Collections Supervisor (Fintech)

TL;DR

Collections Supervisor (Fintech): Managing agent growth and development within the collections department with an accent on coaching, performance management, and regulatory compliance. Focus on optimizing customer interaction methods, handling escalations, and ensuring service levels meet organizational expectations.

Location: Remote (Must be based within a 60-mile radius of Glendale, AZ)

Company

A leading provider of in-store and e-commerce lease-to-own solutions with over 20 years of experience in the FinTech industry.

What you will do

• Lead agent growth and development by training team members on effective collection methods and customer interaction.
• Monitor team behavior and provide timely constructive feedback and direction.
• Motivate team members to achieve performance goals and maintain service level expectations.
• Manage and document account details and agent performance metrics.
• Handle escalated customer situations to ensure exceptional customer experiences.
• Set monthly team goals and coordinate action plans with the direct manager.

Requirements

• Must be located within a 60-mile radius of Glendale, AZ.
• Must be available to work the shift: 10:30 AM - 7:00 PM.
• Proven ability to coach, mentor, and drive engagement within a team.
• Excellent written and verbal communication and interpersonal skills.
• Proficiency with Microsoft Office Suite, preferably with Excel functions and formulas.
• General knowledge of the Fair Debt Collection Protection Act (FDCPA) and Telephone Consumer Protection Act (TCPA).

Nice to have

• Bilingual Spanish proficiency.
• Curiosity and adaptability toward utilizing AI-enabled tools in workflows.

Culture & Benefits

• Work-from-home flexibility for candidates within the required geographic radius.
• Inclusive collaboration environment focused on innovation and personal development.
• Opportunity to work within a leading FinTech organization that values people and excellence.