The Collections Supervisor assists in training, evaluates and monitors on-the-job performance of staff responsible for third party collections. The Collections Supervisor also ensures that the Collectors are meeting production goals and complying with company standards as well as federal collection laws.
Collections Supervisor Job Duties:
Effectively manage and supervise group of 12-18 telephone representatives
Past and current ability to train, coach and develop company training materials
Monitor floor activity and both outbound and inbound calls to assist employees/ customers
The ability to diffuse and take over escalated calls while demonstrating the ability to find amicable resolutions with the customer
The ability to effectively prioritize tasks and responsibilities for both themselves and their collection team
Knowledge and understanding of all Federal, State, Local laws and regulatory requirements in the collection industry
Ensure and monitor that company policies, procedures, quality and compliance are being applied.
Ability to effectively communicate expectations, consequences as directed by management
Other duties assigned by management
Key Competencies:
Effective written and verbal communication skills
Independent problem solving analysis and decision-making skills
Great attention to detail and accuracy
Ability to maintain confidentiality
Proficient knowledge of relevant computer programs such as MS office
Possess a high level of professionalism
Must be punctual and dependable
Education and Experience:
Previous collections management experience is required