Senior Operations Supervisor, Collections (Fintech)

Location: Remote, United States. Requires approximately six or more business trips per year for in-person collaboration, a camera-on presence for most of the scheduled workday, reliable home internet with at least 80 Mbps download and 8 Mbps upload, and a private, quiet workspace.

Annual full-time starting base salary: $66,000–$86,000, plus eligibility for incentive and equity programs.

Company

A purpose-driven U.S. fintech company providing credit cards with clearer terms and customer experiences for consumers working to improve their credit.

What you will do

• Supervise and coach approximately seven Collections agents in a remote-work environment.
• Conduct call reviews, live monitoring, second-voicing, and side-by-side coaching focused on negotiation, de-escalation, and problem-solving.
• Use call scores, performance data, and direct observation to identify trends and create targeted coaching plans.
• Set performance and behavioral expectations, recognize strong work, and address performance gaps consistently.
• Support the adoption of new tools, scripts, and processes while troubleshooting operational issues.
• Partner with Collections leadership, Compliance, QA, and Workforce Management on performance trends, hiring decisions, reporting, and administrative work.

Requirements

• At least five years of experience in collections or recoveries within credit, lending, or banking.
• At least three years of experience managing collections or customer operations teams in a metrics-driven environment.
• Hands-on experience handling collections calls, negotiating payment resolutions, live call monitoring, second-voicing, and side-by-side coaching.
• Experience using performance data to diagnose skill gaps and build coaching plans that produce measurable improvement.
• Strong written and verbal communication skills, professional maturity, and the ability to hold teams accountable fairly and consistently.
• Must be able to work remotely from the United States, travel approximately six or more times per year, and meet the stated home-office and internet requirements.

Nice to have

• Experience leading a fully remote or hybrid collections team.
• Experience with workforce management or scheduling tools in a contact-center environment.
• Professional fluency in English and Spanish, including financial discussions and payment-resolution negotiations.

Culture & Benefits

• Remote-first work environment with active virtual collaboration.
• Paid time off, paid parental leave, and a monthly wellness stipend.
• Health, dental, vision, disability, life insurance, and flexible spending account options.
• 401(k) matching and participation in incentive and equity programs.
• Culture centered on respect, dignity, empathy, collaboration, and inclusion.