Collections Operations Supervisor

This is a fully remote position, open to applicants in Iowa, +2 more states.

📋 Description

• Oversee daily operations of the Collections team by monitoring queue activities and prioritizing tasks.

• Achieve departmental service levels and performance objectives.

• Collect, analyze, and present collections data to management.

• Track team performance metrics, identify trends or deficiencies, and suggest strategies for improvement.

• Train, coach, mentor, and provide hands-on support to collections specialists.

• Review and ensure accurate and complete account documentation that complies with investor and regulatory standards.

• Conduct annual performance evaluations and ongoing assessments of team members.

• Establish individual goals that align with employee development and business objectives.

• Assist in hiring and onboarding processes by participating in interviews, evaluating skills and cultural compatibility, and aiding in selection and integration.

• Undertake special projects, audits, and analyses as needed.

• Handle escalated or high-risk collection cases to ensure customer-focused resolutions.

• Promote adherence to investor, regulatory, and company standards, along with continuous process enhancements.

⛳️ Requirements

• Bachelor’s degree or an equivalent combination of education and experience.

• 3-5 years of experience in mortgage servicing and collections.

• At least 2 years of proven experience in a leadership or supervisory capacity.

• In-depth understanding of collections procedures, best practices, and regulatory obligations, including state and federal Fair Debt Collection laws.

• Familiarity with the U.S. Bankruptcy Code and associated bankruptcy procedures and regulations.

• Proven leadership, coaching, and mentoring capabilities.

• Excellent verbal and written communication skills, along with strong active listening and problem-solving abilities.

• Ability to analyze and interpret moderate to complex account issues and make sound, informed decisions.

• Outstanding time management and organizational skills; capable of managing multiple priorities in a fast-paced setting.

• Successful completion of a background check and credit check, where permissible by applicable law, is required for employment.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401k

• PTO/paid sick leave

• Employee stock purchase plan

• Inclusive, people-first workplace culture

• Equal opportunity employment