Collections Supervisor

Responsibilities

• Supervise, coach, and develop a team of Collections Representatives to achieve performance goals
• Monitor daily queue activity, call quality, and collector effectiveness to ensure productivity
• Conduct regular one-on-ones, performance reviews, and call monitoring sessions
• Ensure team compliance with FDCPA, FCRA, CFPB guidelines, and all applicable regulations
• Handle escalated borrower interactions and complex account situations
• Analyze collections data and reports to identify trends and recommend process improvements
• Partner with Training, Quality Assurance, and Compliance teams to support audit readiness
• Foster a positive, high-performance team culture aligned with company values

Requirements

• 2–3 years of supervisory experience in collections, loan servicing, or a related contact center environment
• In-depth knowledge of FDCPA, FCRA, CFPB regulations, and consumer lending compliance
• Proven ability to lead and motivate a team in a high-volume, performance-driven environment
• Strong analytical skills to interpret collections metrics and translate data into actionable coaching
• Proficiency with loan servicing platforms, CRM systems, and workforce management tools
• Familiarity with AI tools and a willingness to leverage them to improve efficiency

Preferred Qualifications

• Associate’s or bachelor’s degree in Business, Finance, or a related field

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Parental Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources

About the Company

Concord Servicing is a Loan Servicing fintech company dedicated to helping borrowers manage their financial obligations with clarity and respect.