Delinquency & Compliance 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

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