Collection Supervisor

Job Title Collection Supervisor (26141509) Mission Statement Empowering all Montanans through work and opportunity. It's about the people and the impact we make in our communities every day. We are proud of our open, team-based, supportive, and collaborative work environments. Position Overview The Fiscal Support Bureau provides critical financial and administrative support to programs that serve Montana’s workers and employers. This position leads the collections function for the Unemployment Insurance Division (UID) and Employment Standards Division (ESD), ensuring effective recovery operations and compliance with applicable laws and policies. The Collections Supervisor oversees staff, monitors performance, and improves processes to reduce outstanding debt and prevent loss of recoverable funds. This role directly supports division goals by promoting accountability, consistency, and high‑quality customer service. What’s in it for you Gain meaningful experience supporting programs that strengthen Montana’s workforce and business community while making a visible impact. Develop and sharpen your leadership abilities by supervising a team and driving measurable performance results. Take ownership of improving systems and strategies, giving you the opportunity to influence efficiency and recovery outcomes. Collaborate with internal teams and legal partners to solve complex challenges and build well‑rounded problem‑solving skills. Grow your expertise in regulatory processes, data analysis, and public sector operations—skills that are highly transferable and in demand. Join a team that actively invests in your growth through continuous improvement, accountability, and professional development. Enjoy a comprehensive benefits package, including health coverage, retirement plans, paid leave, and other State of Montana employee benefits. Essential Functions Lead and develop staff: Supervises, coaches, and supports collections staff to build a high‑performing, accountable team focused on results and professional growth. Monitor collection performance: Tracks daily activities, account status, and recovery metrics to ensure targets are met and issues are addressed promptly. Ensure regulatory compliance: Applies state and federal laws, rules, and policies to collection activities and ensures consistent adherence across the team. Resolve complex cases: Manages escalated accounts by reviewing case details, communicating with customers, coordinating with divisions, and engaging legal partners as needed. Improve collection processes: Collaborates with leadership to evaluate workflows, identify gaps, and implement strategies that increase recovery rates and efficiency. Evaluate and develop employees: Conducts performance evaluations, provides training, and supports ongoing staff development and skill‑building. Build customer relationships: Establishes and maintains professional relationships with customers to facilitate resolution of outstanding balances and promote compliance. Report and analyze outcomes: Prepares reports and analyzes trends to inform leadership decisions and support continuous improvement efforts. Required Skills and Competencies Leadership and team development: Lead staff, set clear expectations, provide coaching and feedback. Communication and negotiation: Communicate clearly, navigate difficult conversations, negotiate payment solutions with diverse customers. Regulatory knowledge and application: Interpret and apply collection practices, policies, and regulations in complex or sensitive situations. Data analysis and performance management: Use metrics and data to evaluate performance, identify trends, and guide operational decisions. Problem‑solving and conflict resolution: Assess issues, resolve disputes, make sound decisions in a fast‑paced, goal‑driven environment. Organization and time management: Manage multiple priorities, maintain accurate records, and ensure timely completion of work. Customer service and relationship management: Provide responsive, respectful service and build trust with stakeholders. Attention to detail and accuracy: Maintain precision in documentation, reporting, and case management activities. Minimum Qualifications (Education and Experience) Demonstrated experience leading or coordinating the work of others in a setting that involves collections, financial operations, compliance, or customer account resolution. Experience interpreting and applying policies, regulations, or standards to ensure consistent and compliant outcomes. Proven ability to analyze data, monitor performance metrics, and use findings to improve processes or results. Strong written and verbal communication skills, including experience handling complex or sensitive customer interactions. Experience maintaining accurate records and working with case management systems or similar tools. A degree in business, finance, public administration, or a related field may supplement relevant professional experience but is not a substitute for demonstrated skills and competencies. Equivalent combinations of education and directly related experience will be considered. Benefits Work/life balance with hybrid schedules or partial telework may be available within the state of Montana. 38 paid days off a year including vacation, sick leave, and holidays. Military leave: up to 15 days of military leave with full pay. Longevity raises with continuous service, as well as any negotiated market increases and state statutory raises. Health, dental, vision, life insurance coverage, flexible spending accounts, EAP. Free telehealth and access to free employee medical clinics through the medical plan. Choice between two retirement plans with an employer contribution between 8.73% – 9.07% of your annual salary. A third optional 457(b) deferred compensation plan is also available. Public Service Loan Forgiveness eligibility for State of Montana employees. Career progression, training opportunities and room for professional growth. State employee discounts at various businesses across the state. E-Verify This agency is participating in E‑Verify to confirm employment eligibility. After accepting a job offer and completing Form I‑9, information will be submitted to the Department of Homeland Security and Social Security Administration for verification. Salary and Eligibility Hourly: $37.46 – $39.04. Telework eligible (Full‑time telework not available; telework schedule must be supervisor approved). Benefits package includes health insurance, paid leave, holidays, and retirement plan. EEO Statement State government does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, pregnancy, childbirth or medical conditions related to pregnancy or childbirth, age, physical or mental disability, genetic information, marital status, creed, political beliefs or affiliation, veteran status, military service, retaliation, or any other factor not related to merit and qualifications of an employee or applicant. #J-18808-Ljbffr