What are the responsibilities and job description for the Collections Supervisor position at Beyond Green Solutions?
Overview
The Collections Supervisor is responsible for leading the day-to-day activities of the Collections Specialists while ensuring a high level of customer service, compliance, and collection performance. This role serves as the primary resource for training, coaching, mentoring, and supporting collection staff while handling escalated consumer interactions and assisting with complex collection matters.
The Collections Supervisor leads by example, demonstrating effective communication, empathy, negotiation skills, and professionalism. This individual works closely with the Collections Manager to implement departmental goals, improve employee performance, and maintain compliance with all federal, state, and client requirements.
Excellent leadership, communication, and coaching skills are essential, along with the ability to remain calm and professional in difficult situations.
Responsibilities
- Supervise the daily workflow of assigned Collections Specialists.
- Provide onboarding and ongoing training for new and existing collection staff.
- Mentor and coach team members to improve collection techniques, customer service, and compliance.
- Conduct regular one-on-one coaching sessions and provide constructive feedback.
- Monitor call quality through live monitoring and recorded call reviews.
- Handle escalated consumer calls and resolve complex collection issues.
- Assist collection staff with negotiations, payment arrangements, disputes, and difficult accounts.
- Ensure compliance with FDCPA, HIPAA, client requirements, and company policies.
- Reinforce departmental policies, procedures, and approved collection scripts.
- Monitor individual productivity and quality metrics and recommend improvement plans.
- Identify training opportunities based on call audits, quality reviews, and performance trends.
- Assist the Collections Manager with implementing new procedures and operational improvements.
- Encourage employee engagement and foster a positive, team-oriented work environment.
- Maintain accurate documentation of coaching, training, and employee development activities.
- Serve as acting department lead in the absence of the Collections Manager.
- Perform collection activities as needed to support department goals.
- Other duties as assigned.
Experience
- Minimum of 3 years of collection experience, preferably in a leadership or senior collector role.
- Demonstrated success in debt collection, negotiation, and customer service.
- Previous experience training, mentoring, or coaching employees preferred.
- Strong understanding of FDCPA, state collection laws, and industry best practices.
- Experience reviewing call recordings and providing performance feedback.
- Working knowledge of Microsoft Office and collection software.
- Excellent verbal and written communication skills.
- Strong conflict resolution and problem-solving abilities.
- Ability to motivate, develop, and hold employees accountable.
- High school diploma required; associate's degree or higher preferred.
Key Skills and Competencies
- Leadership
- Coaching and mentoring
- Communication skills
- Active listening
- Conflict resolution
- Negotiation
- Decision making
- Problem solving
- Attention to detail
- Accountability
- Time management
- Team building
- Emotional intelligence
- Stress tolerance
- Adaptability
- Integrity and professionalism
Pay: $18.00 - $25.00 per hour
Benefits:
- Paid sick time
- Paid time off
- Paid training
Work Location: In person
Salary : $18 - $25