Collections Supervisor

About the role

Team Members are at the core of who we are; living our core values of making a difference, doing the right thing, making it easy, being caring, being friendly, nice, and respectful, and taking ownership. Royal Credit Union is looking for caring, energetic team members who want to create a positive impact in the lives of our Members.

Responsibilities

• Serve as leader, coach and direct supervisor of Collections Representatives and Collections Support Specialists.
• Assist the Collections Manager and/or VP -Credit Risk Management with the management and overall operations of the Collections Department.
• Work collaboratively on overall process, procedures, systems, and compliance.
• Provide solution-oriented service to internal and external customers for the benefit of Royal Credit Union and its Members.
• Provide insight, forecasting, and analysis of trends and causes to Team Members and supervisors through strong written and verbal communication skills.

Requirements

• Average of two (2) years consumer and real estate debt collection, default loss mitigation, collateral repossession or foreclosure of real estate or equivalent experience.
• Average of two (2) years leadership experience.
• Certified CU Financial Counselor (CCUFC) within 1-1/2 years and must be bondable.

Qualifications

• Associate’s degree in Finance, Business Administration, Economics or comparable/equivalent collection work experience.
• Bachelor's degree in Finance, Business Administration, Economics or comparable/equivalent collection work experience preferred.
• Previous Royal Credit Union experience preferred.

Skills & Competencies

• Strong leadership and coaching abilities, including setting performance expectations, providing feedback, and developing team members through structured growth plans and mentorship.
• Advanced knowledge of collections practices, including default mortgage servicing, investor/insurer guidelines, and applicable state and federal collection laws.
• Analytical and strategic thinking skills with the ability to assess trends, forecast delinquency and losses, and recommend data-driven improvements.
• Effective communication and relationship-building skills, with the ability to collaborate cross-functionally and handle complex member situations professionally.
• Technical proficiency and adaptability, including experience using Microsoft Office and quickly learning new systems and digital tools to improve efficiencies.

Pay

$75,400-$86,700 (candidates with significant related experience may be higher)

Benefits

• Comprehensive medical, dental, and vision insurance plans.
• 5% 401k employer match.
• Paid family and sick leave.
• Vacation and sick time accruals.
• Childcare reimbursement.
• Tuition and student loan debt assistance.
• Pet insurance.

Schedule

This is a full-time, exempt level position. Hours will generally be Monday through Friday, 8:00 am - 5:00pm. This position is part of Royal's workplace flexibility program and has the ability to be hybrid (2 days remote, 3 days in office) after a few months of training and proficiency in the position. This position will work out of our Corporate Center located in Eau Claire, WI.

Training

Training prior to starting a normal work schedule, new Royal team members must attend Foundation Training at our Corporate Center in Eau Claire, WI from 9:00am - 4:30pm on Monday and Tuesday during their first week of employment. Out of town learners will be reimbursed costs related to travel and lodging. Foundation Training covers fundamental information about Royal’s culture and core values which sets the stage for team members to be successful within our organization.