Job Description
JOB TITLE: COLLECTIONS SUPERVISOR
DEPARTMENT: Collection Services
JOB TYPE: Full-time
SALARY: May vary based on experience.
Efficiently recover payments, negotiate plans, and resolve billing issues with precision. Join us for impactful work in financial recovery alongside our amazing team of collectors.
BENEFITS:
- Health Insurance
- Life Insurance
- Accidental Death & Dismemberment Insurance
- Paid Time Off
- 11 Paid Holidays
- Flexible Spending Account
- Dental Insurance
- Vision Insurance
- 401(k) Savings with 6% company match
Mission
The mission of the United Solutions Company is to host quality products and services using the best of breed technology, with an emphasis on service and collaboration, to help our customers remain competitive and profitable.
Job Summary As a Collections Supervisor at United Solutions Company, you will be responsible for leading and managing a team of 5-10 collection professionals. You will play a critical role in driving the performance and productivity of the team while ensuring adherence to regulatory guidelines, company policies, and industry best practices. This position requires strong leadership skills, strategic thinking, and a passion for motivating and developing team members to achieve success.
Responsibilities: - Lead and manage a team of 10-20 collections professionals, providing guidance, coaching, and support to ensure the achievement of individual and team goals.
- Hiring, training, coaching, and professional development of team members
- Responsible for managing daily/weekly schedules. Managing timecards, PTO, maximizing staffing during peak collections hours, and adherence to HR policies regarding timecard management for team members.
- Ensuring adequate coverage for all clients when team member(s) are absent, on PTO, or positions are vacant.
- Develop and implement strategies to optimize collections performance, including setting targets, monitoring key performance indicators (KPIs), and implementing process improvements.
- Meet with each team member a regularly for 1-on-1’s to discuss work performance, areas of focus, coaching, training, and success stories.
- Hold weekly meetings with the entire team to discuss trends, training, compliance, areas of focus, and success stories.
- Conduct regular performance evaluations, provide feedback, and identify opportunities for skill development and training to enhance team effectiveness.
- Foster a positive and collaborative work environment, promoting teamwork, open communication, and a culture of accountability and continuous improvement.
- Manage workflow distribution, prioritization, and resource allocation to maximize efficiency and productivity within the team.
- Ensure compliance with all relevant laws, regulations, and company policies governing debt collection practices, including fair debt collection practices and consumer protection laws.
- Analyze trends and metrics to identify areas for improvement and implement corrective actions as needed to address performance gaps.
- Serve as a point of escalation for complex customer inquiries, complaints, and disputes, collaborating with internal departments and stakeholders to resolve issues promptly and effectively.
- Prepare and present regular reports and updates on teams’ collections performance.
- Stay informed about industry developments, emerging trends, and best practices in debt collection and regulatory compliance, incorporating relevant insights into team strategies and operations.
- Monitor and recommend accounts for repossession, charge-off, legal action, or credit union review.
Qualifications: - High school diploma or equivalent required; Associate’s or Bachelor's degree in finance, business administration, or related field is strongly preferred.
- Minimum of three (3) of experience in collections, contact center, customer service, or other related fields, preferably in a financial services or collections agency environment. Bachelor’s degree or higher may count toward years of experience.
- Proven leadership experience, with a track record of successfully managing delinquency.
- Strong understanding of debt collection practices, regulatory compliance requirements, and industry standards.
- Excellent communication, interpersonal, and negotiation skills, with the ability to effectively motivate and inspire team members.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions to optimize collections performance.
- Proficiency in using computer systems, collections software, and Microsoft Office Suite.
- Demonstrated ability to work under pressure, prioritize tasks, and meet deadlines in a fast-paced environment.
- Most recent annual review score of 3.5 or higher (if applicable for internal applicants).
Job Tags
Full time, Work at office, Flexible hours,