Collection Supervisor

Responsibilities:

1.      Agency Oversight

a.      Direct and manage day-to-day operations of collection agencies.

b.      Develop strategies to maximize recovery rates and minimize delinquency.

c.      Ensure compliance with debt collection laws, company policies, and ethical standards.

2.      Team Leadership

a.      Supervise Collection Agencies Supervisors, agents, and Quality Control (QC) specialists.

b.      Provide coaching, mentoring, and performance evaluations.

c.      Step into supervisory or quality control functions when operational needs require.

d.      Promote accountability, transparency, and continuous improvement across teams.

3.      Quality Assurance

a.      Oversee QC specialists to ensure adherence to scripts, compliance protocols, and customer service standards.

b.      Conduct audits and reviews of collection activities.

c.      Implement corrective measures to address compliance or performance gaps.

4.      Client & Stakeholder Engagement

a.      Act as the primary liaison between agencies and clients.

b.      Present performance reports and strategic recommendations to senior management.

c.      Negotiate service agreements and resolve escalated disputes.

5.      Reporting & Analysis

a.      Prepare detailed reports on recovery rates, compliance metrics, and operational efficiency.

b.      Analyze trends to identify opportunities for process improvement.

c.      Recommend technology or process enhancements to improve productivity.

Qualifications:

Experience:

• 3+ years in collections or accounts receivable.
• 3+ years in a managerial, supervisory, or quality control role within a collection agency.

Skills:

• Strong leadership and people management abilities.
• Knowledge of debt collection laws and compliance standards.
• Analytical and data-driven decision-making.
• Excellent communication and negotiation skills.
• Proficiency in collection software and reporting tools.