Collections Supervisor

Responsibilities

• Supervise, coach, and develop a team of Collections Representatives to achieve individual and team performance goals
• Monitor daily queue activity, call quality, and collector effectiveness to ensure productivity and compliance standards are met
• Conduct regular one-on-ones, performance reviews, and call monitoring sessions to provide timely feedback and support team development
• Ensure the team operates in full compliance with FDCPA, FCRA, CFPB guidelines, and all applicable federal and state regulations
• Handle escalated borrower interactions and complex account situations that require supervisory judgment and resolution
• Analyze collections data and reports to identify trends, address performance gaps, and recommend process improvements
• Partner with Training, Quality Assurance, and Compliance teams to support onboarding, ongoing learning, and audit readiness
• Foster a positive, high-performance team culture aligned with Concord's values of respect, integrity, and borrower-first service
• Manage projects as needed, adapting priorities to meet evolving business needs

Requirements

• 2-3 years of supervisory experience in collections, loan servicing, or a related contact center environment
• Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks
• In-depth knowledge of FDCPA, FCRA, CFPB regulations, and consumer lending compliance requirements
• Proven ability to lead, motivate, and develop a team in a high-volume, performance-driven environment
• Strong analytical skills with the ability to interpret collections metrics and translate data into actionable coaching and strategy
• Proficiency with loan servicing platforms, CRM systems, and workforce management tools
• Associate's or bachelor's degree in Business, Finance, or a related field preferred; equivalent experience will be considered