Shire Jobs

Overview

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a (Hybrid) Senior Manager, Puerto Rico Collections & Servicing at our San Patricio, Puerto Rico branch. The primary purpose of this job is to manage the day-to-day operations of the collection and titling units for Puerto Rico. The individual will drive the strategy of the unit and ensure corporate strategic initiatives are supported, and that processes are aligned with division targets in an efficient and effective manner. Implement work methods and programs to ensure that work is completed within established time frames and in accordance with policies and procedures, federal and state regulations, and requirements. Collecting on all PenFed consumer credit products, recovery of collateral, and bankruptcy identification. The role will also provide oversight and management of vehicle titling, repossession/remarketing and collection agency vendor partners.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Responsible for stated objectives, goals, and performance standards for assigned unit ensuring that goals are met and/or exceeded.

• Manage Puerto Rico loan servicing, collateralization, collection, repossession, remarketing and recovery efforts for all Puerto Rico originated loans.

• Manage Puerto Rico vendors specific to the servicing, collection and recovery of loans originated in Puerto Rico.

• Maintain relationships and be key point of coordination related to all aspects of origination, processing and funding of loan originations. Including but not restricted to; branch operations, contact center, marketing, pricing, product management, digital experience and secondary market.

• Review credit quality, competitive market pricing, market demand, risk segmentation related to Puerto Rico originations and portfolio.

• Assist with monitoring and analysis of portfolios, prepare related management reporting and provide insights on emerging trends.

• Oversee the assigned tasks and unit employees to include, but not limited to, recruitment, scheduling, task completion, assist line call optimization, performance evaluations, and provide guidance on highly complex issues. Responsible for management of team to ensure all internal standards are met in a compliant manner in accordance with applicable federal/state regulations, guidance, and established standard levels of service.

• Participate in business unit and corporate initiatives as assigned to include coordinating and conducting team meetings regularly to review current marketing promotions, credit union initiatives, performance results of unit or organization, and coordinate and/or provide training or re-training on credit union procedures and technical processes.

• Receive and resolve escalated member calls and Executive Correspondence concerns; ensure quality member service with each interaction and aid unit team members in the resolution of complex member account problems and/or questions, making decisions as appropriate in a professional, accurate and timely manner.

• Responsible for the successful performance of assigned personnel by consistently mentoring staff in department policies and procedures, productivity, quality, job knowledge, and innovation.

• Enforce policies and procedures and ensuring assist line and escalation calls are handled in a timely manner and with high levels of member service. Implement performance management, including coaching on a regular and frequent basis, counseling, employee discipline, communicating job expectations for all assigned team members and participating in scheduled training and personal development opportunities.

• Monitor accounts and reviews reports, analyzing impact, providing statistical data, and reporting results of delinquent loan analyses.

• Monitor and troubleshoot technology and process issues, escalating any issues impacting Collection Operations that may occur to avoid member service disruption and resolve delinquent loans.

• May manage other special collection activity teams, including, but not limited to approved loan litigation/replevin / DACO referrals, depending on business need.

• Ensure that related programs, policies, and procedures are followed in accordance with federal and state regulations, organizational standards, and guidelines.

• Conduct root cause analysis reviews and problem solve for internally and externally raised member issues; address identified issues by conducting research and analysis of presented issues and provide a sound resolution through various forms of communication.

• Engage with product owners and other business units to identify and resolve systemic and member related issues.

• Keep informed of new ideas and developments through publications, membership in professional organizations and contact with other financial institutions.

• Review competitive market practices and provide recommendations to Senior Leadership concerning adjustments to programs in related areas.

• Assist as needed in the creation and publication of accurate reporting including but not limited to daily delinquency reports, consolidating, and interpreting various reports regarding portfolios that are serviced by others.

• Assist as needed in the consolidation of data and publication of the Collection’s Department scorecards.

Qualifications

Equivalent combination of education and experience is considered.

• Bachelor’s Degree in related field required.

• Minimum of ten (10) years’ experience in a collections environment and/or contact center required, preferably in a financial institution.

• Minimum of two (2) years’ direct management experience required, preferably collection call center.

• Bilingual, must be able to speak English and Spanish, required.

• Requires experience in managing multiple teams/functions and building relationships with people at a variety of levels.

• Knowledge of the roles, skills and technical knowledge required to achieve goals within the relevant technical discipline.

• Strong leadership capability including interpersonal skills, mentoring, coaching, collaborating, and team building.

• Strong written and verbal communication skills.

• Effective time management, problem solving and multi-tasking skills.

• Effective presentation skills with experience delivering data to various management levels.

• Strong knowledge of the technologies, methodologies, and practices in the relevant discipline.

Supervisory Responsibility

This position will directly supervise employees.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.

Travel

Ability to travel to various worksites and be on-call will be required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.