Supervisor Collections

About The Role

The primary responsibility of this role is to assist the Director in leading the day-to-day operations of a Collections Call Center, ensuring team performance meets departmental goals while maintaining compliance with all applicable regulations and internal performance standards.

• Provide escalation-level support and respond to complex inquiries by diagnosing issues and driving timely resolution.
• Monitor calls and provide coaching to improve quality, compliance, and overall performance.
• Support applications and IT hardware/software used by the collections team.
• Perform problem recognition, research, isolation, and resolution; coordinate with internal and external partners (including product development and software/hardware vendors) as needed.
• Manage daily team activities to meet or exceed monthly departmental goals and budget objectives.
• Ensure accounts are handled and collected in compliance with applicable laws, regulations, and internal standards.
• Coach, motivate, monitor, and provide ongoing performance feedback and technical assistance to drive productivity.
• Identify process gaps and implement solutions to improve efficiency and results.
• Develop alternative solutions and meet deadlines in a fast-paced, real-time environment.

What You Will Need To Have

• A high school diploma or equivalent.
• A minimum of 3 years of experience in collections, recovery, or a customer service environment.

What Would Be Great to Have

• A minimum of 2 years of supervisory experience in a third or first party collections environment.
• A working knowledge of Quality Assurance and call monitoring processes; proficiency with PowerPoint preferred.
• An associate degree.
• A working knowledge of collections laws and regulations.