Hybrid Supervisor, Commercial Collections

at Concord Servicing

• Job title: Supervisor, Commercial Collections
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Scottsdale, United States

About the role

• Collections Supervisor overseeing delinquency team operations for Concord Servicing. Focused on staff training, performance evaluation, and client relationship management in a hybrid environment.

Responsibilities

• Overseeing all collection activities and ensuring optimal performance of the 1-90-day delinquency team.
• Supervising and training staff, reviewing contracts, and coaching team members to enhance collection effectiveness.
• Conducting interviews, managing performance reviews, addressing complaints, and removing operational roadblocks to support team success.
• Providing guidance and recommendations on accelerated collection efforts when necessary.
• Managing the delinquency portfolio by building and updating reports, and leading delinquency calls directly with clients to drive resolution and recovery.

Requirements

• Supervision of a team of 9-15 employees
• Conduct 1:1 meetings with team members on a weekly/bi-weekly basis
• Performance reviews and disciplinary warnings (write-ups) offering constructive feedback
• Motivate the team by keeping them updated on KPI successes as well as items that need attention
• Maintain employee schedules, track vacation time, and schedule to ensure adequate coverage
• Accountable for the results of all collection activities within the 1-90-day delinquency team. Ensure the team consistently meets or exceeds performance expectations
• Trains and coaches team members to enhance collection techniques and overall performance. Conducts call audits and contract reviews to guide effective collection strategies
• Leads interviews, conducts performance evaluations, and addresses employee concerns. Fosters a productive and compliant work environment
• Client Relationship Management: Acts as the primary liaison for Client-related collection issues and escalations. Leads client-facing delinquency calls and manages related reporting
• Strategic Collection Oversight: Recommends and implements accelerated collection efforts when necessary. Oversees delinquency reporting and ensures timely follow-up actions
• Monitors team metrics using Power BI and internal tools. Ensures adherence to internal policies and regulatory requirements
• Limited need for travel, possible travel to SBLF, and some conferences

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources