Supervisor, Borrower Account Services

About the role

The organization operates within the borrower account services sector, focusing on the recovery and collection of borrower accounts. It addresses challenges related to managing borrower repayment, compliance with federal regulations, and customer service in a highly regulated environment. The Supervisor, Borrower Account Services leads a team responsible for borrower recovery activities. This role ensures the team meets collection goals while maintaining compliance with relevant laws and delivering quality customer service. The supervisor plays a key role in optimizing team performance, managing workflows, and addressing borrower and staff issues.

Responsibilities

• Manage daily activities of the Borrower Recovery Teams.
• Oversee Recovery Specialists and provide leadership to achieve collections goals.
• Monitor and improve quality and compliance with federal and company policies.
• Resolve borrower and team member issues.
• Review and approve compromises to maximize revenue.
• Set up and oversee dialer calling campaigns.
• Analyze reports to support collection strategies.
• Identify system inefficiencies and propose solutions.
• Coach and train team members.
• Monitor calls for compliance and quality control.
• Serve as Subject Matter Expert on system enhancements.
• Screen, interview, and select new team members.
• Ensure adherence to FDCPA and other federal regulations.
• Mentor new representatives and provide ongoing training.
• Provide feedback to management to improve processes.
• Participate in training to maintain compliance and expand knowledge.

Requirements

• High school diploma or equivalent required; Bachelor's degree preferred.
• Minimum two years supervisory experience in collections, compliance, or regulated field; student loan experience preferred.
• Thorough knowledge of FFELP regulations, Fair Debt Reporting Act, and Fair Debt Collection Practices Act.
• Ability to manage resources to achieve goals.
• Strong negotiation, writing, and analytical skills.
• Ability to work independently and under pressure.
• Knowledge of federal and state laws and regulations relevant to collections.