Consumer Collections Supervisor

ARMStrong Insurance Services is the leading and most trusted name in debt recovery and financial solutions, with a track record of excellence and reliability serving businesses across various industries for decades. As the parent company of Brown & Joseph, Paragon, and SubroIQ, we provide specialized expertise in debt management and financial services.

About the role

We are seeking a Consumer Collections Supervisor to lead a team of 10–15 debt collectors, ensuring strong performance, regulatory compliance, and client satisfaction.

Responsibilities

• Supervise, coach, and develop collectors; monitor performance metrics (calls, contacts, payment promises, collections, recovery rates).
• Conduct coaching sessions and performance reviews.
• Ensure adherence to debt collection regulations (FDCPA, TCPA, Regulation F, and state laws).
• Review calls for quality and compliance; properly manage sensitive accounts (bankruptcy, deceased, attorney-represented, cease-and-desist).
• Handle consumer complaints and maintain audit-ready documentation.
• Oversee multiple client portfolios, enforce client-specific collection guidelines, monitor portfolio performance, and identify issues impacting client relationships.
• Prepare regular performance reports and support client and compliance audits.
• Collaborate with Compliance, Legal, IT, and Client Services on operational issues.
• Assist with licensing and regulatory requirements.

Requirements

• 3–5+ years of consumer collections experience, with at least 2+ years in third-party/agency collections (not first-party/in-house).
• 1–2+ years in a lead, senior collector, or supervisory role.
• Strong working knowledge of FDCPA, TCPA, Regulation F, FCRA, and state collection agency licensing requirements.
• Proficiency in Excel and client reporting/scorecard formats.
• Bilingual (Spanish/English) optional.

Benefits

• Annual salary of $55,000 plus quarterly bonus opportunities.
• Health, dental, vision, life, and disability coverage options.
• 401(k) retirement plan with company matching and immediate vesting.
• Generous paid time off policy (18 days) and 9 paid holidays.