Call Center Collections Supervisor

In business for more than 70 years, Republic Finance is proud to be a trusted lender in over 250 communities across the United States! We specialize in providing flexible lending solutions and incomparable customer service. Driven by our shared mission to pursue excellence for our team, our customers, and our performance, we are continuously improving our customer offerings in tandem with opening more branches in new states each year. We also regularly promote from within and enjoy giving back to the communities we serve. In a nutshell, our company culture is about helping customers, investing in our employee's future, and ensuring that our performance makes an impact on our community.

We are looking for an experienced Collections Supervisor to join our growing Call Center team in Charlotte, NC! In this role you will be responsible for providing leadership and successfully overseeing a team of collection agents. As Supervisor, you are tasked with ensuring the team achieves the collection targets provided to them. In addition, you will proactively manage performance and develop performance plans for agents not meeting their minimum requirements. You will also be responsible for the quality of the team, monitoring the collection agent activity and recommending the appropriate management actions based on agent performance. The ability to lead, motivate and execute on the company’s delinquency targets is a key component to success in this position!

The Collections Supervisor role will be in office and need to have flexibility to work the following schedule, Monday/Tuesday 8am-5pm, Wednesday/Thursday 12pm-9pm, Fridays 8am-5pm or 8am-12pm depending on your half-day Saturday rotation, 8am-12pm. 

Job responsibilities are as follows: 

• Lead, supervise, train and coach collection agents in a centralized environment
• Ensures compliance to all State and Federal regulatory rules, policies and procedures which include FDCPA and TCPA, Privacy Act and Federal Information Security Management Act.
• Accomplish expectations regarding established monthly production and quality assurance goals
• Build and establish a high energy team through daily engagement specific to communications, motivation and team member development

• Drive accountability for key performance indicators (KPIs), ensuring targets are met or exceeded

• Analyze performance trends and operational data to identify opportunities, risks, and root causes impacting collections results

• Ensure all customer and team member disputes and/or escalations are properly resolved
• Organize and prepare the daily work in line with management set standards which allow for a prompt start to begin work each day
• Maintain a professional work demeanor and environment at all times

• 3+ years of experience in a collections call center; management experience a plus
• Understanding of State and Federal Collection laws and regulations
• High School Diploma or equivalent; College degree preferred
• Understanding of dialer and telephony technology
• Must possess a strong sense of urgency and attention to detail
• Proficient in Microsoft products (Word, Excel, Powerpoint)
• Excellent leadership traits, ability to motivate team members and lead by example
• Strong verbal and written communication skills inculding presentation skills
• Collaborate well with management, peers and team members to improve processes
• Excellent customer service skills
• Professional attitude and demeanor
• Critical thinking and problem solving skills
• Must be organized with effective time management skills and ability to prioitize work
• Must meet our acceptable standards for credit history, criminal background history and pass a pre-employment drug screen
• No travel required

We offer a competitive compensation and benefits package including: 

• Health/Dental/Vision
• Paid Time Off (PTO)
• 401 (K) and employer match
• Company provided Life Insurance & Long Term Disability

Additional benefits with Republic Finance include:

• Employee of the Month Program
• Philanthropic support for charities such as Juvenile Diabetes Research Foundation and the American Cancer Society
• Professional offices with a friendly team environment

Republic Finance, LLC is an Equal Opportunity Employer and does not discriminate on the basis of race, sex, color, religion, national origin, age disability or veteran status in employment opportunities and benefits. Republic Finance, LLC maintains a Drug-Free Workplace.