Collections Operations and Analytics Supervisor

Are you looking for an organization that values your experience? Are you a skilled customer service professional ready to take your career to the next level? If so, keep reading!

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace EIGHT years in a row. Being part of TFCU will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.

Summary: The Member Solutions Operations and Analytics Supervisor supports Tropical Financial Credit Union's mission of guiding members successfully through the financial marketplace by overseeing the daily operations of the Collections Department. This role is responsible for organizing, planning, and directing departmental activities in alignment with strategic and business objectives, while working closely with management to drive performance and accountability. The supervisor promotes a strong service culture centered on member-focused solutions, professionalism, and balanced decision-making that supports both risk mitigation and member experience.

A key aspect of this position is the use of strong analytical skills to manage daily performance, monitor key metrics, and identify trends that drive effective collection strategies. The supervisor ensures team productivity meets expectations and prepares accurate end-of-month reports that provide insight into portfolio performance, delinquency trends, and recovery efforts. In addition, the role ensures all collection activities comply with applicable state and federal regulations, as well as internal policies and procedures, while supporting continuous improvement and overall operational efficiency.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Oversees, prioritizes, and supports collectors' activities; reviews account queues to ensure delinquent accounts and negative shares are worked effectively, efficiently, and in compliance with applicable regulations and policies.
• Works with delinquent members to establish appropriate arrangements to restore accounts to current status, using sound judgment, negotiation, and financial counseling when needed.
• Supervises, coaches, and supports department personnel to drive performance and accountability in coordination with the collections leadership team.
• Provides ongoing coaching, feedback, training, and development to collections staff, branches, and call center employees.
• Develops and implements strategies to improve collection performance and increase recovery on outstanding debt.
• Runs reports, analyzes departmental and individual performance data, and shares insights with leadership as needed.
• Establishes and monitors performance goals aligned with organizational objectives; tracks results and holds staff accountable for achieving targets.
• Manages the relationship with third-party collection agencies, ensuring performance aligns with TFCU standards and regulatory requirements.
• Reviews delinquent accounts for charge-off recommendations in accordance with policy; ensures accurate processing, coding, and reporting.
• Assists in the administration of the Courtesy Pay program, including collections, charge-offs, and recovery processes.
• Conducts ongoing portfolio reviews and analysis; makes recommendations regarding account actions such as blocking, closure, credit line adjustments, or restructuring.
• Identifies opportunities to enhance processes, improve efficiency, and implement analytical tools to support decision-making.
• Oversees the handling and processing of bankruptcy accounts, ensuring proper coding, documentation, and compliance with legal requirements.
• Participates in legal proceedings on behalf of the credit union when required.
• Oversees the repossession process, ensuring adherence to policies and coordination with third parties to maximize collateral recovery.
• Assigns accounts to external collection agencies and oversees their performance and compliance.
• Recommends real estate loan modifications, workouts, troubled debt restructures (TDR), and foreclosures based on financial analysis and net present value considerations.
• Reviews and approves payment deferments and loan restructuring requests within authority, based on member repayment capacity.
• Prepares and communicates monthly reports, including charge-off recommendations, to the Credit Risk Manager and lending committees.
• Participates in internal and external audits and regulatory examinations.
• Oversees recovery efforts for charged-off loans, including settlements, litigation, and agency management within approval limits.
• Conducts monthly charge-off meetings with staff to ensure all appropriate collection efforts are completed prior to charge-off.
• Provides feedback to leadership on underwriting trends and risk-related observations.
• Offers proactive assistance to members with delinquent loans, including credit counseling and referrals to external counseling agencies.
• Ensures tax levies and wage garnishments are processed accurately and in a timely manner.
• Performs other duties as required with or without accommodation.
• Compliance:
• BSA Compliance - every employee is required to uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within TFCU will take into consideration the awareness of unusual or suspicious activity that is relevant to the department.
• In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and/or Compliance Departments.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending and Credit Card Act.
• Comply with all TFCU policies and procedures to ensure compliance with such regulations.

Qualifications: 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, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

§ Two years of experience in all aspects of collections in a credit union or bank. This includes risk management, consumer, real estate, and bankruptcy and working with auditors and examiners.

§ One year of leadership experience required.

§ High school diploma or general education (GED) required.

§ Bachelor's degree in Business, or a related field required. Master's degree preferred.

Qualifications

• Excellent verbal and written communication skills.
• Proficient with Microsoft Office Suite or related software.
• Excellent communication and interpersonal skills.
• Familiarity with the collection platforms.
• Strategic thinker with the ability to develop and execute innovative collection strategies.
• Analytical mindset with the capability to gather and interpret data for strategic decision-making.
• Strong analytical, troubleshooting, and problem-solving skills.
• Reliable, detail-oriented and strong organizational skills.
• Must work well in a team and collaborate with other departments, managers, and our outside resource partners.
• Ability to lead meetings, initiate and implement multiple, collection projects.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, members, and the outside resource partners.
• Successful incumbents are innovative, self-starters, independent workers with good follow-up skills, energetic, organized and possess excellent interpersonal skills.
• Comfortable and flexible working in a fast-paced, dynamic environment.
• Bilingual (Spanish or French/Creole and English) is preferred.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, and sit, as well as use hands to handle or feel objects. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We offer Excellent Benefits such as:

• Medical, Dental and Vision Insurance
• Retirement Profit Sharing 401K Plan
• Accident, Cancer and Hospital Indemnity Plan
• Prepaid Legal
• Voluntary Life Insurance
• Pet Discount Program
• Paid Time Off/ 11 Paid Holidays
• And so much More!