The Collection Supervisor owns the daily performance of an assigned collection team. This leader converts company revenue goals into clear daily execution, develops collectors through disciplined coaching, protects the consumer and client experience, and ensures every account is worked in accordance with company policy and applicable law. Success is measured by revenue performance, collector productivity, quality, compliance, attendance, development, and the supervisor’s ability to create a team that consistently raises the standard.
Own achievement of assigned team revenue and performance goals; Provide second talk-offs, negotiation support, escalations, and real-time assistance on difficult accounts.
· Ensure collectors follow the approved daily agenda, campaign strategy, account priorities, and work
Coaching, Accountability & Talent Development
· Coach collectors consistently using account reviews, call observations, production data, and documented
performance trends.
· Conduct regular one-on-ones and team meetings focused on skill development, complaint prevention,
performance, and execution.
· recognize strong performance and address performance gaps without
Complete performance reviews/report cards and administer corrective action fairly and consistently in
partnership with management and Human Resources.
· Cross-train staff and build bench strength so the operation can maintain coverage and performance
Workforce & Daily Operations
· Schedule staff to maintain required coverage and business continuity.
· Review and approve or deny timesheets and PTO requests in accordance with company policy.
· Maintain accurate supervisory records, coaching documentation, attendance records, and performance
Analysis, Forecasting & Management Reporting
· Track collector progress daily and provide timely reporting requested by management.
· Use performance data to identify trends, outliers, coaching opportunities, and process improvements.
· Compliance, Quality & Consumer Experience
· Review accounts and collector activity to ensure compliance with company policy, client requirements,
Monitor calls and other consumer interactions for quality, professionalism, accuracy, and compliance.
· Conduct or reinforce training on company requirements, client requirements, FDCPA expectations, and
Assist with consumer complaints and escalations; documented accurately, and escalated when required.
· Never trade compliance or consumer treatment for short-term production
review individual performance; complete targeted call/account reviews; Bi-Weekly: Review sustained performance trends and development needs; calibrate expectations with Operations leadership.
Complete report cards/performance reviews; identify top performers, at-risk performers, and next-month priorities.
The Collection Supervisor is expected to make timely day-to-day decisions regarding work prioritization, staffing coverage, coaching, account escalations, production recovery actions, and application of established policies. Decisions involving significant employee relations matters, exceptions to policy, material client commitments, legal/compliance interpretation, or actions outside delegated authority must be escalated to the appropriate leader. The supervisor is accountable for identifying risk early and bringing forward a recommended course of action.
Bachelor’s Degree
X Other (specify) High School Diploma
For TECHNICAL POSITIONS, include essential software or hardware experience .
High school diploma or equivalent.
· Minimum one year of collection and/or banking experience.
· Proficiency working in a Windows environment and with Microsoft Office products.
· The Collection Supervisor is expected to be visible, engaged, data-driven, and accountable for both the results of the team and the manner in which those results are achieved. Meeting expectations requires consistent execution across revenue, people leadership, compliance, quality, and operational discipline - not strength in only one area. Revenue incentive opportunity does not reduce or replace the supervisor’s obligation to meet compliance, quality, people-leadership, and operational standards.
Strong coaching, feedback, conflict-resolution, and performance-management skills.
· Ability to interpret production data, forecast results, recognize trends, and act before performance
misses become permanent.
· Clear written and verbal communication with collectors, peers, leaders, clients, and support teams.
· Comfort operating in a performance-driven environment where accountability, continuous
COMPENSATION & MONTHLY PERFORMANCE INCENTIVE
Monthly Performance Incentive: The Collection Supervisor is eligible to earn a monthly performance incentive equal to 0.5% (0.005) of eligible revenue generated by the supervisor's assigned collection team or business unit, subject to the terms of the applicable GRC incentive plan.
The incentive is designed to align supervisor compensation with team revenue performance while preserving accountability for compliant, professional, and disciplined leadership.
