Consumer Loan Servicing Supervisor I

Our ideal candidate: We are seeking candidates deeply committed to our mission: to transform the banking industry from within. We lead by example, collaborate with and invest in change-makers and build sustainable prosperity in our communities.

Who we are: Beneficial State is one of only a handful of B-Corp banks in the nation and one of the highest-rated B-Corps on the planet. That means that we subscribe to a rigorous evaluation standard that measures our positive impact, not just our profitability. We demonstrate how a bank can combine social equity, environmental sustainability, and business stability to create a better financial system - a system that drives inclusive prosperity to benefit people and the planet. #BCorp #WeAreBCorps

Join our team: If you are ready to do challenging and transformative work that will build a brighter future for us all, and you are hungry to bring your passion and energy to the table, we welcome your application.

TITLE:

JOB CODE:

BSB-0171

FLSA:

Exempt

SALARY GRADE:

5

CATEGORY:

Full-time

UNION REPRESENTATION:

NA

SCHEDULE:

LOCATION:

Monday-Friday

On-Site

SUPERVISORY ROLE Y/N:

REVISION DATE:

Y

1.2026

POSITION OVERVIEW

The Consumer Loan Servicing Supervisor oversees the day‑to‑day operations of the consumer loan servicing and collections function, ensuring effective management of delinquent accounts and alignment with departmental goals related to delinquency, charge‑offs, and overall asset quality. This role supports a high‑volume, transaction‑driven environment by guiding staff in delivering prompt, courteous, and compliant customer interactions across both inbound and outbound channels.

The Supervisor maintains strong operational oversight of credit‑ and collection‑related activities, including reviewing and resolving complex delinquency issues, negotiating repayment arrangements, evaluating accounts for potential repossession, and supporting skip‑tracing efforts. The role ensures accurate processing and verification of credit information while upholding all applicable laws, regulations, and internal policies.

In addition to supervising a small team of para‑professional staff, the Consumer Loan Servicing Supervisor contributes to the development and refinement of processes and procedures that enhance efficiency, consistency, and customer experience. This position requires thorough knowledge of consumer loan servicing, collections practices, and credit operations, typically gained through at least three years of related experience in a comparable functional area.

ESSENTIAL DUTIES

Leadership & People Management

• Interview, hire, onboard, coach, mentor, discipline, and evaluate staff performance.
• Conduct 90‑day reviews for new employees and annual performance evaluations.
• Supervise department operations, ensuring proper workload distribution and team coverage.
• Oversee the department's training program, including development of materials and coordination of training.
• Promote and maintain positive, professional relationships with employees, customers, and internal partners.

Operational Management

• Apply collection knowledge, skills, and strategies to in‑house accounts.
• Review past‑due accounts to ensure proper procedures and due diligence have been followed.
• Conduct monthly audits and performance reviews of accounts; determine appropriate resolutions for underperforming accounts in alignment with Bank policy.
• Provide responses on day‑to‑day inquiries and escalations regarding problem accounts, including questions from staff and other bank personnel.
• Create, edit, and review departmental reports for the VP, Consumer Loan Servicing Manager, as needed.
• Approve employee timecards; assist with special projects and report preparation as assigned.
• Process and oversee accurate handling of due‑date changes, PICL requests, settlement evaluations, charge‑offs, CPI refunds, and payment posting corrections.
• Supervise and support daily operations to meet service, quality, and collection objectives.

Customer Service & Account Resolution

• Provide timely, courteous resolutions to customer complaints, concerns, and general inquiries.
• Collect customer payments in accordance with due dates; assist customers with payment‑due‑date changes as applicable.
• Utilize effective payment and negotiation strategies to resolve delinquent accounts.
• Identify and pursue valid opportunities for recourse or skip tracing to locate borrowers.
• Record and maintain complete, accurate information related to customer financial status and collection efforts.
• Review accounts for programs offered by the Bank, including due‑date modifications and hardship options.

Credit & Collections Oversight

• Verify that collection activities and documentation adhere to Bank policies and comply with State and Federal regulations.
• Review accounts for potential repossession actions and assess the viability of settlement proposals.
• Ensure proper processing and verification of account information across all stages of delinquency and recovery.
• Maintain a strong working knowledge of consumer loan servicing, collections practices, recovery strategies, and credit operations.

