Collection Supervisor (Onsite)

The Collection Supervisor is responsible for supervising and monitoring the progress, quality, and quantity of work in the Collection Department.   

 

Leadership Competencies: 

Employees in a supervisory role are expected to promote, encourage and support the credit union’s service initiative by modeling the behaviors designed to build and maintain an environment focused on creating member loyalty through service excellence.  The Supervisor will assist in:

• Setting specific goals and action plans for service results.
• Providing effective and immediate feedback to employees on performance.
• Coaches employees to strengthen service skill level and competency level.
• Addressing performance problems quickly.
• Creating and maintaining a supportive environment.
• Planning strategic activities to help meet CU/branch or department goals.
• Conducting motivational and educational service meetings with staff.
• Identifying employee’s training needs and development plans.
• Encouraging staff input on improvements.
• Building and maintaining teamwork.
• Serving as a role model of expected behaviors.
• Recognizing and rewarding staff when achievements occur.

 

About Frontwave Credit Union:

Frontwave Credit Union is a member-owned not-for-profit financial institution serving San Diego, Riverside, and San Bernardino counties. Founded in 1952, we have grown to 13 branches with 120,000 members and manage over a billion in assets. At Frontwave Credit Union, we are focused on creating consumer solutions to provide our members and the communities we serve with products and services that enhance the quality of life for our members through exceptional service and the progressive application of technology.

 

What’s In It For You:
Competitive pay, 401k matching, mortgage and auto discounts.
9-27 days of PTO per year (based on tenure) and 10 paid holidays.
Affordable medical, dental, vision health plans, and Flexible Spending Account.
Employee Assistance Program with a variety of services.
Career development, training, and coaching, mentoring; tuition reimbursement up to $4,000/year.
Culture of excellence and continuous improvement.
We strive to be the best place you’ve ever worked!

Essential Duties and Responsibilities:

Includes the following non-inclusive list. Other duties may be assigned. All duties are to be performed in compliance with applicable laws, regulations and Credit Union policies and procedures.

 

ASSISTS IN THE EMPLOYMENT, COACHING, EVALUATION, TRAINING, MOTIVATION AND DISCIPLINE OF ASSIGNED PERSONNEL

• Supervises staff in accordance with credit union policies and applicable laws.
• Interviews and recommends qualified applicants for employment.
• Assigns duties and work schedules to ensure efficiency.
• Trains staff in proper department procedures, member service skills, cross training opportunities, and Credit Union policies.
• Prepares and conducts performance evaluations sessions.
• Generates and monitors the progress of monthly score cards and identifies coaching opportunities.
• Creates department procedures.
• Creates monthly scheduling and maintains employee timecards on ADP.
• Monitors, maintains, and documents accurate records for hours worked, overtime hours, and time off.
• Instructs staff in correct telephone etiquette.
• Promotes harmony among staff and assists with problem resolution.
• Monitor quality of phone calls and provide coaching.
• Provide ongoing coaching and training to retail staff on collections activities
• Manages inter-departmental communications and requests

 

ENSURES A HIGH LEVEL OF PROMPT, EFFICIENT, QUALITY SERVICE FROM ASSIGNED STAFF

• Maintains a well-trained staff knowledgeable in collection practices, procedures and policies.
• Provides technical and operational guidance to staff.
• Monitors the progress and quality of work of the department staff. 
• Ensures delinquency notifications are being sent in an applicable manner.
• Provides approvals on exceptions within defined guidelines.

 

PERFORMS OPERATIONAL DUTIES WITHIN THE DEPARTMENT

• Coordinates and is responsible for effective delinquency control and maintains an adequate follow-up program.
• Serves as a working supervisor and performs all duties and tasks associated with the collection function.
• Acts as the point of contact for issues directly related to the collection function and assists credit union personnel and members in answering and resolving difficult collection issues and problems.
• Compile data to prepare monthly loan reports for Management.
• Audits clerical reports.
• Contacts members to arrange satisfactory settlement of delinquent accounts and takes appropriate action.
• Consults with members requesting loan modifications.
• Monitors and manages bankruptcy process including filings and discharges.
• Pulls weekly reports for Management.
• Sends out daily stats (calls, contacts, dollars collected and accounts worked).
• Completes specific projects assigned by the Collections Manager.
• Monitor ancillary claims process, (GAP and extended service agreements) and Collateral Protection Insurance (CPI) for refunds and follows up on claims.
• Manages and assist skip tracing performance
• Monitor and assist the Loan Servicing Department research credit disputes.
• Manage hardship deferment and loan modification process and performance.
• Manage repossession,  and foreclosure processes.
• Manages and monitors the Skip Tracing process.
• Assistant with the management and upkeep of the Collections technology systems.
• Perform other duties as assigned.

 

 

EDUCATION and/or EXPERIENCE

High School Diploma or general education degree (GED). 

Minimum five years collection experience and three years in a supervisory role. Understanding of Fair Debt Collection Practices Act (FDCPA) and Fair Credit Report Act (FCRA). 

Additional Experience:

Proficient in MS Office Suite applications. Previous supervisory experience in a collections environment.

 

Salary Range: $29.03-$43.54

 

 

Service Excellence Standards:
• We see it. We own it. We get it done.
• We ignite positive experiences.
• We do things right every time.
• We are collaborators – united, cohesive and engaged.
• We innovate and evolve.
• We create memorable experiences for life.
• We starts with me.