Collections Supervisor

Overview We’re looking for a Supervisor to lead a team on a day‑to‑day basis to ensure effective, efficient, and customer‑oriented handling of communications with delinquent TCPR customers. The Supervisor will develop initiatives to maintain delinquency, repossession, and loss ratios at or below collection objectives, analyze collections portfolio, and implement risk‑based collection strategies. The role includes providing direct customer service on elevated, sensitive, complex collection issues and managing performance of CSRs. Responsibilities Lead daily operations of the Collections and Loss Recovery areas. Maintain delinquency, repo, and loss ratios at or below established objectives. Develop, monitor, and optimize KPIs and testing plans for collections initiatives. Manage direct reports, conduct performance appraisals, and provide coaching and development. Provide customer service on complex, sensitive collection issues and refer escalations to the CUEM. Participate in recruitment, staffing, and workforce planning for the collections team. Ensure compliance with all policies, regulations, and technology standards. Analyze call reporting statistics and work with suppliers to achieve service level targets. Collaborate with other functional areas to drive workflow efficiencies and a world‑class customer experience. Qualifications Bachelor’s degree (BA or BS) in Business Administration, Finance, Accounting, or a related field. 5–10 years of relevant and progressive experience in collections or a related area. Strong organizational and stakeholder‑management skills. Proficient verbal and written communication in English and Spanish. Advanced Microsoft Office skills, especially intermediate Excel (pivot tables, VLOOKUP, etc.). Experience in supervising a team of 3 direct reports and managing contingent workers. Demonstrated ability to build relationships and manage projects to meet deadlines and deliverables. Applicants are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law. #J-18808-Ljbffr