Team Lead Collections Strategy & Support - PenFed Credit Union

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a Team Lead Collections Strategy & Support to work onsite at our San Antonio, Texas service center.  The Team Lead Collections Strategy & Support is primarily responsible for overseeing the reporting and administrative function within the team, ensuring efficient operations and compliance with company policies.  The Team Lead will also help create and develop the overall Collection Strategy for the department. This role may perform the duties of the manager in the manager’s absence.

Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Supervise a team of collection reporting specialists. Establishing goals, priorities and expected performance level for the team.

• Administer stated objectives, goals, and performance standards in assigned team and assist in ensuring that goals are met or exceeded.

• Performance Appraisal/Evaluation mid and year-end summaries. Monthly summary and delivery of scorecard performance results, ensuring goals are met or exceeded, and recommend team members for promotion, corrective action, and termination.

• Provide collections-specific training to enhance the specialist’s understanding of preventative, productive and remedial financial counseling with a focus on reducing delinquency and minimizing loss.

• Monitor the performance of our existing collections strategies and iterating to improve.

• Assist in the development, implementation, and adjusting of collection strategies.

• Assist with the development of in-line controls to decrease the incidence of non-compliance.

• Develop new reports that are impactful to the collection strategy.

• Represent Collections (and PenFed) in Investor calls identifying and reporting collection issues with investor-owned accounts.

• Assist Leadership in monitoring Key Performance Indicators (KPIs) and metrics. Highlighting and calling out potential concerns.

• Ensure training and support to Leadership and all the collection department on reporting tools and data interpretation.

• Maintain engagement with software system to ensure that system availability, performance, and security through proactive monitoring and regular maintenance tasks.

• Interpret data and reports to identify potential issues or concerns with collector performance and how collectors are utilizing, or not efficiently utilizing, the software.

• Participate in internal and external audits, and regulatory examinations, as needed.

• Ensure that content for Knowledge and desk guides is accurate and up to date.

• Ensure accuracy and validity of the data in reports disseminated to stakeholders.

• Generate a positive atmosphere by being a role model and encouraging teamwork.

• Ensure reports to provide to management on scores, trends, and opportunities relating to quality.

• Ensure guidance on best practices for telephony and dialer.

• Provide support for telecom-related issues, including connectivity problems and system malfunctions.

• Assist with capacity planning to ensure maximizing contact strategy relating to telephone and dialer.

• Stay abreast of call trends and volumes to determine the volume spikes and advise management of needs and opportunities.

• Researches and recommends process improvements relating to telephone system functionality and collections strategy.

• Involved with the implementation of improvements and enhancements to the telephone system.

Equivalent combination of education and experience is considered.

• Bachelor’s Degree required.
• Minimum of five (5) years’ experience analyzing large data sets, creating and interpreting reports.
• Minimum of one (1) year experience in a supervisory/management role preferred.  
• Minimum of five (5) years’ experience data mining and developing reports, interpreting those reports, and presenting the data in a clear and concise professional manner.
• Minimum of one (1) year experience with project management required.
• Minimum of one (1) year experience with Tableau and SQL and relational databases required.
• Experience within the lending industry and strong collection background is preferred.
• Strong interpersonal skills including mentoring, coaching, collaborating, and team building.
• Strong leadership capability, executing as appropriate in the areas of responsibility.
• Excellent oral and written communication skills, including strong presentation skills, is required.
• Effective time management, problem solving and multi-tasking skills.
• Power user of Windows-based software packages including MS-Word, Excel, Outlook and PowerPoint is required.  

Supervisory Responsibility

This position will directly supervise employees.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds. *

Travel

Ability to travel to various worksites and be on-call will be required.

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.
 
We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.
 
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.
 
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.