstanding debt.
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• Runs reports, analyzes departmental and individual performance data, and shares insights with leadership as needed.
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• Establishes and monitors performance goals aligned with organizational objectives; tracks results and holds staff accountable for achieving targets.
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• Manages the relationship with third-party collection agencies, ensuring performance aligns with TFCU standards and regulatory requirements.
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• Reviews delinquent accounts for charge-off recommendations in accordance with policy; ensures accurate processing, coding, and reporting.
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• Assists in the administration of the Courtesy Pay program, including collections, charge-offs, and recovery processes.
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• Conducts ongoing portfolio reviews and analysis; makes recommendations regarding account actions such as blocking, closure, credit line adjustments, or restructuring.
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• Identifies opportunities to enhance processes, improve efficiency, and implement analytical tools to support decision-making.
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• Oversees the handling and processing of bankruptcy accounts, ensuring proper coding, documentation, and compliance with legal requirements.
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• Participates in legal proceedings on behalf of the credit union when required.
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• Oversees the repossession process, ensuring adherence to policies and coordination with third parties to maximize collateral recovery.
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• Assigns accounts to external collection agencies and oversees their performance and compliance.
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• Recommends real estate loan modifications, workouts, troubled debt restructures (TDR), and foreclosures based on financial analysis and net present value considerations.
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• Reviews and approves payment deferments and loan restructuring requests within authority, based on member repayment capacity.
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• Prepares and communicates monthly reports, including charge-off recommendations, to the Credit Risk Manager and lending committees.
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• Participates in internal and external audits and regulatory examinations.
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• Oversees recovery efforts for charged-off loans, including settlements, litigation, and agency management within approval limits.
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• Conducts monthly charge-off meetings with staff to ensure all appropriate collection efforts are completed prior to charge-off.
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• Provides feedback to leadership on underwriting trends and risk-related observations.
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• Offers proactive assistance to members with delinquent loans, including credit counseling and referrals to external counseling agencies.
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• Ensures tax levies and wage garnishments are processed accurately and in a timely manner.
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• Performs other duties as required with or without accommodation.
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• Compliance:
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• BSA Compliance - every employee is required to uphold the credit union’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within TFCU will take into consideration the awareness of unusual or suspicious activity that is relevant to the department.
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• In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and/or Compliance Departments.
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• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending and Credit Card Act. 
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• Comply with all TFCU policies and procedures to ensure compliance with such regulations.
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Education and/or Experience

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• Two years of experience in all aspects of collections in a credit union or bank. This includes risk management, consumer, real estate,and bankruptcy and working with auditors and examiners. 
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• One year of leadership experience required.
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• High school diploma or general education (GED) required.
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• Bachelor's degree in Business, or a related field required. Master's degree preferred.
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Tropical Financial Credit Union is an Equal Opportunity Employer committed to providing equal employment opportunities to all qualified individuals including protected veterans and individuals with disabilities.