Collections Supervisor

Job Description

REQUIREMENTS

• Must have experience in collections
• Bilingual Spanish is preferred but not required
• Must be available to work the following shift: 10:30AM-7:00PM
• Excellent communication skills, both written and verbal
• Strong interpersonal skills with the proven ability to interact confidently and professionally with Employees and Customers
• Ability to address situations with a sense of urgency, high energy and enthusiasm
• Proven ability to coach and mentor others
• Ability to drive engagement by helping others understand a vision/purpose
• Proficiency with Microsoft Office Suite (Excel functions and formulas a plus)
• General knowledge of the Fair Debt Collection Protection Act and Telephone Consumer Protection Act
• AI-enabled tools are already part of how work gets done across our organization, and that’s only going to expand over time. We value people who are curious, adaptable, and open to learning as roles and workflows evolve

RESPONSIBILITES

• Responsible for agent growth and development
• Train team members on effective customer interaction and collection methods
• Examine team behavior and practices to provide timely constructive feedback and direction
• Motivate team members to achieve desired results
• Manage and accurately document account details and agent performance details
• Work with Progressive Customers and provide exceptional customer experiences
• Handle escalated situations for customers
• Act as the first primary responder to questions from team/department
• Ensure that service levels & saturation consistently hit expectations
• Set monthly goals for the team and communicate the action plan with direct manager
• Manage time properly to complete all administrative responsibilities

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