Consumer Collections Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a team of 10–15 debt collectors

• Supervise, coach, and develop collectors

• Monitor calls, contacts, payment promises, collections, and recovery-rate performance metrics

• Conduct coaching sessions and performance reviews

• Ensure adherence to FDCPA, TCPA, Regulation F, and state laws

• Review calls for quality and compliance

• Manage sensitive accounts involving bankruptcy, deceased consumers, attorneys, and cease-and-desist requests

• Handle consumer complaints and maintain audit-ready documentation

• Oversee multiple client portfolios and enforce client-specific collection guidelines

• Monitor portfolio performance and identify issues that could impact client relationships

• Prepare regular performance reports

• Support client and compliance audits

• Collaborate with Compliance, Legal, IT, and Client Services on operational issues

• Assist with licensing and regulatory requirements

⛳️ Requirements

• 3–5+ years of experience in consumer collections

• A minimum of 2+ years specifically in third-party/agency collections, excluding first-party/in-house collections

• 1–2+ years in a lead, senior collector, or supervisory position

• Strong understanding of FDCPA, TCPA, Regulation F, FCRA, and state collection agency licensing requirements

• Proficiency in Excel and familiarity with client reporting/scorecard formats

• Bilingual in Spanish and English is a plus

🏝️ Benefits

• Quarterly bonus opportunities

• Health coverage options

• Dental coverage options

• Vision coverage options

• Life coverage options

• Disability coverage options

• 401(k) retirement plan with company matching

• Immediate vesting

• Generous paid time off policy (18 days)

• 9 paid holidays