Job Summary:
We are seeking an experienced Customer Service & Collections Supervisor to oversee customer service activities for both internal and external customers while managing and monitoring collection efforts and related processes. This individual will provide leadership to the customer service and collections functions while also supporting loan servicing activities, including loan insurance, escrow analysis, property tax administration, loan-related reconciliations, and research and resolution of account discrepancies. The ideal candidate will have a strong background in banking, loan servicing, collections, or financial services, with excellent organizational and problem-solving skills and the ability to lead a team in a regulated environment.
Essential Responsibilities:
Supervise and oversee daily customer service and collections activities.
Monitor collection efforts and ensure established collection procedures and processes are followed.
Lead, coach, and develop customer service and collections staff.
Monitor team performance, workload, service levels, and productivity.
Assist internal and external customers with account, loan, payment, and servicing inquiries.
Resolve escalated customer issues and collection-related concerns in a professional and timely manner.
Process and maintain insurance information on loans, including tracking coverage and resolving deficiencies.
Perform and/or oversee escrow analysis for applicable loan accounts.
Manage property tax administration, including monitoring tax information and payments.
Maintain accurate and up-to-date loan servicing records.
Reconcile loan-related general ledger (GL) accounts and investigate discrepancies.
Research and resolve payment, account, escrow, insurance, tax, and GL discrepancies.
Monitor loan accounts for past-due balances and coordinate appropriate collection activity.
Ensure collection activities are performed consistently and in accordance with Bank policies and applicable regulations.
Work closely with Loan Servicing, Loan Operations, Accounting, Credit, and other departments to resolve issues.
Maintain appropriate documentation of customer contacts, collection activity, account adjustments, and resolutions.
Assist with audits, internal reviews, and regulatory examinations as needed.
Identify opportunities to improve customer service, collections, and loan servicing processes.
Ensure staff follow applicable BSA/AML, regulatory, internal control, and Bank policy requirements.
Perform additional duties and special projects as assigned.
Job Qualifications:
3+ years of banking, loan servicing, collections, or financial services experience preferred.
Prior supervisory or team leadership experience required.
Experience overseeing customer service and/or collections functions.
Strong knowledge of loan servicing and collection processes.
Experience with loan insurance, escrow analysis, and property tax administration preferred.
Experience reconciling loan-related GL accounts and researching discrepancies.
Strong understanding of loan payments, account maintenance, past-due accounts, and servicing activity.
Banking or financial institution experience strongly preferred.
Strong attention to detail and ability to maintain accurate loan records.
Excellent customer service and communication skills.
Strong analytical and problem-solving abilities.
Ability to handle escalated customer issues and sensitive collection matters professionally.
Strong organizational skills and ability to manage multiple priorities.
Working knowledge of banking regulations, internal controls, and compliance requirements.
Experience with loan servicing systems and core banking platforms preferred.
Bachelor's degree in Business, Finance, Accounting, or a related field preferred.
