Supervisor, Real Estate and Legal Collections

The Supervisor, RE & Legal Collections is responsible for directly overseeing the day-to-day operations of the RE & Legal Collections Team. The Supervisor is responsible for preserving the credit union's assets by helping to review and manage delinquent Real Estate accounts, collect overdue loan payments, direct daily activities of the team and manage loss mitigation activity for Tower Federal Credit Union.  The Supervisor reviews, schedules, trains, and supervises members of the RE & Legal Collections staff. The Supervisor also provides support to leadership and the collections department. This position ensures members and internal staff are provided with a high level of service while minimizing credit union losses and helping to optimize productivity.

Supervises members of the RE & Legal Collections team to include approving timesheets and time off requests, completing performance evaluations, assisting with Performance Improvement actions, ongoing coaching, and ensuring staff receives training as needed.

Assists leadership with candidate interviews and hiring new staff.

Leads the team and holds individual meetings to review operational challenges and provide feedback to the department manager and VP of consumer collections on process and procedural improvements.

Monitors daily department functions for service quality and productivity. Provides status reports for the manager on a regular basis.

Promotes a positive team culture that encourages participation, collaboration, and personal development.

Continuously helps identify opportunities for improving member service levels and departmental efficiency with process reviews and makes appropriate recommendations to the Manager.

Serves as the first point of contact when possible for escalated member complaints and questions requiring resolution for the department.

As required, contacts members to determine the reason(s) for the delinquency and negotiate mutually agreeable repayment arrangements or next actions. Contact members on a regular basis and follow up on commitments made to resolve delinquency.

Demonstrates excellent member service standards in all interactions with external and internal members and all other stakeholders.

As requested, prepares and delivers performance reports, including executive summaries for management.

Reviews and approves collection and loss mitigation recommendations from staff (e.g., skip tracing, legal actions, re-ages, deferments, modifications, bankruptcy, and settlements).

Analyzes all loss mitigation or legal action on RE loans.

Makes account-level decisions, such as deposit holds and releases, fee reversals and offsets with associated risks.

Assists with implementation of special projects requiring knowledge of credit union policies and procedures.

Maintains a strong working knowledge of BSA laws and regulations applicable to collections; ensures compliance with all regulatory requirements.

Implements department business plans, delegates assignments, and ensures deadlines are met.

As needed, reviews all communication channels (calls, emails, chats, secure messages) for accuracy and quality; conducts monthly reviews and coaching follow-ups.

Assists management with reports and updates on delinquency.

Makes policy and/or procedural recommendations based on observations and legal changes.

Performs other duties as required to support the goals of the department and the credit union.

AA degree plus 5 years collections and/or lending experience.

One to three years of supervisory or team lead experience

Or equivalent combination of education and experience

Working knowledge of FDCPA, FCRA, MLA, bankruptcy, skip tracing, and real estate loss mitigation.

Strong leadership, coaching, and team development skills.

Ability to manage performance and motivate staff toward department and organizational goals.

Proficiency with Microsoft Office, particularly Word and Excel.

Strong communication, conflict resolution, and decision-making skills.

Demonstrates honesty, integrity, dependability, and professionalism.

Knowledge of credit union philosophy, regulatory guidelines, and compliance requirements.

Strong organizational skills with the ability to anticipate needs and manage resources effectively.

Promotes cross-departmental collaboration.

Enhance departmental communication and team engagement.

Anticipates and exceeds member expectations through proactive service.

Adapts to change and implements improvements effectively.

Maintains current knowledge of regulatory requirements.

Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.

Ability to work the hours needed, which may extend beyond the defined work schedule when operating conditions dictate.  This will include evening and weekend work as required.  In office attendance is required no less than 2 days per week.

Ability to lift up to 20 lbs., with or without assistance, in compliance with ADA.