Supervisor, Borrower Account Services

JOB SUMMARY

The Borrower Account Services – Recovery Supervisor manages the daily activities of the Borrower Recovery Teams. Participates with management to ensure that Trellis meets the collection and borrower recovery goals set forth.  The incumbents oversee the activities performed by a team of Recovery Specialists and provides the necessary leadership to achieve collections goals.  Oversight of the management of collection accounts within the DACCS Case Management System, monitors and improves quality, coaches staff members, and prepares reports which aid in the efficient operation of the Collections Department. Ensure that the staff complies with Fair Debt Reporting Act, Privacy Laws, FDCPA and various federal regulations relating to each process and Trellis Company policy, and ensuring procedures and systems are updated to ensure compliance with regulations.   Resolve borrower issues, while providing quality customer service.  Workloads fluctuate from day to day and team members must be shifted from one assignment to another depending on the daily business priorities while ensuring that the call center is properly staffed.  Personnel issues as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

The position incumbent is expected to perform the following essential duties and responsibilities of the position with reasonable accommodation.

• Resolve Team Member/ Borrower issues/complaints.
• Review, analyze, and approve compromises to maximize revenue.
• Ensure staff is determining the appropriate course of action for accounts and making determinations what the course should be in extraordinary circumstances.
• Set up Dialer Calling Campaigns to maximize collections efficiency and revenue generation and provides administrative oversight of dialer for both default and non-default teams.
• Ensure the team achieves prescribed goals and measures.
• Analyze/create reports to assist collections in developing collection strategies.        
• Identify system inefficiencies and create viable solutions.  
• Coach/train team members on performance of their job responsibilities.
• Monitor phone calls to ensure compliance and quality control standards are met.
• Subject Matter Experts (SME) on system enhancement functions to include workflow development and other system process improvements.
• Monitor and promote high levels of customer service. 
• Screen applicants, interviews and select new team members.
• Responsible for increasing borrower repayment, Rehabilitation, Consolidation, Administrative Wage Garnishment Revenue as per guidance from FSA.
• All consumer contact, and attempted contact must adhere to the FDCPA (both State and Federal), Privacy Act, FCRA, GLB, and TCPA, as well as to policies and procedures prescribed by governing agencies such as the FCC, FTC, and CFPB. 
• Accurately enter all information into the account management system.  
• Mentor newly hired representatives to provide on the job training and support. 
• Provide feedback to management in Operations and clients on a variety of work-related processes and procedures when this feedback could improve or enhance a process, especially if the feedback could improve performance.
• Thorough knowledge of FFELP regulations, the Fair Debt Reporting Act, and the Fair Debt Collection Practices Act.    
• Participate in training and other learning opportunities to ensure compliance and expand knowledge of company, position, and process.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Provide input and possible recommendations to management as needed for procedural changes.
• All other duties and responsibilities as assigned.
• Must be available to work flexible hours.
• Supports other functions and responsibilities of the department.
• Interacts with all levels of management as necessary.  
• Contributes to the development of strategic initiatives.

 

COMPETENCIES 

• Action Oriented
• Builds Effective Teams
• Business Insight
• Change Champion
• Collaborates
• Communicates Effectively
• Compliance 
• Cultivating Innovation
• Customer Focus
• Decision Quality
• Demonstrates Self-Awareness
• Develops Talent
• Directs Work

• Diversity Focused
• Drives Results
• Drives Vision and Purpose
• Ensures Accountability
• Interpersonal Savvy
• Plans and Aligns
• Relationship Management
• Resourcefulness 
• Self-Development
• Situational Adaptability
• Strategic Mindset

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to represent Client with integrity when dealing with internal and external customers.
• Requires a high degree of resourcefulness, creativity, and analytical ability.
• Must be able to maximize limited resources to achieve ambitious and complex objectives, short and long-range goals.  
• Ability to negotiate with irate individuals.
• Strong, current knowledge of federal and state laws and regulations. 
• Analyze regulations, as they pertain to the business unit.
• Strong persuasive writing and proofreading skills.
• Ability to function independently on a daily basis, under pressure, and with little guidance from management.

QUALIFICATIONS

Education

Required:

• High School diploma or equivalent.  

Preferred:

• Bachelor’s degree. 

Experience

• Two (2) or more years proven supervisory experience in collections, compliance-oriented position, or highly regulated field.  Thorough knowledge of the FFELP programs is preferred.  Prefer one year in student loans. 

PHYSICAL AND MENTAL DEMANDS

• Occasionally must move about inside the office.
• Repetitive motion. Regularly operates a computer, phone, and general office equipment.
• Regularly required to handle, feel, grasp objects, and reach across a work area.
• Regularly communicates with other employees and on the phone, virtually, or in person with clients. Regularly converses with internal and external contacts.
• Visual acuity. Regularly must have close visual acuity to view and enter information into computer and software systems, analyze data, develop presentations and reports, and other materials.
• Mental focus. Requires worker to maintain focus and exchange detailed and accurate information through oral and written communication.

WORK ENVIRONMENT

• Work may be conducted remotely or in an office with a surrounding small cubicle environment.
• Office work environment is climate controlled with no substantial exposure to adverse environmental conditions.

COMPENSATION AND BENEFITS

• Base Salary: $58,218.00  – $65.981.25 annually (commensurate with experience)
• Corporate Annual Incentive: This position is eligible for a corporate annual incentive, subject to the discretion and approval of the Board of Directors and not guaranteed.
• Paid Holidays: 11 holidays + 1 floating holiday per year
• Comprehensive benefits package including health, dental, vision, and retirement plans.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity or sexual orientation. We are also an equal opportunity employer of individuals with disabilities and protected veterans.

Please view Equal Employment Opportunity Posters provided by OFCCP.

Work Schedule
The Call Center operates Monday through Thursday from 10:00 a.m. to 7:00 p.m. Central Time and Friday from 8:00 a.m. to 5:00 p.m. Central Time.
As a supervisor, this position is expected to provide leadership coverage across operating hours. Candidates must be available to work at least one 7:00 a.m. to 4:00 p.m. shift and one 10:00 a.m. to 7:00 p.m. shift each week to support team operations and business needs.