Team Leader II - Financial Assistance (Collections)

Assist management with leading the Financial Assistance team and support the daily operations of the department. Responsible for documentation, resolution and follow up of various delinquent loans. All accounts are to be resolved in the best interest of the Credit Union by following the established policies, procedures, laws and regulations.

Responsibilities:

• Review and approve negative share charge offs.
• Prepare and organize monthly charge-off reports.
• Provide effective communications with staff regarding changes or updates to be implemented within the department.
• Handle members escalations received from other departments and members of the Financial Assistance team.
• Prepare monthly forecast and various monthly reports.
• Complete scorecards for each member of the team.
• Perform employee evaluations, formulating and implementing corrective action as needed and setting goals to assist staff members in reaching their full potential.
• Complete quality assurance reviews for the team’s phone calls and adherence to procedures/policies.
• Train new and existing members of the team.
• Coach staff on best practices to improve collection performance.
• Aid management with hiring and interviewing potential team members.
• Possess a deep knowledge of all portfolios including bankruptcy, repossessions and foreclosures.
• Provide the Manager with feedback regarding collection issues, reimbursement trends, personnel issues, and operational issues within the group.
• Work with staff to seek resolution to problems/issues. Encourage staff feedback regarding suggested improvements and new ideas.
• Perform employee evaluations, formulating and implementing corrective action as needed and setting goals to assist staff members in reaching their full potential.
• Update department procedures as needed under the guidance of management.
• Lead ad-hoc projects and work cooperatively with other employees in all Credit Union departments to achieve common goals.
• Responsible for contacting members to determine the reason for past-due accounts or contacting accounts post charge-off to support department needs.
• Promote honest and open communication, trust, leadership, and performance within the department.
• Other duties as assigned.

Who you are:

• Minimum 6 years’ collections experience preferably within the credit union industry.
• Team leading experience required.
• Seasoned negotiation skills to arrive at best overall solutions within established guidelines.
• Strong attention to detail and strong organizational skills.
• Maintain key performance metrics at required levels.
• Maintain delinquency and repossessions at prescribed levels.
• Complete phone calls to meet required metric standards.
• Ability to make appropriate decisions related to moving forward with repossession of vehicle and acceptable payment arrangements.
• Advanced knowledge of all requirements for repossessions, contract extensions, and contract rewrites.
• Advanced knowledge of most consumer and real estate loans.
• Ability to make recommendations to management on unique collections cases.
• Ability to skip trace an account.
• Ability to work independently to meet deadlines with excellent follow through skills.
• Excellent verbal and written communication skills.
• Advanced knowledge of knowledge of MS Excel, MS Word, MS Outlook, and other reporting systems.
• Ability to communicate (written and verbal) effectively, tactfully and professionally with employees, members and the public.
• Excellent interpersonal skills must demonstrate the ability to work with members, colleagues and superiors.
• Ability to prioritize and meet deadlines.
• Must possess a cheerful outlook and the ability to motivate a team.