Service Finance collections supervisor

Truist Wealth; Boca Raton (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k plan

Vacation and holidays

Job summary

Truist is seeking a Collections Supervisor in Boca Raton to hire, coach, and mentor a team responsible for the end-to-end collection process across portfolios, including payment relief, settlements, and foreclosures. The role emphasizes leadership, compliance with FDCPA and FCRA, and achieving loss and delinquency targets.

The position requires a Bachelor’s degree and at least five years in collections or supervisory experience, strong communication and decision-making skills, and the ability to

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 travel, occasionally overnight.

Responsibilities

• Execute the collection process in a fast-paced environment in line with individual goals (e.g., calls, contact%, promises/calls ratio).
• Negotiate with Clients according to time frames while reducing delinquency, repossessions, and loan losses.
• Manage day-to-day activities of attendance tracking and coaching.
• Meet portfolio delinquency, loss, and recovery goals.
• Monitor calls and quality reviews to ensure policy compliance and escalate client complaints.
• Identify underperforming teammates and coach to meet KPIs.
• Maintain professional client communications with accuracy and integrity.
• Coordinate with leadership and other departments on status and resolutions.

Skills

Leadership

Communication

Decision-making

Problem-solving

Time management

Analytical skills

Travel needed

Education

Bachelor's degree

Tools

Microsoft Office

Job description

The position is described below.

Regular or Temporary: Regular Language Fluency: English (Required) Work Shift: 2nd Shift - 10% Automatic Pay Differential (United States of America)

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

1. 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.
2. 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.
3. 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.
4. Meet established goals for portfolio delinquency, losses, and recoveries for assigned portfolios.
5. Execute on call monitoring and quality reviews to ensure compliance with policies and regulations. Ensure proper escalation of any Client complaints.
6. 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.
7. 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.
8. 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.
9. Responsible charge-off, and account changes (i.e. Loan modifications) according to policy guidelines within policies and procedures.
10. 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 LeadershipModel.
11. Support the successful implementation of strategy and system related changes.
12. Complete all required Computer Based Training (CBT) courses accurately and timely.

Qualifications

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

Preferred Qualifications

1. Expert knowledge of all collection policies, procedures, and processes.
2. 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).

Benefits

• 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 the first year of employment, along with 10 sick days (also prorated), and paid holidays.
• 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 About Truist Truist is a purpose-driven financial services company, formed by the historic merger of equals of BB&T and SunTrust. We serve clients in a number of high-growth markets in the country, offering a wide range of financial services. At Truist, our purpose is to inspire and build better lives and communities. That happens through real care to make things better. To meet client needs, to empower teammates, and to lift up communities. Learn more about Truist on truist.com.