Supervisor Resolution

About the role

This is a hybrid role with the expectation that time working will regularly take place inside and outside of our company office located at 100 East Tryon Road in Raleigh, NC. This position supervises the resolution of problem retail, mortgage, and business loans for the Credit Resolution function of the Bank. Responsible for a team of associates who mitigate Bank losses through the collection, negotiation, and repayment of loans or other related functions. Reviews functional processes to ensure timely and accurate resolution. Facilitates daily workflow and ensures timely completion of work. Provides assistance on complex inquiries, and coordinates training and ongoing development of the team. Performs routine inspection of the work to include call monitoring, account review, and review of associate performance to ensure acceptable quality and productivity. Conducts regular coaching and feedback sessions with staff. This position is considered the first line of defense and is expected to maintain a high level of attention to detail, analyze facts, and make sound decisions in order to mitigate risk to the Bank.

Responsibilities

• Oversees the activities of a team that processes or collects past due retail, mortgage, and small business accounts.
• Guides the resolution of difficult loans, and coordinates with internal business units as needed to minimize delinquency and reduce losses to the Bank.
• Assesses work of associates for accuracy, process improvements, and efficiencies.
• Ensures compliance with department policies and procedures.
• Manages the performance of assigned staff, to include performance, productivity, attendance.
• Develop and inspire team through regular coaching and mentoring.
• Provides support to the department and associates on complex problems, questions, and research.
• Promotes a culture of continuous improvement and seeks opportunities to further streamline processes.
• Monitors processes and daily activities.
• Reviews and prepares collections reports and shares data as appropriate to management, ensuring ongoing oversight and tracking of problem loans.
• Supervises the resolution of problem retail, mortgage, and business loans for the Credit Resolution function of the Bank.
• Reviews functional processes to ensure timely and accurate resolution.
• Facilitates daily workflow and ensures timely completion of work.
• Provides assistance on complex inquiries, and coordinates training and ongoing development of the team.
• Performs routine inspection of the work to include call monitoring, account review, and review of associate performance to ensure acceptable quality and productivity.
• Conducts regular coaching and feedback sessions with staff.
• Maintains a high level of attention to detail, analyzes facts, and makes sound decisions in order to mitigate risk to the Bank.

Qualifications

Minimum Required Education and Experience: Bachelor's Degree and 1 years' experience OR High School Diploma or GED/Equivalent and 5 years' experience in Collections, Default, Foreclosure, Bankruptcy, or Loss Mitigation

Additional Requirements

• Call-center team lead/supervisory experience
• Escalation and call monitoring experience
• Proven collections experience in consumer products
• Knowledge of collections-related compliance regulations
• MS Office Suite proficiency
• Business professional communication skills - written and verbal

Preferred Qualifications

• Advanced mortgage and consumer product (credit cards, auto loans, etc.) collections experience
• Leadership experience in collections, preferably in mortgage
• Familiarity with applicable regulations (i.e. FDCPA, RESPA, UDAAP, Retail Loan Classification & Account Management Guidelines)

Position Specific Skills

• Builds Productive Relationships
• Champions Change and Culture
• Collections
• Develops Talent
• Drives for Results