Delinquency & Compliance Resolution Lead

Coastal Credit Union; Raleigh (NC); Hybrid; USD 90,000 - 115,000; Full time

Job summary

Coastal Federal Credit Union in Raleigh, NC, seeks an Account Resolution Supervisor for its hybrid in‑office team. The role oversees delinquency management for pre‑charge‑off accounts, ensuring compliant, empathetic member interactions and adherence to Coastal policies in a regulated environment.

You will lead a team of Account Resolution Specialists (approximately 8–12), drive workflow discipline, and reduce loss exposure while maintaining service quality.

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.
• High school diploma or equivalent; related degree preferred.

Responsibilities

• Delinquency Management & Operational Execution: ensure daily account resolution activity addresses pre‑charge‑off accounts with established workflows and coverage decisions.
• Compliance Execution & Risk Management: apply UDAAP, FDCPA, NC collection laws and Coastal policies to reduce regulatory and reputational risk.
• Escalation Resolution & Decision Authority: act as escalation point for complex, high‑risk member situations and know when to elevate.
• Performance Insight & Continuous Improvement: monitor performance trends and translate into actionable process improvements.
• Training Effectiveness & Process Consistency: ensure onboarding and ongoing training yields consistent call handling and documented decisions.

Skills

Regulatory compliance

Delinquency management

Leadership

Communication

Process improvement

Education

High school diploma or equivalent

Job description

Coastal Federal Credit Union in Raleigh, NC, seeks an Account Resolution Supervisor for its hybrid in‑office team. The role oversees delinquency management for pre‑charge‑off accounts, ensuring compliant, empathetic member interactions and adherence to Coastal policies in a regulated environment.

You will lead a team of Account Resolution Specialists (approximately 8–12), drive workflow discipline, and reduce loss exposure while maintaining service quality.