Account Resolutions Supervisor

GreenState Credit Union

Account Resolutions Supervisor

US-IA-North Liberty

Job ID: 2023-3461
Type: Exempt Full-Time
# of Openings: 5
Category: Account Resolutions
GreenState Credit Union

Overview

Responsible for coaching, monitoring, and supporting Account Resolution Staff in the effective execution of their duties and assignments. Responsible for ensuring all state, federal and credit union regulations, policies, and guidelines are met. Responsible for escalations, both internal and external, assisting with complex issues. Responsible for assisting in the overall management of the Account Resolutions Department and supports efforts to meet established department goals and minimize operational losses. This position will work closely with Account Resolution Management to develop staff and assist in goal setting and manage staff performance. Position will work to increase department productivity and profitability through active monitoring of accuracy, consistency of process and continuous process improvement.

The ideal candidate for this position will have experience and/or expertise in one of the following areas: Collateral Management, Quality Assurance, Compliance, Regulatory Requirements (Fannie Mae servicing strongly preferred), or Loss Mitigation. This position is onsite at our headquarters in North Liberty, IA with the potential for up to two days working from home after a minimum of six months in the role for eligible staff.

GREENSTATE CULTURE:

At GreenState, we exist to create lasting value for those we serve. We do this by putting immense value into our employees, members, and communities. We empower our employees to create endless opportunities, which will then impact the lives of our members and enhance the vitality of our communities.

Salary range for this position is $103,793.30 - $121,346.42/YR with a progressive benefit package.

Responsibilities

Performs essential duties and responsibilities in the following areas which may include but are not limited to those listed and are subject to change.

1. Adheres to the Credit Union's core values and Service Standards in carrying out GreenState's mission and vision.
2. Always demonstrates a positive member service (internal and external) focus.
3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
4. Ensures confidentiality of member information.
5. Supports a diverse and inclusive work environment.
6. Plays a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events on an annual basis.
7. Adheres to all state, federal and credit union regulations, policies, and guidelines.
8. Consistent focus on process improvement, creation and maintenance of workflows, and efficiencies.
9. Stays abreast of changes in software, regulations, policies, and industry practices to ensure compliance.
10. Provides support and assistance during internal, state, and federal audits and examinations.
11. Assists management in implementation of new products and services as well as ongoing support of current products and services.
12. Prepares and conducts performance expectations, prepares documentation for retention in personnel files. Partners with HR, recommends and implements disciplinary actions and appropriate staff counseling within the department as needed.
13. Meets attendance standards to perform job functions including physical presence to provide team oversite, coordination of work, and ongoing feedback.
14. Communicates with members as needed to resolve issues, escalation issues and/or answer questions and ensure that positive member relations are maintained throughout department.
15. Works closely with Management in developing, documenting, and consistent review and updating of policies and procedures for collections operations, which includes but is not limited to, the ongoing support, compliance, training, coaching, and understanding of collection practices and regulations.
16. Oversees all processes carried out and handled by Account Resolution staff to ensure that they are carried out according to established policies.
17. Prepares and effectively submits required reports, attends meetings, assists in budget preparation and adherence, and recommends cost/time savings measures for the department.
18. Stays abreast of changes in collection regulations, policies, and industry practices to ensure continued compliance.
19. Set goals and objectives for team members, and guide staff in developing action plans to achieve operational results.
20. Participates in projects as assigned by Vice President / Account Resolutions.
21. Upholds overall team cohesiveness within department.
22. Performs all job duties within Account Resolution Department as necessary or assigned.

Qualifications

1. High school diploma or the equivalent (e.g., GED) with a minimum five years of collection experience with thorough working knowledge of collections, consumer credit, real estate, loss mitigation, and bankruptcy laws and regulations or equivalent experience; a minimum of three years supervisory experience with demonstrated leadership ability and team building skills preferred.
2. Working knowledge of applicable federal and state collection codes, laws, rules, and regulations (e.g., Bankruptcy Reform Act, Fair Debt Collection Practices Act, Fair Credit Reporting Act, Equal Credit Reporting Act, NCUA, CFPB, etc.)
3. Ability, availability, and willingness to work flexible hours to accomplish workload. At times, the length of the working day can be unpredictable, must be willing and able to work early and/or stay late with short notice.
4. Interpersonal, oral, and written communication skills are necessary to gather data from several sources and to positively represent the credit union during such contact.
5. Ability to prioritize work assignments and organize work efficiently, to meet established deadlines.
6. Well-developed problem-solving skills and ability to develop conceptual alternatives.
7. Ability to plan, organize, implement, and interpret programs, goals, objectives, policies, and procedures.
8. Ability to plan, develop, and coordinate multiple projects.
9. Accuracy and attention to detail.
10. Proficiency with related computer applications, spreadsheets, word processing, and database applications.
11. Must be bondable.

Reporting Relationship
This position reports to the Vice President/Account Resolutions.

Supervisory Responsibilities
This position is responsible for the supervision of Account Resolution Staff.

Equal Opportunity Employment Statement
GreenState Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. #ID #LI


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PI237632615