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16 days ago
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Requirements and responsibilities
As a Collections Sr. Supervisor, you will oversee a Collections team in a fast-paced performance based environment. You will lead, coach, and motivate a team of collection specialists to maximize recoveries and maintain excellent customer experience. The ideal candidate blends exceptional leadership skills with strong negotiation abilities and deep knowledge of collection laws. The Sr. Supervisor will facilitate the daily operational responsibilities of the Collections Team. As a Collections Sr. Supervisor you will facilitate daily workload, meeting daily processing requirements, handling escalations, research, and training.JOB RESPONSIBILITIESLead a high-performance team by analyzing operational data, tracking agent metrics, and delivering targeted, constructive feedback to drive continuous improvement.Conduct interviews and training for new hires, imparting collections best practices to quickly ramp up production and team efficiency.Identify Performance & Skill Gaps: Analyze team metrics, call recordings, and quality assurance data to pinpoint specific coaching and training opportunities for the team.Support and guide the team through all collections and recovery processes, ensuring strict adherence to internal policies and regulatory standards.Handle customer escalations, account research, and resolution of sensitive account issues.Manage and track collections accounts, loss mitigation negotiations, and debt settlement accounts to maximize recoveriesCollaborate effectively with cross-functional teams to streamline loss mitigation processes, improving overall efficiency and reducing turnaround times.Assist in the development and establishment of Standard Operating Procedures (SOPs) and collections strategies.REQUIREMENTSExcellent knowledge of end-to-end collections, loss mitigation strategies, and asset recovery protocols.Ability to assess performance data, identify trends, and translate analytics into actionable, effective recovery tactics for the team.Strong understanding of relevant state and federal collection laws and compliance regulations (e.g., FDCPA, TCPA).Exceptional ability to lead, mentor, and motivate a diverse team, fostering a high-performance, growth-oriented culture.EDUCATION & EXPERIENCE5+ years of experience in collections, loss mitigation and financial recovery environments3+ years of direct supervisory or management experience leading high-performance teams
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