Tower Federal Credit Union · 9 hours ago
Supervisor, Consumer Collections
Laurel, MD
Full-time
Onsite
Mid, Senior Level
$86K/yr - $107K/yr
5+ years expTower Federal Credit Union is seeking a Supervisor for their Consumer Collections team. This role is responsible for overseeing daily operations, managing delinquent accounts, and ensuring high service levels while minimizing losses for the credit union.
Responsibilities
Supervises the Consumer Collections team to include approving timesheets and time off, completing performance evaluations, coaching, and ensuring staff receives required training
Assists leadership with interviews and hiring new staff
Conducts staff and individual meetings to review operational challenges and provide feedback to the department manager of consumer collections on process and procedural improvements
Monitors daily department functions for service quality and productivity. Provides status reports for the manager on a regular basis
Promotes a positive team culture that encourages participation, collaboration, and personal development
Continuously identifies opportunities for improving member service and departmental efficiency and make recommendations to the Manager of Consumer Collections
Serves as the first point of contact for escalated member complaints requiring resolution
Contacts members, co-borrowers and cosigners to determine the reason(s) for the delinquency and negotiate mutually agreeable repayment arrangements. Contact members on a regular basis and follow up on commitments made
Demonstrates excellent service standards in all interactions with members, internal staff, third-party agencies, and vendors
Prepares and delivers performance reports, including executive summaries for management
Reviews and approves collection recommendations from staff (e.g., repossessions, skip tracing, legal actions, re-ages, deferments, modifications, bankruptcy, and settlements)
Analyzes all recommended legal action on consumer loans
Makes account-level decisions, such as deposit hold releases, fee reversals, and temporary credits, while assessing associated risks
Assists with implementation of special projects requiring knowledge of credit union policies and procedures
Maintains a strong working knowledge of BSA laws and regulations applicable to collections; ensures compliance with all regulatory requirements
Implements department business plans, delegates assignments, and ensures deadlines are met
Reviews all communication channels (calls, emails, chats, secure messages) for accuracy and quality; conducts monthly reviews and coaching follow-ups
Assists management with reports and updates on daily delinquency
Makes policy and/or procedural recommendations based on observations
Performs other duties as required to support the goals of the department and the credit union
Qualification
Required
AA degree plus 5 years collections and lending experience
One to three years of supervisory or team lead experience
Or equivalent combination of education and experience
Working knowledge of FDCPA, FCRA, MLA, bankruptcy, skip tracing, and real estate loss mitigation
Strong leadership, coaching, and team development skills
Ability to manage performance and motivate staff toward department and organizational goals
Proficiency with Microsoft Office, particularly Word and Excel
Strong communication, conflict resolution, and decision-making skills
Demonstrates honesty, integrity, dependability, and professionalism
Knowledge of credit union philosophy, regulatory guidelines, and compliance requirements
Strong organizational skills with the ability to anticipate needs and manage resources effectively
Promotes cross-departmental collaboration
Enhance departmental communication and team engagement
Anticipates and exceeds member expectations through proactive service
Adapts to change and implements improvements effectively
Maintains current knowledge of regulatory requirements
Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC
Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate
Ability to lift up to 20 lbs., with or without assistance, in compliance with ADA
Benefits
Exceptionally low medical premiums
A whole host of other benefits
Company
Tower Federal Credit Union
Tower Federal Credit Union was founded in 1953
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Richard Stafford
President & CEO
Recent News
Maryland Daily Record
2026-01-03
Tower Federal Credit Union
2025-09-04
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