• Lead and manage a team of 2–5 Collections Associates • Own end-to-end collections operations (inbound & outbound follow-ups, payment tracking, dispute resolution) • Drive improvements in: • Collections efficiency • Recovery rates • Turnaround time on open invoices • Set, track, and optimize team performance metrics • Manage customer and vendor communication for payment recovery • Handle escalations and resolve complex or sensitive cases • Build and improve collections workflows, systems, and SOPs • Collaborate cross-functionally with Finance, Sales, and Operations • Ensure accurate reporting of daily, weekly, and monthly collections data

• Perform call overflow, suspense reporting, client relations follow-up, and other duties assigned by a supervisor • Handle calls related to delinquency in accordance with government, investor, and client guidelines to prevent foreclosure and financial losses to the investor • Assist with daily team meetings by discussing issues brought to management’s attention through emails, listening to calls, conversations on the floor, or performing monitoring to improve/clarify processes • Respond to agent questions within the Floor Center • Review Collections General voicemail daily • Review COLCSH tasks and respond with cash posting instructions through task • Review Formstorm, submitting directions through the application, advising clients of payment received and status of loan • Perform Skip Trace Tasks as needed using web sources and update loans with discovered information • Review received e-Faxes and submit research and/or reversals to cash departments • Complete COLESC tasks by reviewing loan for issue and respond to the respective agent if additional information is needed • Handle escalated calls, noting issues with client’s loan and submit task for additional work if needed • Receive/review paper Loss Mitigation Escalation forms; forward to ALD for review before forwarding to the Loss Mitigation Supervisor • Review email from departments that require follow-up, calls to borrower, and/or emails to clients as needed for resolution or clarification of issue; respond to original department with resolution • Assist with call monitoring • Respond to Footprints Tickets from Client Relations that require follow-up within 24 hours • All other duties as assigned

By dedicating structured time to both production and leadership, this position strengthens operational efficiency, improves delinquency management, and enhances member experience. This position requires a strategic balance of frontline engagement and leadership responsibilities, with 25% of time dedicated to scheduled and blocked phone time. Phone Time (25%) - Engage in scheduled and blocked outbound/inbound calls to maintain firsthand insight into member interactions. - Modelling best practices in communication and collections strategy. - Maintain a call standard equivalent to the team’s goal, ensuring personal performance aligns with expectations set for the team. Quality & Performance Oversight - Conduct regular call reviews and account audits to ensure compliance and effectiveness. - Deliver coaching and feedback sessions tailored to individual performance metrics. - Monitor and manage delinquency trends, implementing corrective strategies as needed. Employee Development - Create and execute development plans for team members to foster growth and career progression. - Identify training needs and provide ongoing support for skill enhancement. Leadership & Communication - Host team meetings and training sessions to ensure consistent messaging and alignment with company goals. - Relay expectations clearly and hold employees accountable to performance and behavioral standards. - Stay informed on industry trends, regulatory changes, and best practices to guide team strategy. Knowledge, Skills, and Abilities: - Proven experience in collections or call center leadership. - Strong analytical skills and attention to detail. - Excellent communication and interpersonal abilities. - Ability to coach, mentor, and inspire a team. - Familiarity with compliance standards and industry regulations. Education and Experience: - Four years Marine Credit Union Collections experience - Experience with collection laws and regulations (e.g., FDCPA, state specific compliance) - Familiarity with collection software, and Microsoft Office Suite - Proven ability to manage individual performance, set goals, and implement process improvements - High School Diploma or GED (minimum requirement). Physical Requirements (with or without accommodation): - Long periods of sitting will occur regularly. - Occasional lifting and/or moving 15 lbs. or less. - Use of a computer and telephone required. - Occasional bending, stooping, or crouching may be required. This job description is not a complete statement of all duties and responsibilities comprising this position.

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car. Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment. Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service. Job Description Job Summary: The Bankruptcy Specialist 1 will be responsible for reviewing and monitoring potential bankruptcy customers that have been identified through calls placed/received, Electronic Bankruptcy Notifications, and/or Filing notifications received through the Bankruptcy Servicer. The Bankruptcy Specialist 1 is responsible to facilitating Bankruptcy protection and coding, cancelation of repossession assignments and sales as well as Bankruptcy case servicing. The Bankruptcy Specialist I is responsible to handle customer, attorney, trustee and bankruptcy servicer calls in accordance with Quality Assurance requirements, as well as State and Federal regulations. Review and facilitation of customer correspondence where applicable will be handled. Job Duties: - Handle and process assigned volume within Bankruptcy functions for appropriate handling within established SLA and quality requirements - Complete review of and code accounts appropriately based on potential and actual bankruptcy notifications received through Electronic Bankruptcy Notifications, correspondence and calls - Service Potential and Protected Bankruptcy calls within established call handling, quality assurance and correspondence requirements - Complete end to end Bankruptcy functions with accuracy and timeliness and in compliance with Bankruptcy regulations, policy and procedure - Assist other departments, bankruptcy trustees, bankruptcy attorneys as well as the Bankruptcy Servicer as needed - Other duties as assigned Education and Work Experience: - High school diploma or equivalent. - One (1) year of experience in servicing center environment - Experience in Bankruptcy regulations and processes preferred - Knowledge of Bankruptcy process, regulations, requirements and structure preferred - General knowledge of collections policies and procedures and the Fair Debt Collection Practices Act (FDCPA). - Established verbal and written communication skills. - Working knowledge of Microsoft Office Suite, including Excel and Word. - Ability to maintain confidentiality - Adaptable to changes within a face paced environment #LI-Remote Exeter Finance LLC is an Equal Opportunity Employer. Individual compensation packages are based on various factors unique to each candidate including skill set, experience, qualifications and other job-related reasons. 19.50 USD-$24.00