Keesler Federal team members enjoy competitive compensation and a comprehensive benefits package, which may include:

• Medical, dental, and vision insurance

• Section 125 Flexible Spending Accounts (Health Care and Dependent Care)

• Employee and dependent life insurance

• 401(k) retirement plan with a 100% match on the first 5% of employee contributions

• Paid time off and leave benefits

• Tuition reimbursement

• Short-term and long-term disability coverage

Some benefits may require employee contributions. Eligibility and coverage details are provided during the onboarding process.

Applicants must be legally authorized to work in the United States without current or future employer sponsorship. Keesler Federal Credit Union does not provide work visa sponsorship

Position:             Collections Team Lead

Department:     Collections

Reports To:        Collections Manager

FLSA:                   Non-Exempt       

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 to CU membership.  Responds to questions, concerns, and complaints within scope of authority. Assists with quality assurance monitoring, evaluating, and training of staff.

SUPERVISORY RESPONSIBILITIES

Performs supervisory duties in accordance with the credit union's policies and procedures and all applicable federal, state, and local laws. Responsibilities include participating in the recruitment, interview, selection, and onboarding of employees; providing training and development; planning, assigning, and overseeing work; evaluating performance; coaching and counseling employees; administering recognition and corrective actions as appropriate; responding to employee concerns and supporting issue resolution; and supporting employment actions such as promotion, transfer, demotion, or separation in accordance with established policies and legal requirements.

ESSENTIAL FUNCTIONS

• Supervises staff in the collection and administration of past due
• 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 are completed accurately and timely, and under the guidelines of all pertinent company policy, laws, and
• Responsible for ensuring that quality of service standards are met by monitoring activities and
• Ensures problems or complaints are resolved quickly and
• Authorizes exceptions to policy or procedures when circumstances warrant, and deviation is
• 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
• Prepare and update desktop procedures and collection system Set goals, train, evaluate, and administer employee counseling in Ultipro.
• Forwards employee related concerns to the Collection manager. Acts as a positive role model to
• Assists staff with improving performance by promoting positive morale and teamwork within the department
• Develops work schedules, assigns duties, and approves or denies leave
• 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
• Review and analyze force placed insurance reports.
• Serves as back up for the Assistant Manager.
• Handles member disputes and requests as it relates to 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 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
• Responsible for compliance with all Federal regulations, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

Other Duties and Responsibilities:

• Other duties as assigned.

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:

• High school diploma or GED required.

Experience and Other Requirements:

• Three or more years of extensive knowledge and skills in all areas of collections (i.e. credit cards, secured and unsecured 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
• Must possess a well-developed telephone service technique with the ability to use a headset for
• Accuracy and attention to detail
• Must always maintain confidentiality and dependability.
• Must possess the ability to work well under pressure and meet Must possess exceptional communication skills, both verbal and written.

Computer Skills:

• Proficient in the use of computers and standard office technology, including Microsoft Office applications (Word, Excel, Outlook, and Teams).

Certificates, Licenses, and Registrations:

None

Interpersonal Skills:

Demonstrates the ability to interact professionally and respectfully with members, coworkers, and external partners. Communicates information clearly and effectively, both verbally and in writing, and listens attentively to understand questions or concerns. Maintains a courteous, cooperative, and service-oriented approach in a variety of work situations, including those involving differing perspectives or needs. Builds positive working relationships and contributes to a collaborative, inclusive, and member-focused environment.

PHYSICAL DEMANDS

The physical demands described below are representative of those that may be associated with performing the essential functions of this position. The essential functions of this role can be performed with or without reasonable accommodation, in accordance with the Americans with Disabilities Act (ADA) and applicable federal, state, and local laws.

While performing the duties of this job, the employee may be required to remain in a stationary position for extended periods, move within the work environment, and operate a computer and other standard office equipment. Job duties may also involve the use of hands and arms to operate tools, devices, or controls, and to exchange information using various communication methods. Occasional postural activities such as bending, kneeling, crouching, or stooping may be required. The position may occasionally require lifting or moving items weighing up to 15 pounds.

WORK ENVIRONMENT

The work environment is primarily a professional office or branch setting, with a focus on member service and collaboration. The role may require working in shared workspaces and interacting with members, coworkers, and vendors through various communication methods. Work may involve extended periods of sitting or standing, repetitive motions such as computer or device use, and occasional movement throughout the facility.

The essential functions of the position can be performed with or without reasonable accommodation, in accordance with applicable federal, state, and local laws, including the Americans with Disabilities Act (ADA).

DECLARATION

The Human Resources department retains the sole right and discretion to make changes to this job description.