• Job Description

  Req#: COLLE003904

  JOIN THE KEESLER FEDERAL CREDIT UNION TEAM!

  Keesler Federal Credit Union team members enjoy competitive salaries and a wide range of benefits, some of which include:

  • Medical, dental, and vision insurance
  • Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
  • Employee and Dependent Life Insurance
  • 401(k) Retirement Plan with 100% match on the first 5% contributed by you
  • Paid Leave
  • Tuition Reimbursement and Competitive Scholarships
  • Short Term & Long-Term Disability Benefits

  WE CURRENTLY DO NOT SPONSOR WORK RELATED VISAS

  Position: Collections Team Lead

  Department: Collections

  Reports: Collections Manager

  FLSA: Non-Exempt Grade: 11

  SUMMARY

  Lead and coach team members to ensure they are performing their daily functions in an accurate, timely, and efficient manner. Actively promote quality service by utilizing Integrity Coaching® solutions. Responds to questions, concerns, and complaints within scope of authority. Assists with quality assurance monitoring, evaluating and training of staff.

  SUPERVISORY RESPONSIBILITIES

  Directly supervises Collectors and Collection Specialists within the scope of responsibility. Responsibilities include but are not limited to: training, assigning work, evaluating, coaching, and assisting with the interview process and recognition of team members. Acts as the first point of contact for escalation of calls and for procedure exceptions for the department. Supports other managers as needed to ensure quality of service standards are met.

  ESSENTIAL FUNCTIONS

  • Supervises staff in the collection and administration of past due accounts.
  • Assists staff with repossession recommendations, bankruptcy processes, charge off recommendations and recoveries.
  • Ensures performance of all duties related to the various functions of the department is completed accurately and timely, and under the guidelines of all pertinent company policy, laws and regulations.
  • Responsible for ensuring that quality of service standards are met by monitoring activities and reports.
  • Ensures problems or complaints are resolved quickly and accurately.
  • Authorizes exceptions to policy or procedures when circumstances warrant and deviation is justified.
  • Participates in the management of the various collection software system(s) and websites. This may include system administration, team training, project management, and vendor relationship management.
  • Prepare and update desktop procedures and collection system workflows.
  • Set goals, train, evaluate, and administer employee counseling in Ultipro.
  • Forwards employee relation concerns to the Collection manager. Acts as a positive role model to staff.
  • Assists staff with improving performance by promoting positive morale and teamwork within the department
  • Reviews charge off recommendations to ensure that all collections efforts have been exhausted.
  • Ensures that all charged off accounts have a next-step recovery recommendation.
  • Develops work schedules, assigns duties, and approves or denies leave requests.
  • Reviews all Consumer Credit Counseling (CCCS) request for reduced payment arrangements and determines the best course of action to be taken.
  • Recasts loans payments when required; including payment retractions and account file maintenance.
  • Review and analyze force placed insurance reports.
  • Process CPI add-ons and refunds timely and accurately.
  • Handles member disputes and requests as it relates to CPI.
  • Updates member insurance tracking through Quick Point
  • Updates members Insurance tracking record
  • Monitors call queues and provides telephone coverage as needed in order to meet service levels and member needs.
  • Assists the Collections Manager with evaluating call reports, developing statistics, and tracking performance levels of team members.
  • Performs all other duties deemed necessary to enable the department to meet its goals, to include flexibility with schedule.
  • Reviews offers/bids and makes recommendations if outside approval authority as it relates to the sale of repossessed collateral.
  • Reviews repossession queues to ensure all appropriate action is being taken (i.e. approving replevin when necessary).
  • Assesses bankruptcy queues to ensure accounts are in adherence to procedures and properly file maintained.
  • Reviews settlement offers outside the Legal Recovery Specialist’s approval authority to approve or make recommendations on such offer.

  Other Duties and Responsibilities:

  Performs other duties as required by management.

  • Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC)

  KNOWLEDGE AND SKILLS

  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, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  Education:

  A high school education or GED.

  Experience and Other Requirements:

  • Three or more years of extensive knowledge and skills in all areas of collections (i.e. credit cards, indirect and direct loans, overdraft shares, repossessions, bankruptcy, recoveries and CPI)

  • Experience with Akcelerant, Symitar, E-Oscar, Microsoft office, Experian, Transunion and Equifax trade lines preferred.
  • Must possess a working knowledge of bankruptcy and collection laws and be knowledgeable in collection strategies and techniques.
  • Must be familiar with fraud techniques and possess the ability to recognize and report it.
  • Must possess a helpful attitude and a sincere desire to provide exceptional member service.
  • Must possess a well-developed telephone service technique with the ability to use a headset for calls.
  • Accuracy and attention to detail required.
  • Must maintain confidentiality and dependability at all times.
  • Must possess the ability to work well under pressure and meet deadlines.
  • Must possess exceptional communication skills, both verbal and written.

  Interpersonal Skills:

  • A significant level of trusts and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

  Computer Skills:

  • Extensive use of personal PC required.
  • Must be proficient in Microsoft Word, Excel, as well as use of internet and e-mail.

  Certificates, Licenses and Registrations:

  • Completion of CUNA’s CPD Online courses as assigned and/or required.
  • Completion of Integrity Coaching required within one year of hire date.

  PHYSICAL DEMANDS

  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  While performing the duties of this job, the employee is regularly required to sit, stand and walk; use hands to finger, handle, feel or grasp; reach with hands and arms; and talk or hear. The employee is frequently required to kneel, crouch, or stoop. The employee is occasionally required to lift and/or move up to 10 pounds.

  WORK ENVIRONMENT

  The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  Extensive use of desktop computer and telephone is required. The noise level is that of a normal office environment.

  DECLARATION

  The human resources department retains the sole rights and discretion to make changes to this job description.

  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

• About the company

  Keesler Federal Credit Union offers a variety of financial services, serving Mississippi, Louisiana, and Alabama.

Notice