Service Finance collections supervisor

Truist; Boca Raton (FL); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Benefits package

Job summary

Truist is seeking a seasoned Collections Supervisor to hire, empower, and mentor a collection team responsible for a complex portfolio recovery process. You will lead the end-to-end cycle from outreach to settlements, ensuring adherence to applicable laws and performance targets.

The role requires a Bachelor’s degree and at least five years’ collections experience, with strong communication, leadership, and analytical skills.

Qualifications

• Bachelor’s degree or equivalent education and related training or experience.
• Five years of experience in collections or equivalent supervisory experience.
• Excellent verbal and written communication skills; speaking in front of large groups.
• Excellent decision-making and problem-solving skills in routine and non-routine situations.
• Excellent time management and organizational skills.
• Skilled Leadership abilities.
• Proficiency in basic computer applications, such as Microsoft Office.

Responsibilities

• Lead and mentor collection teammates to create a positive team environment.
• Implement and execute the collection/recovery process for assigned portfolios.
• Provide leadership, guidance, and direction to ensure compliance with laws and regulations.
• Manage the department to meet loss, recovery, and delinquency goals/forecasts.
• Monitor performance, conduct reviews, and escalate issues as needed.
• Oversee scheduling, staffing, and KPI achievement for the collection teams.
• Communicate status with leaders in Client Default Solutions and other departments.
• Support system and strategy changes and ensure timely CBT completion.

Skills

Leadership

Communication

Analytical thinking

Problem solving

Time management

Decision making

Proficiency with MS Office

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

Need Help?

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency:

English (Required)

Work Shift:

2nd Shift - 10% Automatic Pay Differential (United States of America)

Please review the following job description:

Hire, empower, mentor, and counsel collection teammates to create a positive team and working environment. Implement and execute the collection/recovery process for assigned portfolios, including but not limited to approval of payment relief, settlements, repossession, charge off, foreclosure, attorney assignment, etc. Provide leadership, guidance, and direction of the entire process to ensure consistency and compliance with applicable laws and regulations. Manage the department to meet established loss, recovery, and/or delinquency goals/forecasts of Truist.

Work schedule will be: Monday-Friday 2-11 PM.

Essential Duties And Responsibilities

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Responsible for executing the collection process in a fast-paced environment. Ensure assigned accounts are worked based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept. Actively participate in the scheduling collection groups to meet the needs of the organization and peak collection times.
• Ensure teammates are negotiating with Clients according to established time frames while promoting positive roll and reducing levels of delinquency, repossessions, non-performing assets, and loan losses.
• Responsible for managing a Teammates career path by executing on hiring, coaching, performance ratings, and progressive discipline. Manage the day-to-day activity of attendance tracking.
• Meet established goals for portfolio delinquency, losses, and recoveries for assigned portfolios.
• Execute on call monitoring and quality reviews to ensure compliance with policies and regulations. Ensure proper escalation of any Client complaints.
• Monitor systems and/or production reports daily, monitoring performance and making recommendations for areas of improvement including. Responsible for identifying Teammates that are below agreed upon Key Performance Indicators (KPI) and coach appropriately.
• Manage Team’s client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.
• Communicate regularly with all leaders in Client Default Solution and other departments, as needed, to discuss status of past dues, losses, insurance issues, and appropriate escalation and collaborative resolution of issues identified.
• Responsible charge-off, and account changes (i.e. Loan modifications) according to policy guidelines within policies and procedures.
• Assist in mentoring new leaders in Client Default Solutions to help them become more proficient in their role, incorporating Truist’s Mission, Vision and Values and the Leadership Model.
• Support the successful implementation of strategy and system related changes.
• Complete all required Computer Based Training (CBT) courses accurately and timely.

Qualifications

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.

Required Qualifications

• Bachelor’s degree, or equivalent education and related training or experience
• Five years of experience in collections or equivalent supervisory experience
• Excellent verbal and written communication skills; speaking in front of large groups.
• Excellent decision-making and problem-solving skills in routine and non-routine situations.
• Excellent time management and organizational skills.
• Skilled Leadership abilities.
• Strong analytical skills.
• Ability to recommend operational and process improvements.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.
• Ability to travel, occasionally overnight.

Preferred Qualifications

• Expert knowledge of all collection policies, procedures, and processes.
• Knowledgeable of collection practices and federal/state regulations and laws (e.g. Fair Credit Reporting Act (FCRA) and Fair Debt Collections Protection Act (FDCPA), Telephone Consumer Protection Act (TCPA).

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace. EEO is the Law E-Verify IER Right to Work