Collections Operations and Analytics Supervisor

• Location 3050 Corporate Way,Miramar, FL, 33025,United States
• Employee Type FT Exempt
• Required Degree 4 Year Degree
• Manage Others Yes

Are you looking for an organization that values your experience? Are you a skilled customer service professional ready to take your career to the next level? If so, keep reading!

Tropical FCU (TFCU) is a Sun‑Sentinel Top Workplace for eight years in a row. Being part of TFCU will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.

The Member Solutions Operations and Analytics Supervisor supports Tropical Financial Credit Union’s mission of guiding members successfully through the financial marketplace by overseeing the daily operations of the Collections Department. This role is responsible for organizing, planning, and directing departmental activities in alignment with strategic and business objectives, while working closely with management to drive performance and accountability. The supervisor promotes a strong service culture centered on member-focused solutions, professionalism, and balanced decision‑making that supports both risk mitigation and member experience.

A key aspect of this position is the use of strong analytical skills to manage daily performance, monitor key metrics, and identify trends that drive effective collection strategies. The supervisor ensures team productivity meets expectations and prepares accurate end‑of‑month reports that provide insight into portfolio performance, delinquency trends, and recovery efforts. In addition, the role ensures all collection activities comply with applicable state and federal regulations, as well as internal policies and procedures, while supporting continuous improvement and overall operational efficiency.

• Oversees, prioritizes, and supports collectors’ activities; reviews account queues to ensure delinquent accounts and negative shares are worked effectively, efficiently, and in compliance with applicable regulations and policies.
• Works with delinquent members to establish appropriate arrangements to restore accounts to current status, using sound judgment, negotiation, and financial counseling when needed.
• Supervises, coaches, and supports department personnel to drive performance and accountability in coordination with the collections leadership team.
• Provides ongoing coaching, feedback, training, and development to collections staff, branches, and call center employees.
• Develops and implements strategies to improve collection performance and increase recovery on outstanding debt.
• Runs reports, analyzes departmental and individual performance data, and shares insights with leadership as needed.
• Establishes and monitors performance goals aligned with organizational objectives; tracks results and holds staff accountable for achieving targets.
• Manages the relationship with third‑party collection agencies, ensuring performance aligns with TFCU standards and regulatory requirements.
• Reviews delinquent accounts for charge‑off recommendations in accordance with policy; ensures accurate processing, coding, and reporting.
• Assists in the administration of the Courtesy Pay program, including collections, charge‑offs, and recovery processes.
• Conducts ongoing portfolio reviews and analysis; makes recommendations regarding account actions such as blocking, closure, credit line adjustments, or restructuring.
• Identifies opportunities to enhance processes, improve efficiency, and implement analytical tools to support decision‑making.
• Oversees the handling and processing of bankruptcy accounts, ensuring proper coding, documentation, and compliance with legal requirements.
• Participates in legal proceedings on behalf of the credit union when required.
• Oversees the repossession process, ensuring adherence to policies and coordination with third parties to maximize collateral recovery.
• Assigns accounts to external collection agencies and oversees their performance and compliance.
• Recommends real estate loan modifications, workouts,…