Collections Supervisor

Responsibilities

• Drive daily performance in the Collections Department toward exceptional results
• Coach and motivate the team while monitoring calls to maintain high standards
• Handle supervisor-level calls and manage challenging customer conversations
• Approve repayment and payment plan arrangements
• Partner with leadership on hiring, training, scheduling, and departmental initiatives

Requirements

• Experience motivating, developing, and holding a team accountable
• Strong communication skills for coaching and de-escalating tense calls
• Ability to remain calm under pressure and manage shifting priorities
• Proficiency in Microsoft Excel, Word, and general business software

Preferred Qualifications

• Bilingual or multilingual capabilities
• Fluency in Spanish and/or Portuguese

Benefits

• Medical coverage with multiple plan options (HSA and traditional)
• Dental and vision plans
• Discounted childcare
• Pet insurance
• Paid time off
• 401(k) with employer match
• Sit/stand adjustable desks

About the Company

First National Bank of America is a nationwide leader in non-QM mortgage lending. We underwrite and service every loan we originate in-house to build lasting relationships and provide customized approaches for our clients.