Account Resolution Supervisor

Habitat For Humanity Of Durham; Raleigh (NC); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Coastal Federal Credit Union in Raleigh, NC, is seeking an Account Resolution Supervisor to lead the pre‑charge‑off delinquency team in a hybrid role with 2+ days in the office. You will oversee daily delinquency activities, ensure regulatory compliance, and resolve escalated member issues while maintaining a professional, empathetic member experience.

The role requires senior-level judgment in regulated settings, a strong focus on risk management, and the ability to drive continuous improvement

Qualifications

• Seven years of experience in a financial services environment with consumer loan delinquency or collections exposure.
• Experience exercising judgment in regulated, member‑impacting situations.

Responsibilities

• Delinquency Management & Operational Execution: Ensure daily account resolution activity effectively addresses pre‑charge‑off delinquent accounts through consistent workflow execution and coverage decisions to improve cure rates and reduce progression to later delinquency stages.
• Compliance Execution & Risk Management: Own frontline compliance for delinquency management, applying UDAAP, FDCPA, NC Collection Laws, and Coastal policies accurately to mitigate regulatory risk.
• Escalation Resolution & Decision Authority: Serve as escalation authority for complex or high‑risk member situations, applying policy and determining when matters require senior leadership involvement.
• Performance Insight & Continuous Improvement: Monitor team performance and trends to identify inefficiencies or risks and drive improvements to delinquency outcomes and member experience.
• Training Effectiveness & Process Consistency: Ensure onboarding and ongoing training yields consistent call handling, documentation, and decision-making for pre‑charge‑off accounts.

Education

High school diploma or equivalent; related degree preferred.

Job description

Job Title: Account Resolution Supervisor

Position Location: Raleigh, NC. Hybrid, 2+ days/week in office

Job Summary:

The Account Resolution Supervisor is accountable for the daily delinquency management, compliance execution, and escalation outcomes of the Member Account Resolution team responsible for pre‑charge‑off accounts. This role ensures delinquent accounts are managed consistently with regulatory requirements, Coastal policy, and established account resolution strategies while maintaining a professional, empathetic, and solutions‑oriented member experience.

The Supervisor provides operational leadership in a highly regulated environment by maintaining staffing and workflow discipline, enforcing compliance standards, resolving escalated member issues, and ensuring delinquency management activities reduce loss exposure and prevent progression to charge‑off.

As a key contributor to the Coastal team, your responsibilities will be:

• (30%) Delinquency Management & Operational Execution: Ensure daily account resolution activity effectively addresses pre‑charge‑off delinquent accounts through consistent execution of established workflows, queue management, and coverage decisions. This role maintains operational discipline to ensure timely member contact, appropriate follow‑up, and consistent resolution activity, resulting in improved cure rates and reduced roll‑through to later delinquency stages.

• (25%) Compliance Execution & Risk Management: Own frontline compliance execution for all delinquency management activity by ensuring UDAAP, FDCPA, NC Collection Laws, and Coastal collection policies are applied accurately and consistently. This responsibility includes identifying and correcting compliance deviations through clear direction and follow‑through, ensuring collection activity meets regulatory expectations and mitigates financial, regulatory, and reputational risk.

• (20%) Escalation Resolution & Decision Authority: Serve as the escalation authority for complex, high‑risk, or sensitive member situations involving delinquent accounts. This role exercises judgment to resolve complaints, service failures, payment disputes, and hardship scenarios, applying policy consistently and determining when matters require elevation to senior leadership or specialized partners to ensure timely, complete, and durable resolution.

• (15%) Performance Insight & Continuous Improvement: Monitor team‑level performance and quality trends to identify inefficiencies, emerging risks, or opportunities to improve early‑stage delinquency outcomes. This responsibility translates frontline activity and observations into actionable recommendations and reinforces consistent adoption of approved process, system, or strategy changes to strengthen operational effectiveness and member experience.

• (10%) Training Effectiveness & Process Consistency: Ensure onboarding and ongoing training efforts result in consistent call handling, documentation, and decision‑making for pre‑charge‑off accounts. This role reinforces standard practices and resolution strategies through observed behaviors and quality outcomes, ensuring staff actions consistently reflect policy, training, and operating standards.

Role Manages:

Supervises a team of Account Resolution Specialists (approximately 8–12).

Interested? Here are the qualifications we need to see on your resume:

Experience:

• Seven years of experience in a financial services environment with consumer loan delinquency or collections exposure

• Experience exercising judgment in regulated, member‑impacting situations

Education:

• High school diploma or equivalent; related degree preferred.

Deadline for Application: All resumes must be received on or before 8/27/2026

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at [e-mail]. Request for reasonable accommodation will be considered on a case by case basis.

"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together."

-Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans