Position Mission: The Collection Supervisor owns the daily performance of an assigned collection team. This leader converts company revenue goals into clear daily execution, develops collectors through disciplined coaching, protects the consumer and client experience, and ensures every account is worked in accordance with company policy and applicable law. Success is measured by revenue performance, collector productivity, quality, compliance, attendance, development, and the supervisor's ability to create a team that consistently raises the standard. Essential Responsibilities1. Revenue & Production Leadership Set and communicate daily, weekly, and monthly production expectations for the team. Own achievement of assigned team revenue and performance goals; identify pacing gaps early andexecute a recovery plan.· Monitor collector production throughout the day and redirect activity when results, contact rates, promises, or payments fall behind expectations. Provide second talk-offs, negotiation support, escalations, and real-time assistance on difficult accounts. Ensure collectors follow the approved daily agenda, campaign strategy, account priorities, and workstandards.2. Coaching, Accountability & Talent Development· Coach collectors consistently using account reviews, call observations, production data, and documentedperformance trends.· Conduct regular one-on-ones and team meetings focused on skill development, complaint prevention, performance, and execution.· Provide timely, specific feedback; recognize strong performance and address performance gaps withoutdelay.· Complete performance reviews/report cards and administer corrective action fairly and consistently inpartnership with management and Human Resources.· Cross-train staff and build bench strength so the operation can maintain coverage and performancethrough change.3. Workforce & Daily Operations Schedule staff to maintain required coverage and business continuity. Review and approve or deny timesheets and PTO requests in accordance with company policy. Maintain accurate supervisory records, coaching documentation, attendance records, and performancedocumentation for assigned staff.· Lead start-of-day priorities, mid-day pacing checks, and end-of-day accountability so the team knowsexactly where it stands.· Escalate staffing, system, workflow, client, or operational barriers quickly with facts, impact, and arecommended solution.4. Analysis, Forecasting & Management Reporting Provide accurate projections and forecasts for assigned team results. Track collector progress daily and provide timely reporting requested by management. Use performance data to identify trends, outliers, coaching opportunities, and process improvements. Be proactive and strategic when company, client, portfolio, technology, or business conditions change; translate changes into an executable team plan.5. Compliance, Quality & Consumer Experience· Review accounts and collector activity to ensure compliance with company policy, client requirements, and applicable federal and state laws and regulations. Monitor calls and other consumer interactions for quality, professionalism, accuracy, and compliance. Conduct or reinforce training on company requirements, client requirements, FDCPA expectations, andapplicable state and federal regulations.· Assist with consumer complaints and escalations; ensure concerns are handled professionally, documented accurately, and escalated when required.· Never trade compliance or consumer treatment for short-term production Supervisor Operating Standard: Daily: Set priorities; review staffing and coverage; monitor pacing; coach in real time; resolve escalations; close the day against goal. Weekly: Hold team meeting; review individual performance; complete targeted call/account reviews; identify recovery actions. Bi-Weekly: Review sustained performance trends and development needs; calibrate expectations with Operations leadership. Monthly: Complete report cards/performance reviews; forecast results; identify top performers, at-risk performers, and next-month priorities. Decision making Latitude: The Collection Supervisor is expected to make timely day-to-day decisions regarding work prioritization, staffing coverage, coaching, account escalations, production recovery actions, and application of established policies. Decisions involving significant employee relations matters, exceptions to policy, material client commitments, legal/compliance interpretation, or actions outside delegated authority must be escalated to the appropriate leader. The supervisor is accountable for identifying risk early and bringing forward a recommended course of action. A.
EDUCATION:
Check the Minimum level of education typically required to perform the responsibilities of the position and list the preferred area(s) of study. Level of Education Area of StudySome College Bachelor's DegreeMaster's DegreeX Other (specify) High School DiplomaB.
EXPERIENCE:
Indicate the minimum years of experience and type of experience typically required to perform the responsibilities of the position in addition to the education needed to perform the duties of the position. For TECHNICAL POSITIONS, include essential software or hardware experience.
MUST HAVE:
High school diploma or equivalent. Minimum one year of collection and/or banking experience. Working knowledge of the FDCPA and ability to learn and apply client, state, and federal requirements. Proficiency working in a Windows environment and with Microsoft Office products. Ability to meet licensing qualifications in states requiring collector licensure. Prior supervisory or team-lead experience preferred; ACA Collector Certificate preferred. C. Performative Expectations: This position is a working leadership role. The Collection Supervisor is expected to be visible, engaged, data-driven, and accountable for both the results of the team and the manner in which those results are achieved. Meeting expectations requires consistent execution across revenue, people leadership, compliance, quality, and operational discipline - not strength in only one area. Revenue incentive opportunity does not reduce or replace the supervisor's obligation to meet compliance, quality, people-leadership, and operational standards. D.
KNOWLEDGE, SKILLS and ABILITIES:
Describe specific minimum knowledge, skills, and abilities required for this position. Also, list any special courses, certifications, or physical requirements that are necessary. This is especially critical for screening candidates.· Demonstrated ability to lead for measurable results while maintaining professional and compliantconsumer treatment. Strong coaching, feedback, conflict-resolution, and performance-management skills. Ability to interpret production data, forecast results, recognize trends, and act before performancemisses become permanent. Clear written and verbal communication with collectors, peers, leaders, clients, and support teams. Sound judgment, consistency, urgency, organization, and follow-through. Ability to adapt quickly to changing portfolios, technology, workflows, staffing, and client requirements. Comfort operating in a performance-driven environment where accountability, continuousimprovement, and teamwork are expected. COMPENSATION & MONTHLY PERFORMANCE INCENTIVE
Base Salary: $45,000-$55,000 annual
Monthly Performance Incentive: The Collection Supervisor is eligible to earn a monthly performance incentive equal to 0.5% (0.005) of eligible revenue generated by the supervisor's assigned collection team or business unit, subject to the terms of the applicable GRC incentive plan. Illustrative Example: $500,000 in eligible monthly revenue x 0.005 = $2,500 monthly incentive. The incentive is designed to align supervisor compensation with team revenue performance while preserving accountability for compliant, professional, and disciplined leadership. INCENTIVE ELIGIBILITY & GOVERNANCE· The supervisor must remain in good standing and satisfy GRC leadership, compliance, quality, reporting, coaching, attendance-management, and performance-management expectations to remain e
