Collections Specialist Supervisor

Shell Federal Credit Union; Deer Park (TX); On-site; USD 52,000 - 72,000; Full time

Job summary

Shell Federal Credit Union in Deer Park, TX is seeking a Collections Specialist Supervisor to oversee the Collections Specialist Department, coach staff, and ensure compliant, effective collections operations.

The role emphasizes leadership, training, and ensuring service commitments while maintaining accurate records and reporting.

Qualifications

• Three to five years of progressive collections experience.
• Two years of leadership experience.
• Strong communication and customer service skills.
• Proficient with MS Office and data reporting.
• Knowledge of banking regulations and compliance.
• Ability to mentor and coach staff.

Responsibilities

• Supervise the day-to-day Collection Specialist team.
• Coach and develop staff; track performance.
• Ensure compliance with Bank Secrecy Act and policies.
• Review and manage charge-offs, repossessions, and collections actions.
• Interview and hire staff; schedule work.
• Maintain training materials and procedures.
• Prepare reports and documentation.

Skills

Leadership

Communication

Customer Service

Attention to detail

Training/Mentoring

Conflict resolution

Team leadership

Education

Two-year college degree

Specialized in-house training

Business/trade school certificate

Tools

MS Office Suite

CRM software

Job description

Job Details

Job Location: Deer Park - Deer Park, TX 77536
Shift Hours:
M-W & F 8:30 AM - 5:15 PM
Thurs 8:30 AM - 5:45 PM
Saturdays as needed

The Collections Specialist Supervisor is responsible for supervising all operations of the Collection Specialist Department including training, supervising, and supporting the Collection Specialist personnel.

Essential Job Duties and Responsibilities

• Consistently meet all Shell FCU Service Commitments; Shell FCU Employee Creed and Shell FCU Service Distinctions
• Accountable to maintain knowledge of and comply with all applicable rules and regulations required within the scope of duties, including, but not limited to, the Bank Secrecy Act
• Required to attend annual training sessions as instructed or scheduled.
• Perform job duties and responsibilities in compliance to SFCU policies, procedures, philosophy, and standards of performance.
• Monitors and evaluates work quality, efficiency, and productivity. Provides suggestions for improved service delivery. Seeks new methods to accomplish department functions.
• Assumes responsibility to coach Collection Specialist employees and provide management with recommendations on employee growth and disciplinary actions.
• Responsible for maintaining employee coaching and disciplinary action records.
• Supervises the day-to-day functions within the Collection Specialist team.
• Maintains all training material and procedures as it pertains to Collection Specialist. Ensures all training material and procedures are up to date.
• Responsible for interviewing and hiring staff.
• Effectively manages Department personnel, ensuring optimal performance. Directs, coordinates and schedules work.
• Ensures that Collection Specialists functions are completed in accordance with established Credit Union policies and procedures and applicable legal requirements. Ensures that confidentiality is maintained.
• Supervises charge-offs, repossessions, bankruptcies, foreclosures, and various court collections actions. Makes recommendations for action.
• Provides assistance with complex and sensitive activities.
• Ensures that properties are appropriately maintained and that Credit Union assets are protected.
• Ensures that all processes are thoroughly documented.
• Works with difficult or delinquent borrowers to reach suitable arrangements to restore accounts to current status. Utilizes effective human relations skills and persuasion to calm irate members and resolve negative situations.
• Ensures that requests, questions, and problems are courteously and professionally resolved.
• Ensures that communications are effective and efficient.
• Discusses possible financial arrangements, informs members of possible legal actions, and provides or suggests financial counseling as means to arrive at suitable payment arrangements.
• Provides recommendations to improve collections processes and effectiveness to ensure the integrity of the Department processes.
• Completes required reports, records, and other documentation as required.
• Assists, serves, and informs branches and related departments as needed.
• Ensures that the Credit Union's professional reputation is maintained.
• Assumes responsibility for ensuring that professional business relationships are established and maintained with members, the community, and with trade and governmental organizations.
• Ensures that supply and equipment needs are met.
• Performs additional duties as assigned.

Shell Federal Credit Union is an equal opportunity and an affirmative action employer and committed to providing equal opportunity for all employees and applicants for employment, without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, age, citizenship status, marital status, protected veteran status, mental and/or physical disability, pregnancy, or any basis prohibited by State or Federal law.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience:

• Three to five years of progressive collections experience is preferred.
• Two years of leadership experience is preferred.

Education / Training:

• (1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program is preferred.

Job Requirements:

• Demonstrated leadership skills.
• Possess well-developed communication skills using tact and persuasiveness to reach an objective and maintain goodwill.
• Possess a highly positive, member-service oriented attitude and the ability to anticipate member needs and initiate assistance beyond duties assigned.
• Proficient computer skills, including working knowledge of the MS Office Suite.
• Accuracy with numbers and attention to detail are needed.
• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
• Work may involve motivating or influencing others.
• Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion.
• Must have good communication skills for training operation support representatives with less experience / knowledge.
• Must possess professional verbal and written communication skills.
• Maintain a high level of knowledge and procedural expertise in credit union products, services and promotions.
• Perform all work within established policies and procedures.
• Ability to work in an open-concept workspace/environment.

Physical Demands

While performing the duties of this job, the employee is regularly required to bend and stand. May at times be able to lift, carry and/or move up to 15 pounds.

Working Conditions

Exposure to potential hazardous conditions-robbery. Employees are to receive detailed instructions and procedures to be followed to minimize risk.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

This Job Description is not a complete statement of all duties and responsibilities comprising this position. Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

This organization uses E-Verify® in its hiring practices to achieve a lawful workforce.