Senior Operations Supervisor, Collections

Job Description

Job Description

Mission Lane is combining the power of data, technology, and exceptional service to pave a clear way forward for millions of people on the path to financial success. By attracting top talent and leveraging cutting-edge technology, we're enabling people to unlock real financial progress. Sound like a mission you can get behind?

We're looking for a hands-on collections leader to lead and coach a team of Collections agents, reporting to the Senior Manager, Collections.

The impact you'll make:

Somewhere on today's call list is a customer who's fallen behind on payment while juggling a dozen other things life has thrown their way. The Senior Operations Supervisor, Collections makes sure every agent on the team is ready for the moment that person picks up the phone: skilled enough to ask the right questions, patient enough to listen, and confident enough to leave that customer with a real path forward.

As Senior Operations Supervisor, Collections you will:

• Supervise and coach a team of ~7 Collections agents in a remote-work environment, running call reviews, live monitoring, and side-by-side coaching sessions that build negotiation, de-escalation, and problem-solving skills day by day.
• Stay visible on screen and available throughout the workday, ready to second-voice a tough call, step into an escalation, or jump on the phone yourself to show exactly how a tense conversation turns into a resolved account.
• Use call scores, performance data, and direct observation to spot trends, pinpoint the specific skills or behaviors affecting calls, and build tailored coaching plans.
• Set clear performance and behavioral expectations, hold the team to them consistently, and make sure strong work gets recognized as quickly as gaps get addressed.
• Help the team adopt new tools, scripts, and processes by explaining the why behind each change and staying close enough to troubleshoot.
• Partner with the Senior Manager, Collections and peers across Compliance, QA, and Workforce Management on performance trends and team needs, take part in hiring decisions for the team, and keep reporting and administrative work accurate and current.

You'll thrive in this role if:

• You have real professional maturity: you're direct and specific with feedback, steady under pressure, and every conversation leaves the other person feeling respected.
• You'd rather be in the weeds listening to calls and coaching in real time than managing from a dashboard alone.
• You've personally worked as a collections agent before.
• You see your job as building your team's skill and confidence over time, trusting the numbers to follow when you get that right.

Minimum qualifications:

• 5+ years of experience in collections or recoveries within credit, lending, or banking
• Demonstrated ability to personally handle a collections call and negotiate a payment resolution end to end
• 3+ years managing a team of collections or customer operations associates in a metrics-driven, performance-managed environment
• Demonstrated experience coaching through live call monitoring, side-by-side coaching, and second-voicing
• A track record of using performance data to diagnose gaps and build coaching plans that lead to measurable improvement
• Strong written and verbal communication skills
• Experience holding a team accountable with consistency and fairness
• Ability to travel ~6+ times per year for high quality in-person collaboration
• Ability to work a remote schedule with an active, camera-on presence in our virtual collaboration platform for the majority of the scheduled workday, outside of scheduled breaks and lunch
• Reliable home internet that meets Mission Lane's minimum requirements for a remote collections role (80 Mbps download / 8 Mbps upload), and a private, quiet workspace free of interruptions

Preferred qualifications:

• Experience leading a fully remote or hybrid collections team
• Experience with workforce management or scheduling tools in a contact center environment
• Bilingual professional fluency in English and Spanish, including the ability to discuss financial and account details and negotiate payment resolutions with customers

Compensation:

Annual full-time starting base salary range: $66,000-$86,000

This role is eligible for additional compensation in the forms of participation in our incentive and equity programs.

Pay is based on factors such as work experience, education, certification(s), training, skills, and competencies related to the role. Mission Lane also offers a comprehensive benefits plan, which includes paid time off, 401(k) match, a monthly wellness stipend, health/dental/vision insurance options, disability coverage, paid parental leave, flexible spending account (for childcare and healthcare), life insurance, and a remote-first work environment.

About Mission Lane:

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia. 

It all started with a realization:  nearly fifty percent of the adult population in the U.S. doesn't have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn't do.

In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit. To date, over four million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores. 

Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.

Our commitment to a workplace built on respect and dignity is guided by our core value of Unity. We believe that everyone plays a vital role in our shared purpose, and we actively cultivate an environment where all individuals have the opportunity to do their best work. By fostering a culture of empathy and collaboration, we create a strong sense of belonging and support for every team member.

Mission Lane is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status. 

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law.  Applicants can initiate an accommodation request by contacting View email address on ziprecruiter.com.

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Application Integrity:

Our cardholders trust us with their financial well-being, and this trust starts with the integrity of the people on our team. We're looking for team members who share our dedication to transparency and truth. Please verify that the information in your application is accurate and complete. 

Providing any information to Mission Lane that is not completely truthful at any point during the application or hiring process may result in removal from the hiring process, disqualification from future opportunities, withdrawal of an offer or other sanctions for candidates and, in addition for employees, disciplinary action, up to and including termination of employment.