Supervisor, Collections Operations (R13291)

JOB OVERVIEW

Collections LOB primary responsibility is to collect unpaid debts on delinquent loans and provide general servicing assistance to members with an unsecure/secure personal, via outbound and inbound phone calls. This role entails managing a team of agents and ensuring team results align with the company's goals and objectives while delivering high quality results. The collections supervisor’s role is responsible for the day-to-day activity and development of a group of agents within a call center environment. This position requires a high degree of leadership, coaching and development skills and problem solving.

This position is hybrid in nature, requiring remote work and on-site presence as needed.

RESPONSIBILITIES

• Lead, coach, and develop a team of collection agents to achieve performance goals and maintain service quality.
• Track and analyze key performance indicators (KPIs), including delinquency rates, roll-back/forward rates, recovery rates, promise-to-pay conversion, tool enrollment rates, and first-call resolution rates, ensuring targets are consistently met or
• Monitor agent occupancy and utilization rates to ensure optimal productivity and identify efficiency improvements.
• Develop and implement strategies to meet KPI targets while ensuring compliance with all regulations.
• Maintain up-to-date knowledge of legal and compliance requirements (e.g., FDCPA, UDAAP, TCPA) and ensure all team activities align with these
• Conduct regular performance reviews with agents, establishing clear development
• Recognize and reward high-performing team members to foster motivation and
• Implement call calibration sessions to ensure consistency and alignment in negotiation call flows.
• Partner with the Senior Supervisor of Operations to ensure alignment with corporate policies and procedures.
• Oversee day-to-day call handling processes; step in to handle calls when

REQUIREMENTS

• Bilingual in English and Spanish (required).
• Minimum of one year’s experience in a It is a critical requirement.
• Managing and analyzing key operational metrics (collections). Is a must
• Strong instructional, facilitation, and presentation
• Proven ability to build strong working relationships and communicate effectively across all organizational levels.
• Must be a collaborative team player, able to contribute positively to group dynamics and shared goals.
• Experience using KPIs and business metrics to inform training strategies and
• Strong time management and organizational skills; must be able to work well under pressure and meet deadlines.

Required Knowledge & Skills

• Proficiency with CRM systems and accurate typing skills.
• Solid knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Strong organizational, leadership, and problem-solving abilities.

Why Join Us?

As a Collections Supervisor, you’ll have the opportunity to make a direct impact by supporting your team’s growth, improving processes, and ensuring members receive the highest level of service. If you thrive in a dynamic environment and are passionate about leading others to success, we’d love to hear from you.