Purpose:
The Supervisor, Collections is responsible for lowering the collection delinquency rate while adhering to Corporate values. This position will manage a team of collectors with respect to training, coaching, and timekeeping.
Responsibilities:
- Assist Collection Manager/Director, and Quality Assurance Specialist with other areas as needed.
- Assist field offices upon request.
- Act as a liaison between Company and various banks and other vendors.
- Review loans prior to termination.
- Must have a working knowledge of the Fair Debt Collections Practices Act
- Must be detail-oriented, have strong communication skills, and work independently toward assigned goals.
- Obligated to work either one extra night shift or 4 hours of mandatory overtime per month as determined by the Collection Manager.
- Handle escalated customer issues from team members and Owner Services in a timely manner, while providing excellent customer service to owners.
- Review historic calls as needed.
- Track and Manage the FBS Daily Delinquency.
- Supervise the Company's receivables, including tasks done by internal staff and outsourced vendors, to meet daily/weekly/monthly collection targets to minimize past delinquency and maximize collections.
- Lead team of collectors; provide coaching and performance feedback, report on and monitor individual's work, to ensure KPIs are met.
- Identify reporting and other opportunities to streamline or automate manual work, using Excel and/or other corporate systems.
- Create and implement new processes and procedures to create efficiencies within the team.
- Communicate company developments, policies, and procedures.
- Review and approve timesheets for staff and process Paid Time Off requests while ensuring department is covered. Ensure all timesheets are processed accurately and on time.
- Prepare reports for management review on a routine basis.
- Provide direct supervision of the assigned team(s) through ongoing leadership and guidance, partnering with Human Resources on employee matters.
- May serve as a liaison to cross-divisional teams.
- Analyzes and actively manages quantitative and qualitative performance metrics.
- Promotes positive employee relations by fostering a team environment of open communication, approachability, and fair and consistent treatment of all employees within a workforce dedicated to diversity and advocacy of the company.
- Listens to associates’ live and historic calls every week and prepares feedback on strengths and opportunities
- Provides daily coaching and feedback to team members by inspiring trust, encouragement, motivation, and accountability. Creates and documents coaching plans to maximize performance and supports the team by promoting individual employee development.
- Acts as change management liaison and change lead in communicating important business initiatives. Communicates messages to the team in a positive manner that conveys a connection to the business strategy, customers, and employees.
- Supports team members in problem-solving and addresses escalated internal and external customer issues in a responsive, timely, and accurate manner to achieve maximum customer satisfaction.
- Facilitates routine huddles with the team focused on improving the employee experience and the customer experience. Develops action plans as appropriate based on employee feedback.
- Interviews, trains, and develops staff to ensure best-in-class customer service and operational goals are achieved. This includes ordering and testing equipment, opening access tickets, creating PowerPoint presentations, creating and organizing material, creating onboarding schedules and coordinating with office services on room availability, coordinating travel arrangements, collaborating with the department trainer, and creating final knowledge tests.
- Gathers, reviews, and audits payment reports to provide a daily log of qualified payments posted towards individual and team goals.
- Creates and prepares the weekly and monthly Maintenance Fee Collection queues.
- Monitors attendance for tardiness and unapproved time off in accordance with the department policy.
- Reviews and approves Mortgage account change forms.
- Reviews and audits loans for approval on Reinstatements and Extensions.
- Gathers and analyzes data to prepare to communicate a monthly newsletter on top performers and stats.
- Carries out requests to provide owners with letter copies, contracts, payment histories and payoff quotes.
- Monitors and approves settlements done by external agencies and monitors accounts for proper posting.
- Manages the communication with external debt collection agencies for proper account handling
- Collaborates with Payment Processing to ensure proper posting and conducting research on escalated matters.
- Serves as a back-up approver and communicator when Manager/Director is not available.
- Conducts annual performance reviews, makes merit recommendations and facilitates employee conversations.
- Monitors staffs’ calls and activity and conducts timely audits to ensure compliance with state and federal laws, as well as compliance with internal policies and procedures.
Requirements:
- Bachelor’s Degree in a relevant discipline or equivalence.
- Five or more years of credit and/or collections experience.
- MS Office Suite, training in customer service and quality fundamentals.
- Detailed-oriented with strong analytical and problem-solving skills.
- Ability to think strategically and analyze information timely and accurately.
- Excellent interpersonal communication skills to deal effectively with all levels of the organization.
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EOE Statement
Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW
At Bluegreen Vacations, the health, safety and wellbeing of our associates, owners and guests are a top priority. We promote fresh air and good hygiene, take great care to properly clean and sanitize our facilities, and offer associate benefits such as paid vacation and sick time, and paid time off to get your COVID-19 vaccine. We are all in this together!
Other details
- Job Family : Credit & Collections
- Job Function : Merit Only
- Pay Type : Salary
- Employment Indicator : MCC