Compliance & Risk Management

• Ensure compliance with all federal, state, and internal regulations, including but not limited to BSA/AML, Fair Lending, Privacy, UDAAP, Anti‑Discrimination, and other applicable requirements.
• Monitor departmental activities for adherence to Bank policies, procedures, and quality‑control standards.
• Maintain accurate and complete documentation to satisfy audit, legal, regulatory, and internal review expectations.
• Stay informed of regulatory changes, industry standards, and best practices impacting loan servicing and collections.
• Completes mandatory compliance training in accordance with established deadlines.
• Uphold strict confidentiality and ensure the protection of customer information at all times.

General Expectations

• Maintain familiarity with Beneficial State Bank policies and procedures.
• Demonstrate punctual, regular, and reliable attendance.

The position performs duties specific to the position and other functions as assigned.

ROLE COMPETENCIES/SKILLS

• Attention to Detail
• Collaboration & Communication
• Diversity & Inclusion
• Execution & Ownership
• Time Management
• Financial Management
• Lending Operations
• Product & Technical Knowledge
• Reconciliation
• Dealing with Ambiguity
• Customer Service
• Change Management
• Conflict Resolution
• Operations Management
• Talent & Performance Management

ENVIRONMENT, PHYSICAL & MENTAL ACTIVITIES

• The incumbent is in a non-confined office-type setting in which they are free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc.
• The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 10 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.
• The incumbent for this position may operate any or all of the following: personal computer, cellular telephone, printer, fax, and other standard office equipment.
• The incumbent in this position must be able to accommodate reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.
• The work environment characteristics, physical and mental demands described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

POSITION REQUIREMENTS

Minimum Qualifications

• Bachelor's degree, or an equivalent combination of education and relevant work experience.
• 5 years of supervisory experience in a collections or loan‑servicing environment, ideally within a financial institution.
• Demonstrated working knowledge of the Fair Debt Collection Practices Act (FDCPA) and other regulations governing collection activities.
• Documented experience with skip tracing and effective customer and stakeholder communication across verbal and written channels.
• Ability to work independently while operating within established policies, procedures, and supervisory guidelines.
• Proven ability to provide effective customer service in high‑pressure or escalated situations.
• Knowledge and practical experience in bankruptcy, repossession processes, and standard collection workflows.
• Proficiency with Microsoft Office applications, including Word, Excel, and Outlook.
• Spanish language proficiency (required).

Preferred Qualifications

• Bachelor's degree in Business, Finance, Accounting, or a related field.
• Experience in consumer auto‑loan servicing or asset‑based lending environments.
• Prior experience working with loan servicing systems, core banking platforms, or collection management software.
• Demonstrated ability to analyze delinquency trends, portfolio performance metrics, and operational data.
• Experience developing or delivering staff training, onboarding programs, or quality‑control processes.
• Knowledge of BSA/AML, UDAAP, and other compliance frameworks relevant to loan servicing.
• Experience collaborating with legal counsel, repossession vendors, or external agencies.
• Advanced Excel skills (e.g., pivot tables, data validation, reporting automation).

Management reserves the right to change this position description at any time according to business needs.

COMPENSATION

The posted pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role but may include ranges from the different geographies where this position may be based. New employees starting pay is usually from the start of the range to approximately 25% of the max, more qualified and/or experienced employees may start near the middle of the range for their geography. We may ultimately pay more or less than this range.

Compensation for our organization is based on factors that include the role, required knowledge, skills, abilities and competencies, and candidates' relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. Our pay ranges are based on national living wage indexes, such as MITs living wage index, to enable us to pay our employees beyond what are standard practices for many employers, and also take into account geographically-specific recent compensation market survey data for each position.

BENEFITS

Beneficial State Bank's benefits include a comprehensive package designed to support you and your eligible dependents. We focus on the holistic health of our team members and promote work-life balance.

Our benefit package includes:

• Medical / Dental / Vision / Basic Life / STD / LTD
• Vacation Days: 2-4 weeks depending on role
• Sick Days: 12 days per year
• Holidays: 11 days per year
• 401(K) / ROTH / FSA / HSA / EAP
• Education and Adoption Assistance
• Bank-Wide Annual Discretionary Bonus Program
• Production-based incentive program available for some roles.
• Paid Volunteer Time: 4 days per year / annual match of qualifying employee donations
• Paid Sabbatical Program after 5 years of service
• Pet Benefits

For detailed information about our benefits, please visit http://www.beneficialstatebank.com/about-us/careers

You are welcome here at Beneficial State Bank. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, national origin, gender identity, disability or veteran status.