Regular or Temporary: Regular
Language Fluency: English (Required)
Work Shift: 2nd Shift – 10% Automatic Pay Differential (United States of America)
Job Description Hire, empower, mentor, and counsel collection teammates to create a positive team and working environment. Implement and execute the collection/recovery process for assigned portfolios, including but not limited to approval of payment relief, settlements, repossession, charge off, foreclosure, attorney assignment, etc. Provide leadership, guidance, and direction of the entire process to ensure consistency and compliance with applicable laws and regulations. Manage the department to meet established loss, recovery, and/or delinquency goals/forecasts of Truist.
Essential Duties and Responsibilities Responsible for executing the collection process in a fast‑paced environment. Ensure assigned accounts are worked based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept. Actively participate in the scheduling collection groups to meet the needs of the organization and peak collection times.Ensure teammates are negotiating with clients according to established time frames while promoting positive roll and reducing levels of delinquency, repossessions, non‑performing assets, and loan losses.Responsible for managing a teammates career path by executing on hiring, coaching, performance ratings, and progressive discipline. Manage the day‑to‑day activity of attendance tracking.Meet established goals for portfolio delinquency, losses, and recoveries for assigned portfolios.Execute on call monitoring and quality reviews to ensure compliance with policies and regulations. Ensure proper escalation of any client complaints.Monitor systems and/or production reports daily, monitoring performance and making recommendations for areas of improvement. Identify teammates that are below agreed upon KPIs and coach appropriately.Manage the team’s client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.Communicate regularly with all leaders in Client Default Solutions and other departments, as needed, to discuss status of past dues, losses, insurance issues, repossession information, and appropriate escalation and collaborative resolution of issues identified.Responsible for reviewing repossessions, charge‑off, and account changes (i.e., loan modifications) according to policy guidelines within policies and procedures.Assist in mentoring new leaders in Client Default Solutions to help them become more proficient in their role, incorporating Truist’s mission, vision and values and the leadership model.Support the successful implementation of strategy and system‑related changes.Complete all required computer‑based training courses accurately and timely.Qualifications
Required Qualifications:
Bachelor’s degree, or equivalent education and related training or experience.Five years of experience in collections or equivalent supervisory experience.Excellent verbal and written communication skills; speaking in front of large groups.Excellent decision‑making and problem‑solving skills in routine and non‑routine situations.Excellent time management and organizational skills.Skilled leadership abilities.Strong analytical skills.Ability to recommend operational and process improvements.Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.Ability to travel, occasionally overnight.Preferred Qualifications:
- Expert knowledge of all collection policies, procedures, and processes.
- Knowledgeable of collection practices and federal/state regulations and laws (e.g., Fair Credit Reporting Act (FCRA), Fair Debt Collections Protection Act (FDCPA), Telephone Consumer Protection Act (TCPA)).
Benefits
All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax‑preferred savings accounts, and a 401(k) plan to teammates. Teammates also receive no less than 10 days of vacation (prorated) during their first year of employment, along with 10 sick days and paid holidays.
For more details on Truist’s generous benefit plans, please visit our benefits site.
Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a drug‑free workplace.
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