What are the responsibilities and job description for the Collections Supervisor position at HNE?
Job description:
About the Role
We are seeking an experienced Collections Supervisor to help lead and grow a multi-state consumer collections operation. This role is ideal for a compliance-focused collections professional who enjoys coaching teams, improving processes, and driving operational success in a fast-paced, regulated environment.
Responsibilities
- Supervise, coach, and train collections staff while setting clear performance expectations and goals.
- Oversee daily collections operations and ensure accurate documentation and account handling practices.
- Support compliance initiatives including call quality monitoring, complaint resolution, dispute handling, and procedure updates.
- Coordinate workflows and vendor relationships such as skip tracing, letter vendors, and process support services as needed.
- Track key performance metrics and identify opportunities to improve efficiency, quality, and team performance.
- Assist with developing and refining policies, procedures, scripts, training materials, and operational best practices.
- Collaborate with leadership to support the continued growth and scalability of the collections function.
Qualifications
- 5 years of consumer collections experience, including experience working across multiple states.
- Previous leadership or supervisory experience within a collections environment.
- Strong understanding of compliance standards and regulated collections practices.
- Experience using collections or case management software and performance reporting tools.
- Excellent communication and interpersonal skills with a professional and customer-focused approach.
- Strong organizational skills and attention to detail in a high-volume environment.
Preferred Qualifications
- Experience supporting litigation-related collections or post-judgment processes.
- Experience building or expanding collections operations, including training, QA, or process development.
- Background working in a professional services or legal-related environment preferred.