Job Description

Hybrid Schedule after training! 2 days remote

Position Overview

We are seeking an experienced Collections Supervisor to lead and develop a consumer-focused collections team. This role requires prior banking or credit union experience , with strong exposure to consumer lending products , including credit cards, auto loans, home equity, and mortgages (most critical). The Supervisor will oversee a team of 7 representatives, ensuring performance targets are met while fostering a culture of accountability, coaching, and continuous development.

Day-to-Day Responsibilities

• Provide daily oversight and support to a team of Collections Representatives
• Monitor calls for quality, compliance, and effectiveness, ensuring adherence to policies and performance standards
• Ensure team members are meeting productivity and quality metrics
• Prepare and report on key collections metrics and performance trends
• Handle escalated member/customer issues and support resolution of complex accounts
• Coach, mentor, and develop team members through ongoing feedback and guidance
• Conduct weekly one-on-one meetings with each direct report to review performance, goals, and development
• Partner with leadership on process improvements and initiatives to enhance collections effectiveness

Required Experience & Qualifications

• Prior Collections supervisory or leadership experience
• Banking or credit union experience is required
• Consumer collections experience including:
• Credit cards
• Auto loans
• Home equity products
• Mortgage collections (required)
• Strong coaching, mentoring, and team development skills
• Experience with call monitoring, performance management, and KPI tracking
• Strong communication skills and ability to manage escalated situations professionally

Compensation & Benefits

• 22 days of Paid Time Off (PTO)
• 11 paid holidays
• Floating holiday to celebrate your birthday
• Hybrid schedule with 2 remote days per week after training
• Full benefits package including health, vision, and dental insurance
• 401(k) with company match
• Tuition reimbursement to support continued education and career growth

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