Collections Supervisor

Essential Duties and Responsibilities

• Manage the Recovery Operations staff by providing supervision, mentoring, and training in areas such as call center scripting and talk-offs.
• Review, audit, and coach the team’s daily tasks, including coding, writing, collection efforts, and phone calls.
• Collaborate with other departments within the firm to maintain operating procedures and work instructions to successfully meet the goals of the Firm.
• Maintain strong knowledge of firm and client requirements and expectations to apply to team and departmental efforts.
• Absorb and implement regular client audits and make necessary changes.
• Regularly monitor client portfolios and develop work-direction recommendations.
• Suggest areas of improvement in various processes and procedures to improve collections results.
• Produce and submit internal and client reports for distribution amongst employees, Creditor’s Rights’ staff, and clients.
• Communicate in a thoughtful, respectful and productive manner with consumers on standard and escalated calls.
• Aid in the hiring and training process of new collections employees.
• Comply with the application of FDCPA, local and state consumer protection laws, and client requirements.
• Foster and maintain a positive work culture, environment, and morale amongst the collections staff.

Knowledge, Skills, and Abilities

• Bachelor’s degree in business administration, or other related field from an accredited college or university.
• Minimum of five years of experience in call center management for credit card or lending collections.
• Legal collections experience preferred.
• Bilingual in English and Spanish preferred.
• Ability to work flexible hours or overtime when needed, as determined by the Collections/Recovery Operations Manager or Managing Partner.
• Experience in process improvement with strong oral and written communication skills.
• Working knowledge of debt collection laws and regulations, FDCPA, and state consumer protection laws.
• Strong ability to perform standard front-line collections duties.
• Ability to work professionally and courteously with debtors, team members, and clients.
• Excellent coaching and mentoring skills in developing staff.
• Ability to process large volume of work and multi-task in an efficient and precise manner.
• Detail-oriented with strong decision-making skills.