Collections Supervisor

Position Summary

The Loss Mitigation Team Supervisor is responsible for the day-to-day supervision of the Member Advocates who manage consumer loan accounts from early-stage delinquency through pre-repossession. Reporting to the Vice President of Loss Mitigation, this role ensures consistent, compliant, and effective collection efforts. The supervisor provides coaching, performance feedback, and daily oversight of the team, fostering a culture of accountability, service, and continuous improvement.

Supervises: Member Advocates

Essential Job Functions and Responsibilities

Team Leadership & Supervision

* Review daily activities of the Member Advocates to ensure accounts are working efficiently and consistently in line with departmental standards. Provide regular coaching, feedback, and performance evaluations, while supporting employee and departmental growth. Promote a positive and collaborative team culture

Collections Oversight & Strategy

* Manage outbound phone and SMS campaigns, scheduling, and appropriate escalation of accounts. Assist with complex or escalated member situations to achieve resolution while maintaining compliance and service standards. Provide and implement strategies based on feedback from management and frontline observations

Performance & Monitoring

* Regularly review individual and team metrics, performance trends and recommends and implement adjustments to improve efficiency. Review reports, challenges and opportunities to the Vice President of Loss Mitigation

Compliance & Process Support

* Ensure collection activities comply with state and federal regulations and TTCU policies. Review audit findings to ensure accuracy and adherence to procedures. Implement new processes and guidelines and technology changes within the department.

Minimum Qualifications

Educational Requirements

Bachelor's degree in Business, Finance, or other related discipline preferred.

Certificates/Licenses

Reliable transportation is required.

Must have and maintain a valid driver's license.

Experience

* 3+ years of experience in consumer loan collections, with evidence of strong performance and increasing responsibility.

* Demonstrated leadership ability, either through formal supervisory experience or informal leadership such as mentoring peers, leading projects, or training others.

* Working knowledge of collection practices from early delinquency through pre-repossession.

* Understanding of applicable laws and regulations, including FDCPA, FCRA, UDAAP, and NCUA guidance.

* Strong written and verbal communication skills, with the ability to coach staff and resolve member concerns.

* Proficiency with collections platforms, reporting tools, and Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).

Preferred

* Supervisory or team lead experience in a financial services environment.

* Experience in a credit union or community banking environment.

* Familiarity with Temenos Collections, Akuvo, FIS, or similar systems.

* Background in coaching frontline staff in a performance-driven environment.

* Experience working in a call center or high-volume phone environment, including enterprise phone systems (e.g., Genesys)

Additional Requirements

Job Knowledge

* Intermediate knowledge with Microsoft Office (Word, Excel, PowerPoint, SharePoint Teams and Outlook)

* Strong organizational skills with attention to detail and accuracy.

* Knowledge of consumer loan products, payment structures, and escalation of accounts.

* Understanding of collections concepts.

* Ability to manage scheduling, assignments, and outbound campaigns to maximize team productivity.

* Ability to monitor performance metrics and use data to guide coaching and decision-making.

Interpersonal Skills

* Strong conflict resolution skills with the ability to address sensitive situations constructively and maintain positive outcomes.

* Ability to foster a positive, team-oriented work environment that reflects TTCU's Core Values.

* Collaborative approach to working with peers, staff, and leadership to achieve departmental goals.

* Ability to collaborate and communicate effectively with interdepartmental teams to resolve member concerns and inquiries.

* Encourages open communication and creates a supportive environment where employees feel valued and engaged.

* Promotes a growth mindset by encouraging continuous learning and adaptability within the team.

Working Conditions

Work Environment

* Routinely perform work in climate-controlled office with minimal noise.

* Ability to manage multiple simultaneous cases in a time-sensitive environment

* Must be available for extended hours when operational need require

Physical Demands

* Must be able to remain in a stationary position (e.g., sitting at a desk) for extended periods.

* Occasional movement around the office to attend meetings or collaborate with team members.

* Ability to operate a computer and other office equipment as needed.