What are the responsibilities and job description for the Call Center Collections Supervisor position at Source Receivables Management?
Join Our Growing Team at Source Receivables Management!
We are currently seeking a motivated Collection Supervisor to lead a team of collection agents in achieving collection goals in a professional, compliant, and performance-driven environment. This role is critical to the success of our collection operations and requires strong leadership, industry knowledge, and a commitment to excellence in service and compliance.
Key Responsibilities:
- Team Supervision:
- Supervise and manage a team of collection agents.
- Monitor daily activities to ensure compliance with agency policies and legal regulations.
- Set daily, weekly, and monthly goals and track performance metrics.
- Training & Development:
- Train on collection and negotiation techniques, compliance protocols, and collection system as required.
- Provide ongoing coaching and support to enhance agent productivity and professionalism.
- Performance Management:
- Conduct regular one-on-one meetings and performance reviews with team members and provide feedback.
- Recognize strong performance and address performance issues with documented improvement plans.
- Compliance and Quality Assurance:
- Ensure team adheres to all applicable laws (FDCPA, FCRA, etc.).
- Review calls for quality assurance and compliance.
- Reporting:
- Generate and analyze daily/weekly reports on collections, promises to pay, and agent performance.
- Report any issues or irregularities to senior management promptly.
- Problem Resolution:
- Handle escalated consumer calls and resolve complaints or disputes effectively.
- Collaborate with compliance team when necessary.
Qualifications:
- High school diploma or equivalent (Associate's or Bachelor's degree preferred).
- 1-2 years of experience in collections or related experience.
- Knowledge of collection laws, practices, and regulatory compliance (e.g., FDCPA, FCRA, TCPA).
- Strong leadership, coaching, and interpersonal skills.
- Excellent communication and negotiation skills.
- Proficiency in collection software and Microsoft Office (Excel, Word, etc.).
Preferred Attributes:
- Bilingual (English/Spanish) a plus.
- Experience in third-party collections or a collection agency environment.
- Familiarity with FACS Collection Software and Livevox Contact Management Systems.
Equal Opportunity Employer:
Source Receivables Management is an Equal Opportunity Employer, and we welcome candidates from all backgrounds to apply. We are a Certified Woman Owned Enterprise.
Salary : $18 - $20