SPECIAL ACCOUNTS SUPERVISOR

Location: Albuquerque, NM 87109

Required work schedule: (not a remote or hybrid position)

- Monday to Friday: 8:00 AM to 5:00 PM

Please note that this schedule is subject to change as needed.

 As a valued full-time team member, you'll enjoy fantastic benefits that promote your health and well-being:

• Comprehensive Medical, Dental, and Vision Insurance

• Paid Short-Term Disability, Life Insurance, and AD&D

• Holiday Pay, Vacation, Birthday, Floating Holiday & Sick Leave

• Tuition Reimbursement for Professional Development

• 401(k) Plan with Employer Match

• Pension Plan for Long-term Security

• Exciting Opportunities for Career Advancement

Overall Job Purpose

At Sandia Area, every position plays a vital role in fulfilling our mission to deliver high-value banking and lending services that strengthen the financial well-being of our members and community. Each team member is expected to embody our core values of Service, Sustainability, Efficiency, Trust, Stewardship, and Growth, contributing to our vision of empowering lifelong achievement through better banking. While specific responsibilities vary by role, every position carries universal expectations aligned with its level of responsibility and authority across the organization.

As a Supervisor at Sandia Area, you play a key role in guiding and supporting your team to achieve operational goals and deliver exceptional member experiences. You are responsible for fostering a culture of trust and accountability while ensuring team alignment with the organization’s mission, vision, and values. By mentoring staff and addressing day-to-day challenges, you contribute to a workplace environment that promotes collaboration, service excellence, and long-term success.

Reporting directly to the Loan Servicing Director, the Special Accounts Supervisor is responsible for overseeing a team of Special Accounts Officers and Representatives to deliver exceptional and efficient service to our members. This role is responsible for guiding, mentoring and evaluating the performance of Special Accounts Officers while overseeing the collection and delinquent accounts, ensuring compliance with relevant laws and regulations and contributing to the efficient processes and procedures.

Duties and responsibilities

Department Operational Support

• Manage employee schedules, monitor and approve timecards, and create the department schedule.

• Handle escalated collection calls and disputes and provides assistance to members as needed.

• Oversee the recovery of charged-off accounts to ensure all possible efforts are made to collect the outstanding debt.

• Accepts purchase bids on repossessed vehicles after determining the soundness of the offer and considering the condition of the vehicle.

• Minimizes losses by referring bad debt accounts to the Loan Servicing Director.

• Notifies the Loan Servicing Director of any potential issues that arise.

Relationship Building & Consultative Services

• Collect delinquent loan accounts by locating and notifying members with delinquent accounts and establishing repayment schedules through contacts with members by telephone, in person, by letter, or by other means.

Reporting & Analytics

• Review the monthly recommended charge-offs for accuracy and provide feedback to employees.

• Prepare regular reports on collection activities, team performance, and recovery rates.

Compliance & Policy Adherence

• Assists in maintaining collection controls by recommending and enforcing policies and procedures.

• Ascertains collection efforts by auditing accounts and reports and attempts new approaches.

• Approves repossession assignments and serves as liaison with attorneys or agencies in handling repossession of collateral.

• Uncovers disputes and liabilities by investigating account documentation.

• Assists in determining legal course of action by conferring with the Loan Servicing Director and attorneys and estimating probability of successful recovery.

Leadership & Team Management

• Lead by example, reinforce, and consistently uphold Sandia Area’s Values: Service, Sustainability, Efficiency, Trust, Stewardship, and Growth.

• Contribute to leading a high-performing team; monitor performance targets, foster a culture of continuous improvement, encourage innovation, learning, and adapting best practices to optimize performance.

• Provide leadership, coaching, and mentorship to employees, fostering a positive and high-performing team environment.

• Oversee day-to-day operations and ensure alignment with departmental and organizational objectives.

• Assist in the recruitment, interviewing, and hiring process, ensuring candidates align with the credit union’s mission, values, and service culture.

• Support the onboarding, training, and development of new hires, fostering a positive and growth-oriented work environment.

• Directly supervise staff with the goal of enhancing professional development and personal growth.

• Develop staffing plans and schedules to ensure effective coverage and team balance.

Expectations of all Sandia Area employees

• Demonstrate a strong commitment to upholding the organization’s mission, vision, and values in all interactions and responsibilities.

• Represent the credit union with professionalism, integrity, and ethical conduct at all times.

• Maintain a thorough understanding and strict adherence to credit union regulations, compliance requirements, policies, procedures, and operational guidelines.

• Consistently meet deadlines as assigned while ensuring accuracy, efficiency, and adherence to quality standards.

• Foster a positive and supportive environment for both members and employees, ensuring interactions align with the credit union’s mission and service philosophy.

• Adhere to all regulatory and compliance policies, upholding the highest standards of security, confidentiality, and ethical financial practices in all interactions.

• Maintain the confidentiality and security of information, records, and sensitive data, in compliance with credit union policies and regulatory requirements.

• Adapt to evolving responsibilities, taking on additional duties as assigned to support the success of the organization.

• Demonstrate a commitment to continuous learning, professional development, and staying informed on industry trends and best practices.

• Willing to undergo background and credit checks as required by federal and state regulations.

• Understand and comply with all policies, procedures, and legal guidelines, including adherence to the Bank Secrecy Act (BSA), Office of Foreign Assets Control

Knowledge, Skills, and Abilities (KSAs)

• Expertise in understanding of the Fair Debt Collections Protection Act with a requisite understanding of financial institution operations.

• Excellent oral and written communication skills.

• Ability to effectively negotiate bad debts.

• Ability to handle delinquent, irate individuals effectively.

• Ability to strategically plan department objectives with all levels of senior management.

• Excellent interpersonal, communication, and leadership skills to convey goals, set expectations, provide feedback, and inspire and develop teams.

• Strong leadership, time management and organizational skills, with the ability to prioritize tasks, manage multiple responsibilities, and adapt to a fast-paced environment.

• Ability to analyze data and metrics to drive team performance and efficiency.

• Willingness to engage in difficult situations using outstanding interpersonal skills and emotional intelligence. 

• Passionate about teamwork and having a positive influence on others; ability to work independently and demonstrate attention to detail.

• Proactive in seeking professional growth, embracing both formal and informal development opportunities, and demonstrating adaptability to new responsibilities.

• Team-oriented with a strong collaborative mindset, actively supporting team members and contributing to a positive and high-performing environment.

• Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.

• Must be willing and able to drive on company business, maintain a valid Driver’s License, and adhere to Sandia Area’s Driving Policy.

• Ability to perform essential functions, including the ability to lift up to 10 lbs. as needed.

Minimum Education and Experience Requirements

• HSD or GED

• Four (4) year(s) of applicable experience required with progressive responsibilities in a leadership capacity.

• Must possess general knowledge of credit union operation

*** Please submit an employment application to www.sandia.org/careers ***

Sandia Area Federal Credit Union (SAFCU) is an Equal Opportunity Employer.

SAFCU provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.