Consumer Loan Servicing Supervisor

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Job description

About Working at Commerce

Wouldn't it be great to build your career at a bank that's known for helping people with their financial challenges? That's exactly what you'd be doing when you join the team at Commerce Bank. We're looking for teammates who are ready to do whatever it takes to help our customers with their everyday financial needs. You'd be helping yourself too, because Commerce has a tradition of recognizing and rewarding team members for their talent, skills and contributions.

No wonder we've been an industry leader for over 150 years and have developed a reputation as a great place to work in the financial services world. If you'd like to be a part of a team and culture that is respected by its peers and in your community, we should talk. We're always looking for the best and brightest.

About This Job

The Loan Servicing Supervisor is responsible for managing the day to day activities and performance of 8 to 10 Specialty Representatives in the Bankruptcy, Repossession and Recovery Department. The Supervisor ensures adherence to state, federal and Bank policies while facilitating recovery efforts across legal/agency vendor partners, remarketing bank owned property, and overseeing Bankruptcy activities to mitigate Bank losses.

Essential Functions

• Oversee department Work Chains/Workflow/Queue management and effectively communicate decisions, priorities and relevant information to team members

• Provide guidance to employees on departmental projects/issues, coach and develop training plans, lead development conversations and answer day-to-day questions for team members

• Manage key performance metrics outlined on individual scorecards

• Handle escalated calls and complaints in a timely manner and document accurately

• Coordinate, execute, and document new-hire training plans and provide recurring training as needed

• Participate in candidate interviews and selection process

• Review credit disputes and forward as necessary

• Manage and maintain all Bankruptcy, Repossession/Remarketing and Recovery procedures

• Assist with Pre-charge off Bankcard and Installment Loan accounts with customers

• Handle Quality Control/Exceptions and Reporting

• Oversee Remarketing, Repossession, Bankruptcy, Legal and Agency processes ensuring compliance with department policies and regulations

• Review secured/unsecured accounts for proper course of action and cost-effective collection/recovery efforts

• Review and approve accounts for Charge down, Credit Charge off, and Deficiency Charge off

• Perform other duties as assigned

Knowledge, Skills & Abilities Require

• Strong knowledge of the debt collections industry and familiarity with current regulations

• Strong knowledge of Repossession and Remarketing, Recovery practices, and Bankruptcy procedures

• Familiar with and able to navigate various collections management system(s)

• Ability to develop and coach team members with proven ability to achieve results through collaboration and teamwork

• Self-starter with strong decision-making skills and the ability to effectively communicate and interact with all levels of the company, clearly expressing ideas and concepts, both verbally and in writing

• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values

• Strong level of proficiency with Microsoft Word, Excel and Outlook

Education & Experience

• High School Diploma or equivalent combination of education and experience required. Bachelor's degree preferred.

• 3+ years Contact Center/Collections leadership experience required

• 3+ years' experience with Bankruptcy laws and procedures strongly preferred

• 1+ years post-charge off, agency and legal agency collection experience required

Location: 811 Main St, Kansas City, Missouri 64105

Time Type:

Full time