Loan Resolution Supervisor

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Position Title: Supervisor, Collections 

 

Department: Collections

 

Reports To: Assistant Manager 

 

 Position Summary

Supervise the day to day operations of the front-end collection staff.  Includes database management, quality assurance, compliance, and the training of staff.  Provides guidance and direction to staff in the area of default collections.

 Essential Job Functions

• Supervises staff, which typically includes recommendations for hiring, firing, performance evaluation, training, work allocation, problem resolution and enforcement of company policy and procedures.

• Utilizes and maintains a call volume management system to monitor phone calls for quality assurance and training purposes, to evaluate the performance of the collectors, to make staffing adjustments for optimal coverage and performance, and to provide statistical information to management, as needed.

• May personally resolve escalated calls when collectors need assistance on large or sensitive loans.

• Responds to inquiries and researches and resolves problems related to collection transactions.

• Serves as liaison with internal departments in the resolution of day-to-day administrative and operational issues.

• Review and approve cash request forms for payment misapplications.

• Demonstrates professional behavior and teamwork, is punctual, dependable and adheres to company policies and procedures.

• Accepts other duties as assigned.

 RequirementsEducation

High school diploma or GED or the combination of equivalent work experience, knowledge, skills and abilities related to the position requirements Experience

• 3 to 5 years experience performing default collection duties.

• 1 to 3 years supervisory experience or leading a work group.

• Experience in the mortgage industry highly desirable. Skills & Knowledge

• Ability to supervise and train staff, including organizing, prioritizing, and scheduling work assignments.

• Ability to analyze and solve problems.

• Ability to foster a cooperative work environment.

• Employee development and performance management skills.

• Database management skills and ability to gather data, compile information, and prepare reports.

• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.

• Ability to interpret, adapt, and apply guidelines and procedures.

• Knowledge of credit and collection principles, processes, regulations, and standards.

• Ability to plan work schedules and assign duties; ability to provide or arrange for training.

• Knowledge of Fidelity, Excel, NT Word, Davox and CentreVu

• Ability to present a professional image and demeanor to internal and external customers

• Ability to communicate effectively both orally and in writing with internal and external customers

• Basic knowledge of PCs and related software such as Excel and Word

• Demonstrated organizational skills and ability to handle confidential material 

For quick consideration
Click here to apply