Collections Operations and Analytics Supervisor

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Summary: The Member Solutions Operations and Analytics Supervisor supports Tropical Financial Credit Unions 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.

Essential Duties and Responsibilities include the following.

Other duties may be assigned: 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 w...