Job Description
Job DescriptionWe are looking for an experienced Collections Supervisor to lead a dedicated team of professionals within the financial services industry. Based in Manchester, New Hampshire, this role is ideal for someone with a strong background in consumer lending products, including mortgages, auto loans, and credit cards. The successful candidate will play a pivotal role in achieving performance goals, fostering team development, and driving operational excellence.
Responsibilities:
• Supervise and support a team of Collections Representatives, ensuring adherence to performance standards and company policies.
• Monitor calls to evaluate quality, compliance, and effectiveness, providing constructive feedback for improvement.
• Ensure team members consistently meet productivity goals and maintain high-quality service standards.
• Analyze and report on collections metrics, identifying trends and opportunities for improvement.
• Resolve escalated customer concerns and manage complex account issues with professionalism and efficiency.
• Conduct regular one-on-one meetings with team members to review performance, set goals, and provide coaching.
• Facilitate learning and development opportunities to enhance team capabilities and individual growth.
• Collaborate with leadership to implement process improvements that optimize collections strategies.
• Promote a culture of accountability and continuous improvement within the team.
• Maintain up-to-date knowledge of consumer lending products to support team operations effectively.• Proven experience in a supervisory role within collections, ideally in banking or credit unions.
• In-depth knowledge of consumer lending products such as mortgages, auto loans, and credit cards.
• Demonstrated ability to coach, mentor, and develop team members to achieve their full potential.
• Strong communication skills and the ability to handle escalated situations with professionalism.
• Experience in call monitoring and performance management to ensure quality and compliance.
• Proficiency in analyzing collections data and identifying actionable insights.
• Familiarity with tracking systems and metrics reporting tools.
• Ability to work collaboratively with leadership to drive operational improvements.