Job Title: Loss Mitigation Supervisor
Job Type: Full-time
Location: Virginia Beach, Virginia
All of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves. All backgrounds, viewpoints, and life experiences are welcome, knowing this commitment strengthens our credit union family and communities.
The Loss Mitigation Supervisor reports directly to the Loss Mitigation Manager. Areas of responsibility include working with delinquent accounts through the various functions within Loss Mitigation. The Loss Mitigation Supervisor will be responsible for training, coaching, motivating, recognizing, account reviews, assigning queues, and monitoring work daily in support of department goals.
Responsible and Accountable for:
Maintaining a continuous presence.
Conducting account level research and monitoring call quality to promote superior service.
Handling escalated member calls and providing problem resolution.
Effectively supervising and coaching phone-based team members in a fast paced environment.
Partner to resolve issues within the Loss Mitigation team and remove barriers.
Monitor daily queue coverage and phone staffing needs.
Drive morale and identify ways to recognize strong performance.
Host and participate in team meetings to ensure communication is consistent and timely.
Participate during candidate interviews when recruitment needs arise.
Meet all required deadlines.
Achieving department delinquency and charge off goals while operating within budgetary guidelines.
Oversees scorecards monthly
Other projects as assigned by the Loss Mitigation Manager
Knowledge, Skills and Abilities:
Strong verbal and written communication skills required for interfacing with staff and management.
Strong leadership skills to ensure that full staffing, consistent remote monitoring, thorough queue audits, adequate training, and staff development needs are met.
Analytical ability to understand, interpret, and develop various reports and data.
Ability to understand and interpret goals.
Strong problem solving skills.
Self-motivated with the ability to work independently.
Demonstrate ability to remain calm in emotional tense situations.
Maintain a professional work demeanor and environment at all times.
Able to work flexible hours to meet the demands and needs of the team.
Exceptional judgment in offering customer service to members, adhering to policy, complying with Fair Debt Collection Practices Act and other applicable regulations, while protecting the credit union assets by identifying opportunities to reduce losses.
Strong knowledge and experience with effective collections on delinquent accounts, recovery and repossession.
Ability to prioritize work and remain organized.
May be asked to fill in for the Loss Mitigation Manager during vacations or other temporary requirements.
Education and Experience:
At least three years of collections or loss mitigation experience.
At least one year experience in coaching or in development of team members.
Previous Supervisory experience preferred.
Strong collection insight to direct third party agencies to deliver desired results.
Chartway offers a competitive salary and a comprehensive benefits package. Candidates must have a good credit history for consideration. Salary requirements must be included and resumes must be accompanied by a Chartway Employment Application for consideration.
Chartway Federal Credit Union is an EOE/M/F/ Disability/Vet Employer.
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