The supervisor must remain in good standing and satisfy GRC leadership, compliance, quality, reporting, coaching, attendance-management, and performance-management expectations to remain e))
Own achievement of assigned team revenue and performance goals; Provide second talk-offs, negotiation support, escalations, and real-time assistance on difficult accounts.
· Ensure collectors follow the approved daily agenda, campaign strategy, account priorities, and work
Coaching, Accountability & Talent Development
· Coach collectors consistently using account reviews, call observations, production data, and documented
performance trends.
· Conduct regular one-on-ones and team meetings focused on skill development, complaint prevention,
performance, and execution.
· recognize strong performance and address performance gaps without
Complete performance reviews/report cards and administer corrective action fairly and consistently in
partnership with management and Human Resources.
· Cross-train staff and build bench strength so the operation can maintain coverage and performance
Workforce & Daily Operations
· Schedule staff to maintain required coverage and business continuity.
· Review and approve or deny timesheets and PTO requests in accordance with company policy.
· Maintain accurate supervisory records, coaching documentation, attendance records, and performance
Analysis, Forecasting & Management Reporting
· Track collector progress daily and provide timely reporting requested by management.
· Use performance data to identify trends, outliers, coaching opportunities, and process improvements.
· Compliance, Quality & Consumer Experience
· Review accounts and collector activity to ensure compliance with company policy, client requirements,
Monitor calls and other consumer interactions for quality, professionalism, accuracy, and compliance.
· Conduct or reinforce training on company requirements, client requirements, FDCPA expectations, and
Assist with consumer complaints and escalations; documented accurately, and escalated when required.
· Never trade compliance or consumer treatment for short-term production
review individual performance; complete targeted call/account reviews; Bi-Weekly: Review sustained performance trends and development needs; calibrate expectations with Operations leadership.
Complete report cards/performance reviews; identify top performers, at-risk performers, and next-month priorities.
The Collection Supervisor is expected to make timely day-to-day decisions regarding work prioritization, staffing coverage, coaching, account escalations, production recovery actions, and application of established policies. Decisions involving significant employee relations matters, exceptions to policy, material client commitments, legal/compliance interpretation, or actions outside delegated authority must be escalated to the appropriate leader. The supervisor is accountable for identifying risk early and bringing forward a recommended course of action.
Bachelor’s Degree
X Other (specify) High School Diploma
For TECHNICAL POSITIONS, include essential software or hardware experience .
High school diploma or equivalent.
· Minimum one year of collection and/or banking experience.
· Proficiency working in a Windows environment and with Microsoft Office products.
· The Collection Supervisor is expected to be visible, engaged, data-driven, and accountable for both the results of the team and the manner in which those results are achieved. Meeting expectations requires consistent execution across revenue, people leadership, compliance, quality, and operational discipline - not strength in only one area. Revenue incentive opportunity does not reduce or replace the supervisor’s obligation to meet compliance, quality, people-leadership, and operational standards.
Strong coaching, feedback, conflict-resolution, and performance-management skills.
· Ability to interpret production data, forecast results, recognize trends, and act before performance
misses become permanent.
· Clear written and verbal communication with collectors, peers, leaders, clients, and support teams.
· Comfort operating in a performance-driven environment where accountability, continuous
COMPENSATION & MONTHLY PERFORMANCE INCENTIVE
Monthly Performance Incentive: The Collection Supervisor is eligible to earn a monthly performance incentive equal to 0.5% (0.005) of eligible revenue generated by the supervisor's assigned collection team or business unit, subject to the terms of the applicable GRC incentive plan.
The incentive is designed to align supervisor compensation with team revenue performance while preserving accountability for compliant, professional, and disciplined leadership.
The supervisor must remain in good standing and satisfy GRC leadership, compliance, quality, reporting, coaching, attendance-management, and performance-management expectations to remain e))
Collections Supervisor (Mason) in mason at Unknown Company
This position is listed as full time and onsite.