Job: Collections Supervisor

SUMMARY responsible for overseeing daily production and performance of the collection team to ensure that department’s performance and quality member service goals are met. Supervisor will be required to be personally involved in the collections process by taking collection calls and working an abbreviated collection queue. Provide coaching, call monitoring, Collection Rep training, problem solving, administrative reports and assigning workflow. Assists with department analysis, development, scheduling, and member service/quality control initiative/requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Supervise the daily activities for approximately 5 – 10 team members.
• Assist in developing and maintaining updated training material.
• Monitor associates performance and administers evaluations.
• Ensure proper queue coverage on all assigned accounts, making sure that all accounts are worked according to Company Policy.
• Monitor collection calls to ensure Fair dept Collection practices Act compliance (FDCPA) as well as credit union philosophy as it relates to collection talk-offs.
• Ensure all collection techniques are utilized.
• Monitor all aspects of attendance including breaks, lunch hours, vacation and personal time to ensure consistent application of credit union policy concerning same.
• Provide input to management as to the performance of each employee.
• Motivate all employees to perform up to the credit union’s expectations.
• Bring positive attributes as well as areas of improvement opportunity to employee’s attention.
• Ensure accounts are worked thoroughly before submission for charge off.
• Understand and analyze various reports to watch for trends in individual and team performance.
• Train, coach, counsel and evaluate team members.
• Conduct side by side sessions with team members.
• Work closely with other departments on all member or credit union issues.
• Thorough completion of projects assigned within allotted timeframes.
• Assist in interviewing/hiring activities.

SUPERVISORY RESPONSIBILITIES
Directly supervises employees in the Collection and recovery Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience
Associate's degree (A. A.) or equivalent from two-year college or technical school; two to five years Collection experience. One to two years previous collection supervisory and/or team lead experience.

Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills
To perform this job successfully, an individual should have knowledge of Spreadsheet software, Word Processing software and Teller/GUI systems.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.