Lead Collections Specialist

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Essential Functions and Responsibilities

• Provides daily direction and oversight to collections staff to ensure member accounts are handled promptly, professionally, and in accordance with policy and regulatory standards.
• Fosters collaboration and knowledge sharing across teams to drive efficiency and improve overall collections outcomes.
• Monitors individual and team performance to ensure daily, weekly, and monthly collection goals are achieved; provides real-time support, coaching, and guidance.
• Partners with the Collections Manager on performance management, including coaching, counseling, and corrective action as needed. Supports ongoing training initiatives and delivers refresher coaching when appropriate.
• Coordinates with workforce management to schedule all non-phone activities, such as member follow-up, coaching, training, and administrative tasks-within business guidelines.
• Drives employee engagement through recognition programs, motivational initiatives, and team-based challenges that reinforce a positive, performance-driven culture.
• Interprets and analyzes collections-related performance data, including delinquency trends, call volume, queue activity, and collector productivity to inform staffing and operational decisions.
• Monitors the collections queue throughout the day, ensuring appropriate coverage and encouraging urgency and focus during peak periods.
• Demonstrates ownership for team performance, proactively identifying barriers to success and working cross-functionally to support department and organizational goals.
• Resolves complex or escalated member account issues by partnering with relevant departments, identifying root causes, and recommending appropriate solutions.
• Remains flexible and adaptive to shifting priorities, unexpected challenges, and operational demands while maintaining focus on core responsibilities.
• Partners with training and onboarding staff to support the nesting and mentorship of new hires, accelerating their ramp-up and long-term success.
• Collaborates with Quality Assurance to identify performance trends and coaching opportunities; assists in the implementation of development plans to improve member experience and compliance.
• Assists in managing collections queues during high-volume periods to maintain service levels and support team performance.

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned.

• Must have a sound understanding of standard concepts, practices, procedures, regulations, and compliance requirements within the contact center and credit union
• Must have excellent verbal and written English communication skills
• Strong interpersonal skills required
• Must have basic personal computer skills
• Must have the ability to understand all business processes within the credit union
• Must be detail-oriented and well-organized
• Must be able to work in a general office environment
• Must be flexible and able to shift resources and priorities as required
• Must be able to complete all assignments with minimal supervision
• Must be able to resolve members' complaints and coach others
• Must have the ability to work well under pressure in a goal-oriented environment
• Should possess a strong commitment to providing excellent service to Truliant's members

• Must be able to sit at a desk for long periods of time and use a computer
• Must be able to use a telephone and wear a phone audio headset
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

• College degree or equivalent experience preferred
• 3 years previous collections experience required

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account