Supervisor Resolution

This is a hybrid role with the expectation that time working will regularly take place inside and outside of our company office located at 100 East Tryon Road in Raleigh, NC.

This position supervises the resolution of problem retail, mortgage, and business loans for the Credit Resolution function of the Bank. Responsible for a team of associates who mitigate Bank losses through the collection, negotiation, and repayment of loans or other related functions. Reviews functional processes to ensure timely and accurate resolution. Facilitates daily workflow and ensures timely completion of work. Provides assistance on complex inquiries, and coordinates training and ongoing development of the team.

Performs routine inspection of the work to include call monitoring, account review, and review of associate performance to ensure acceptable quality and productivity. Conducts regular coaching and feedback sessions with staff. This position is considered the first line of defense and is expected to maintain a high level of attention to detail, analyze facts, and make sound decisions in order to mitigate risk to the Bank.

Duties & Responsibilities:

• Collections
  - Oversees the activities of a team that processes or collects past due retail, mortgage, and small business accounts. Guides the resolution of difficult loans, and coordinates with internal business units as needed to minimize delinquency and reduce losses to the Bank.
• Supervisory Functions
  - Assesses work of associates for accuracy, process improvements, and efficiencies. Ensures compliance with department policies and procedures. Manages the performance of assigned staff, to include performance, productivity, attendance. Develop and inspire team through regular coaching and mentoring.
• Business Support
  - Provides support to the department and associates complex problems, questions, and research. Promotes a culture of continuous improvement and seek opportunities to further streamline processes.
• Reporting
  - Monitors processes and daily activities. Reviews and prepares collections reports and shares data as appropriate to management, ensuring ongoing oversight and tracking of problem loans.

Position Specific

Skills:

Builds Productive Relationships

Champions Change and Culture

Collections

Develops Talent

Drives for Results

Minimum Required

Education and Experience:

Bachelor's Degree and 1 years' experience OR High School Diploma or GED/Equivalent and 5 years' experience in Collections, Default, Foreclosure, Bankruptcy, or Loss Mitigation

Additional Requirements:

Call-center team lead/supervisory experience

Escalation and call monitoring experience

Proven collections experience in consumer products

Knowledge of collections-related compliance regulations

MS Office Suite proficiency

Business professional communication skills - written and verbal

Preferred Qualifications:

Advanced mortgage and consumer product (credit cards, auto loans, etc.) collections experience

Leadership experience in collections, preferrably in mortgage

Familiarity with applicable regulations (i.e. FDCPA, RESPA, UDAAP, Retail Loan Classification & Account Management Guidelines)

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at