Supervisor, Consumer Collections

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.

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.

Required Qualifications

Knowledge, Skills and Abilities