Manager, Collections

S3 Shared Service Solutions, LLC
Linthicum, MD
Aug 11, 2022
Aug 19, 2022
Full Time
This position will be responsible for directing and leading the Collectors and support staff within the S3 Collections team. The Manager, Collections will train, mentor and coach the Collectors to maximize efficiencies, minimize partner credit union delinquency/charge off and maximize recoveries. They will provide a strong focus on quality and accuracy in order to enhance the member experience. A successful Manager will manage all day-to-day operational activities of the Collectors. Specific accountability lies in the successful development of front-line employees to enhance the member experience through efficiencies while achieving loan loss and delinquency goals. S3 has a commitment to excellence and the highest standards of member service. Our values and beliefs are critical to the success and growth of the business and they were all created with a unique cultural foundation. RESPONSIBILITIES Monitor collection efforts to ensure that loan delinquency and loan losses are minimized and recoveries are maximized Manage all activities relating to the collection of delinquent automobile, real estate, Visa, consumer and negative share accounts to minimize loan loss; making proactive adjustments in processes as needed Review on-going collection activities ensuring regulatory and investor compliance through all stages of the loan resolution process Maintain quality control and ensure attainment of department service levels. Monitor individual telephone calls and perform periodic review of completed transactions to ensure quality and consistency of service provided to all internal and external members Track and document team's productivity and results Establish and maintain targets for service levels Manage established key performance indicators (KPIs) Manage conflict resolution process within team, initiate escalation process Ensure all parts of the process run smoothly Maintain awareness of each team member's abilities Conduct team huddles and one-on-ones with assigned staff All other duties as assigned QUALIFICATIONS Bachelor's Degree in Business, Finance, or Operations or equivalent work experience Prior banking/credit union experience preferred. Minimum 8 years of related experience in an automated loan collection environment with a focus on Visa, Consumer, Mortgage, and Home Equity collections Experience working with first and third-party agencies, repossessions, foreclosures, OREO, and Mortgage Investor Delinquency Reporting Minimum 5 years of supervisory experience managing employees that focus on collection and loss mitigation activities for performing Fannie Mae and Freddie Mac portfolios Strong leadership and project management skills Ability to foster open communication and active listening within the department and other lines of business Effective leader in recruiting, motivating, coaching, engaging, and empowering staff. Creative with strong attention to detail Strong communication skills, both verbal and written Proficient in Microsoft Office and strong working knowledge of computer software Strong time management skills Ability to tactfully question or actively listen and negotiate effectively with members, employees/departments, to determine specific needs and solutions Excellent analytical ability to review loan details and member issues, and to recommend possible workout solutions Ability to prioritize workload based on mandatory requirements and member service level agreements Strong analytical skills required with a high degree of accuracy Ability to work flexible hours as needed Ability to multitask and work in a fast paced environment Positive attitude and team-oriented

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