Collections Supervisor at Security Service Federal Credit Union

This role supervises a team of Collectors for the Asset Recovery Collections Call Center, reports to the Asset Recovery Collections Manager. Manages collection of delinquent loans, both secured and unsecured, post charged off accounts, written off accounts, and overdrawn share accounts. Provides operational and strategic support, shares best practices, identifies opportunities for improved processes, procedures and efficiencies that impact the overall operations of the Asset Recovery Collections Call Center. Oversees the day-to-day operations, to include, but not limited to monitoring call flow, managing staffing levels, troubleshooting, coaching, training, and establishing, monitoring, and executing collection strategies. Reviews and analyzes performance measurement reports and provides feedback to Collections team and Asset Recovery Collections Manager. Ensures reporting is accurate, timely and makes recommendations to management to enhance productivity, improve performance, call quality and goal attainment. Serves as the lead in driving employee development and accountability by being the primary driver of career progression and critical training projects. Establishes action plans and holds Collectors accountable for meeting individual and department goals, achieving quality call monitoring and call adherence expectations. Conducts quality assurance audits and participates in call calibration sessions. Responsible for ensuring collections are performed in compliance with applicable laws, regulations, policies and procedures. Ability to effectively handle member issues and inquiries by resolving the situation without further escalation. Reviews, research, and provides findings in a timely manner of complaints in the approved format that are received from the Member Complaints area. Completes any other job-related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization’s Values. Apply Now